Pauline's community posts

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.

Hello Adam,

Thank you for your patience.

I've checked with our developers on your questions and they've provided me with the following information: the access permissions for the folder should be the same as for the user who runs Viewer, i.e. this user should have permissions for writing to the folder set to "Allow". In addition, the Viewer should be located on a local directory instead of a shared folder or UNC path.
As for your questions regarding the AD please refer to the following Documentation pages:
This one regarding the MSI packages.
And this one regarding the AD policies.

As for the logging - Remote Utilities provides installation and connection log files. For more information on logging provided by Remote Utilities please see this page.

Your software is quite good in its current form, however if there is an ongoing subscription, support is typically expected. I understand I am not a paying customer, yet.

Thank you for your kind words. Please note, that Remote Utilities do not have any types of subscription - our technical support is free of charge and is available for all users, including those who use Free license. However, please also note that Remote Utilities is provided on "as is" basis, therefore, I understand your situation and I'm very sorry for the inconvenience, but unfortunately, we cannot assist with system administration issues. Our full Support Policy is available here. Sorry for the inconvenience once again.

Thank you.

Hello Kaelyn,

Thank you for your patience.

Yesterday we've released an update for Remote Utilities - version 7.0.1.0 where we implemented a number of fixes. Could you please try updating your installation to the latest version 7.0.1.0 and see if the issue with the screen blanking still persists?
The latest version 7.0.1.0 is available for download on this page. Alternatively, you can update your installation using the Self-Update feature. When updating, please make sure to update both Host and Viewer to the same version.

Please let me know if the issue persists after the update.

Hello Solomon,

Thank you for your message.

Unfortunately, it's not possible to run or even install two Viewers of different versions on your machine. However, as an alternative you can run Portable Viewer of one of the versions instead - it does not require installation and stores all files in a single folder. For example, you can use installable Viewer of the latest version 7.0.1.0 and Portable Viewer of version 6.10.10.0 or vise versa.
Both installable and portable Viewers are available for download on this page. Older versions of Remote Utilities, including Portable Viewer, are available here.
However, please note that the version mismatch between Host and Viewer might also lead to performance issues or some features not working.

Hope that helps.

Hello,

Thank you for the clarification.

I will forward your question to our developers and will ask for their input on this. However, please note that according to our Support Policy we do not assist in writing scripts/codes or implementing integration of Remote Utilities with other software.

I'll get back to you as soon as I have an update on this from our developers.

Hello Javier,

Thank you for your message.

Please note that The license key for version 6.x.x.x (the *txt license file) is incompatible with version 7.x.x.x of Remote Utilities. According to our Upgrade Policy only customers who purchased the key within a year back from the new version release date (2020-2021) are eligible for a free upgrade. Customers who purchased their license more than a year ago (earlier than 2020) are eligible for paid upgrade only, albeit with a 50% discount.

There are three options how you can continue using Remote Utilities:

1. Check if your v. 6.x.x.x key is eligible for free upgrade to v 7.x.x.x using this form.
You can then proceed upgrading your license key and use it to register in your Viewer 7.x.x.x as described here.

2. If you are only eligible for a paid upgrade (50% discount guaranteed to existing customers) and decide to purchase an upgrade key, use the same upgrade form linked above and proceed to Checkout. Once you receive your purchase key, register your Viewer 7.x.x.x with it.

3. Finally, if you do not want to upgrade you can keep using version 6 and your existing license key forever. If you already upgraded your Viewer to version 7.x.x.x you can uninstall it and reinstall Viewer 6.x.x.x by downloading it from this page.

Please let me know if you have any questions.