Pauline's community posts

Hello,

Thank your message.

Could you please double-check if you're using the latest version of mobile Viewer for Android? We've released an updated version 12.02 just a few days ago with an implemented fix for the issue with custom fields, such as the "Caption" field.
In addition, we recommend that you update your Android device to the latest version 11 as well, since in our latest updates we've implemented a few fixes for compatibility with Android 11.

Hope that helps.

Hello Brad,

Thank you for your message.

but I can only add using the code from 1 computer because of security(I assume this) that generated the support agent.

Yes, you are absolutely right - in order to add a remote Host to your address book via the Add using code feature, you need to add it via the same Viewer that has generated the MSI installation package.  

Please note that if you use your RU Server as a relay server, you can set up an automatic import of new Hosts - this way, your Hosts will be automatically added to a designated folder in your address book once the Hosts reveal themselves to the Server (i.e. connect to the Server the first time). This feature can replace the "Send via email" feature, especially in the described scenario. For more information on setting up the Auto import feature for your RU Server please refer to this step-by-step tutorial.

Hope that helps.

Hello Pepa,

Thank you for your feature suggestion with such detailed description.

I'll forward your feature request to our development department for a review to see if we can add it to our roadmap and implement in our future updates.

Please let us know if you have other questions.

Hello everyone,

Thank you for your patience.

Boris, thank you for your input on this, we really appreciate it!

Mister X, I've checked with our developers on this and they've confirmed that the Host registry key contains XML encoded as UTF-8. So in this case, Boris's advice should work perfectly.

Hope that helps.

Hello Bertrand,

Thank you for your message.

Could you please let me know if you've tried to completely uninstall Host as described in this full uninstallation tutorial? Namely, after uninstalling Host, please also try deleting the following registry key:
HKEY_LOCAL_MACHINE\SOFTWARE\Usoris\Remote Utilities Host\ and the C:\Program Files (x86)\Remote Utilities - Host\ folder - this should completely wipe out any traces of the previous installation.

In addition, if you use a custom MSI installation package to re-install Host, please make sure to create a new custom installer or try installing Host from a vanilla installer that you can download on our website, as the old installation package might include the Settings protection password.

Hope that helps.

Hello Aitch,

Thank you for your message.

The issue might be occurring if the Viewer installation folder or the address book file was somehow damaged or corrupted (perhaps, by some antivirus software).
Please try completely uninstalling Viewer as described in this full uninstallation guide.
Before uninstalling Viewer completely please copy your address book from an automatic backup as described in this guide. Automatic daily backups of your address books are enabled by default when you install Viewer and are located in this folder: C:\Users\user_name\AppData\Roaming\Remote Utilities Files\backups\.

After you've uninstalled Viewer completely, please try re-installing it once again from scratch, but this time I recommend that you also add the Viewer installation folder to your antivirus/firewall software exception list as described here.

Hope that helps.

Hello Cosmos,

Thank you for the provided update.

I'll forward this information to our webmaster as well to see if we can fix this issue. Sorry for the inconvenience.

I'll get back to you with an update on this shortly.

Hello Brad,

Thank you for your message.

For now we plan to release Host/Agent for Mac/Linux only. However, we might add additional support for arm based OSs some time later. Unfortunately, we cannot provide any specific ETA on this yet. Sorry for the inconvenience.

Please let us know if you have other questions.

Hello Maro,

Thank you for the clarification.

Any ideas or workarounds besides contacting the hotel's IT? What if I install a RU server on my home network and configuring it with different ports?

Yes, you can definitely try configuring your custom self-hosted RU Server - this way, regardless of what is blocked on the hotel's perimeter - access to our servers, or ports used by RU), you should be able to access your own server or use your custom port values. Here's a guide on setting up the relay RU Server that might be helpful. In addition, please make sure that your Server is accessible directly from the outside. Here's a guide on making the RU Server accessible.
Alternatively, you still can refer to the hotel's IT department and ask them to check if they're blocking any of the required ports or access to Remote Utilities.

Hope that helps.

Hello Javier,

Thank you for your message.

When navigating to the License Upgrade Form, please try uploading your license key to the uploading form or pasting your key directly to the text field as shown on the screenshot below (i.e. please do not enable the "I don't have a license key" checkbox):


After pasting your license key, click "Next" - this will take you to the next step, so you'll be able to receive your upgraded license key.

If you still have any issues with upgrading your license key, please feel free to send us the key in the ticket (#4115) that you've previously created, so we can upgrade the key for you. Your tickets are available here.

Please let me know if you have more questions.