Pauline's community posts

Hi Jules,

I've replied to your ticket, so we can proceed troubleshooting there in order to avoid duplication.

Thank you!

Hello Jules,

You mean that you've sent the logs to support@remoteutilities.com once again, correct? Unfortunately, we still haven't received an email from you. Could you please try sending them once again or attaching them to a ticket (our ticket system is available to you since you have a commercial license - you can open new ticket here)?

Looking forward to your reply.

Hello Jules,

Thank you for your message.

Could you please let me know what version of Remote Utilities do you use on both ends, i.e. for Host and Viewer?
In addition, could you please send us the latest Host connection logs for examination? You can locate the Host connection logs in the following folder: C:\Program Files (x86)\Remote Utilities - Host\Logs\. You can send us the log files for examination to support@remoteutilities.com.

Looking forward to your reply.

Hello Christian,

Thank you for your message and sorry for the late reply.

Yes, we will generate these links for Viewer for Mac and Linux. As for the iOS/Android - it's better to download the apps directly from the AppStore and Google Play, depending on your device. We will notify you when the links for Mac/Linux are available.

Please let us know if you have more questions.

Hello James,

Thank you for your feedback.

I will forward your input to our developers as well, so we can improve the updating process for our future releases. Sorry for the inconvenience.

Please let us know if you have more questions.

Hello James,

Thank you for your message.

The First Connection Warning window is simply an informational message shown to the remote user upon the first remote connection being established to the Host machine. Please note that the first connection warning window can be closed by a remote user (that is, who is physically present at the remote machine).
In addition, please note that the notification is only shown if certain conditions are met when generating an installation package. However, we plan to slightly revamp the notification window, so it would be possible to move it to other parts of the screen.

Equally, on another laptop (an MS Surface) the dialog was positioned most of the way off-screen, and not draggable ... bug?

This might be caused by some screen capture issue. 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 in order for the changes to be applied. You can also edit the Host Settings remotely via the Remote Settings feature.

Hope that helps.

Hello James,

Thank you for your message.

I've forwarded your feature suggestion to our developers for a review to see if it can be added to our roadmap and implemented in future updates for Remote Utilities.

Please let us know if you have other questions.

Hello James,

Thank you for your message.

When using the Remote Printing feature you should be able to print a remote document on your local printer, i.e. some document that is stored on the Host machine can be printed on your local Viewer side. The Printer Driver is installed on the Host's side as well and can be installed directly from the Host Settings window - Printer tab.
If you need to print a document from your Viewer computer on a remote printer, then you can simply connect to the remote Host via the File Transfer mode or Full Control mode and then print the file directly from the Host machine via the remote printer.

Hope that helps.

Hello,

Thank you for your message.

Could you please try using the Send key command instead and see if this helps to resolve the issue? For example, please right-click on the connection tab when stuck on the "world map" screen, then select Send key and choose the PrintScreen command as shown on the screenshot below:


In addition, 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 the Host Settings remotely via the Remote Settings feature.

Hope that helps.

Hello Igor,

Thank you for the provided details.

In addition, could you please let us know if the issue persists when you try running the programs with the Use system account checkbox enabled, or when you try using the Run as... feature?

In case if the issue persists even, then please feel free to send us the Host log files for examination. The Host logs can be located in the following folder: C:\Program Files (x86)\Remote Utilities - Host\Logs\. Please do not post the logs on the forum, you can send them to support@remoteutilities.com.

Looking forward to your reply.