Pauline's community posts

Hello Mats,

Thank you for your message.

Could you please enable the Use legacy capture mode feature in the Host Setting -> Other tab and see if this helps to resolve the issue? After enabling the feature please make sure to restart Host to apply the changes.

Let us know if this helps.

Hello John,

Thank you for your message.

Yes, you can download and install mobile Viewer for both Android and iOS. Although mobile Viewer has a bit simplified interface for now, we plan to revamp it in the future adding more features. Mobile Viewer is available on this page.

Hope that helps.

Hello Brad,

Thank you for your message.

Unfortunately, we don’t have a mechanism for this kind of verification yet. However, I’ll forward your suggestion to our development department to see if we’re able to implement a verification system. I’ll let you know if there are any updates on this.

Thank you.

Hello Bujang,

what i mean is, is there no auto scale windows view when using normal or strech view mode?.
and is there no auto save for windows size mode that has been set to specific size? So we no longer need to set the size of the window when open it at a second time..

Unfortunately, Remote Utilities does not support this functionality yet. In addition, please note, that remembering windows size/position is something that should be done on the Windows OS side rather than with additional software. For example, you can try enabling the Cascade windows feature or use the Shift+X hotkey to set a preferred size of windows.

on inventory manager, inventory manager did not show how much memory/ram installed and how many pieces of memory/ram installed

Could you please clarify if this occurs only for one remote Host or for any remote Host you connect to? In addition, please let us know if you’re connecting to a remote Host under a user with administrative privileges.

Looking forward to your reply.

Hello,

Thank you for your message.

Please try using this Microsoft troubleshooting tool that helps to automatically fix issues that block programs from being installed, updated or removed. Simply download the tool, run it and follow the steps provided by the wizard.
In addition, please make sure to add Host to the exception list of any antivirus software you might have since some a/v software activity can be causing this issue. You can follow this guide to add Remote Utilities to the exceptions.

Hope that helps.

Hello Bujang,

Could you please clarify if you mean the size of the Full Control window or the preferred display mode (e.g. fullscreen stretch) for a certain connection?

Looking forward to your reply.

Hello Zohn,

Thank you for your message.

Question 1: The Host and Agent installation program created using the Viewer was identified as a dangerous program by the eset antivirus software.

This is a false positive detection. We're submitting false positive reports on a regular basis, but, unfortunately, it might take some time for the a/v vendors to remove their detections. What you can do here is to add Remote Utilities (or the folder where you prefer to save your custom installation files) to the exception list of ESET a/v software as described here.
In addition, we also encourage you to submit a false positive report as well since this actually might speed up the resolution process. You can submit a false positive review to ESET here.

Question 2: Using the created agent, it can be seen from the Self hosted server that it is already online, but cannot be connected using the Viewer.

Please make sure that you've already configured access to RU Server on the Viewer's side as described here - Agent that was added to your address book should have your custom server selected in the Connection Properties menu. In addition, please make sure that your RU Server is directly accessible to Viewer as well.

Hope that helps.

Hello Bujang,

Thank you for your message.

Using the Stretch mode already fits your remote screen to the local monitor (i.e. it shrinks or stretches the remote monitor). In order to get rid of the borders you can try resizing your Full Control connection window to better fit the remote screen resolution or you can also try using the Fullscreen stretch mode instead and see if it works for you.

Hope that helps.

Hello,

Thank you for your message.

Please try using this Microsoft troubleshooting tool that can help to automatically repair issues when you're blocked from installing/removing/updating programs.
Simply download the troubleshooting tool, run it and follow the provided steps.

In addition, if the above doesn't help, please try resetting the Viewer's settings:
1. Fully exit the Viewer (File→Exit).
2. Go to the C:\Users\[Your_username]\AppData\Roaming\Remote Utilities Files\ folder. Note that the AppData folder may be hidden by default in which case you'll need to turn on Hidden files and folders in Windows Explorer settings.
3. Locate the file config_4.xml and delete it.
4. Run Viewer and register it with your license key once again.
5. Try using the MSI Configuration tool and see if it works for you this time.

Hope that helps.

Hello Brad,

I'm glad we were able to help!

Feel free to post another message if you have more questions or need our assistance.

Thank you.