Pauline's community posts

Hello Charle,

Thank you for your message.

Such issues might be occurring because admin$ (admin share) is not allowed on the remote machine or you don't have access to it.

In addition, such issues might also be caused by the fact that the disc Z is mapped on the Viewer computer and, therefore, is not available and cannot be used by the Remote Install Tool. In order to avoid this kind of issues please make sure that the Z drive/letter on your Viewer machine is empty and available since Remote Utilities temporarily uses the Z drive for the installation/upgrade process via the Remote Install Tool.

Hope that helps.

Hello Tyler,

Thank you for the clarification.

I will forward this information to our development department for a review to see if we can reproduce the issue and improve the Drag and Drop feature in our future updates.
Meanwhile as a temporary workaround please try using the File Transfer connection mode.

Please let us know if you have other questions.

Hello Tyler,

Thank you for your message.

Could you please double-check if the remote Hosts are updated to the version 7.0.2.0 as well? If the Host's version mismatches with the Viewer's version then this might be also affecting the issue since we've implemented a few fixes and improvements for the Drag and Drop feature in the recent updates. You can update your remote Hosts to the most recent version 7.0.2.0 using the Self-Update feature.

In case if both Host and Viewer are updated to the latest version 7.0.2.0 but the issue still persists, please let us know the extension formats of some of the files you're transferring and their approximate sizes? I'll forward this to our development department to see if we're able to reproduce the issue and implement a fix for it in the future updates.

Looking forward to your reply.

Hello Malcolm,

Thank you for your message.

Unfortunately, auto-mapping for multi-monitor setup (i.e. when your remote Host screens are displayed on your respective local Viewer monitors) is not supported yet, even though we already have this feature in our wish-list and it will be definitely implemented in our future updates. However, this can also be done manually as a temporary workaround. Here's what you need to do in order to map your remote monitors to the local ones:

1. In Viewer create a few different connections to the same remote Host (the number of the connections should correspond to the number of monitors on the Host side - for example if you have two remote monitors, then it should be only two connections), i.e. using the same IP address or Internet-ID code, but name them all differently, e.g. Monitor 1, Monitor 2, etc.
2. Disable the Tabbed view mode (in the main Viewer window navigate to the Tools tab and select Options, then navigate to the Remote screen tab and disable the Tabbed view checkbox).
3. Open all connections to the remote Host you've created on Step 1.
4. Select different monitors for each connection - this can be done by clicking the Remote monitors icon on the Toolbar in the Full Control and View window.
5. Now you should be able to place the connection windows on your local monitors as needed, so they correspond with the remote Host's monitors.

Hope that helps.

Hello Mac,

Of course, please feel free to use any version of Viewer for Windows or for Mac/Linux, whichever is more suitable for your needs. We will make sure to notify all our users once Host/Agent for Mac/Linux is released and available for download on our website.

Please let us know if you have other questions.

Hello Mac,

Thank you for your feedback, we really appreciate it.

Please note that we already do provide Viewer for Mac/Linux. We will do our best to make Host/Agent modules for Mac/Linux available for our users as soon as possible.

Please feel free to post another message if you have questions or need our assistance.

Hello Bob,

Thank you for your message.

Of course, we understand this kind of concern and apologize for keeping everyone waiting. Although we cannot provide any specific ETA on the release of Host/Agent for Mac/Linux, it will most probably become available within the current major version of Remote Utilities, i.e. version 7 - for a reference, the previous major version 6 was around for almost 7 years.
In addition, please note that according to our Upgrade Policy all customers who've purchased the license within a year prior to a major version release are eligible for a free license upgrade.

Please let us know if you have more questions.

Hello Des,

Thank you for the update on this. I'm glad to hear you've figured out the issue and it works for you now!

Please feel free to post another message if you have more questions or need our further assistance.

Hello Dominick,

Thank you for your message.

Please double-check if you've updated both your Hosts and Viewer to the latest version 7.0.2.0 in order to avoid the version mismatch.
If both Host and Viewer are updated to the latest version, but the issue still persists, please try enabling the Use legacy capture mode feature in the Host Settings -> Other tab and see if this helps to resolve the issue.

Please make sure to restart Host after enabling the feature in order for the changes to be applied. You can also edit Host Settings remotely via the Remote Settings feature - in this case Host be will restarted automatically.

Hope that helps.

Hello Dan,

Thank you for the clarification.

I've checked with our developers on this issue - this is a known issue that manifests itself only with a certain type of printers (i.e. label printers), therefore, unfortunately, we're unable to reproduce the issue and implement a fix for it. In addition, please also note that according to our Support Policy, unfortunately, we cannot assist in resolving hardware issues. I apologize if this makes our program less useful for you.

Please let us know if you have other questions.