Pauline's community posts

Hello Niles,

Thank you for your message.

Could you please clarify if you're installing the Host via the custom installation package on a machine where a previous Host installation or its traces exist, i.e. if the previous installation was not uninstalled or was uninstalled completely as described in this tutorial? If this is the case then this is expected behavior and you do not receive emails since Host is being installed not from scratch, i.e. the email with access credentials is only generated if it's a clean Host installation on a specific machine and all following installations do not generate an email after that.
Please try uninstalling Host or removing the traces of any previous Host installations as described in this full uninstallation tutorial. After this please try restarting your machine and then installing Host once again using your custom installer. This way, the installation process will be carried over as if it's a clean installation, so the email should be generated and sent to your specified address.

In addition, in cases when installing over an existing Host installation please also make sure to enable the When updating existing Hosts, overwrite their Internet-ID code with the generated code checkbox as well as the Automatically generate Host password checkbox on Step 3: Advanced options -> "Internet-ID" tab of the configuration process. These checkboxes ensure that if you use your custom installer over an existing Host installation, new access credentials are generated and sent to your specified email address.

Hope that helps.

Hello Victor,

I'm glad to hear we were able to help and it works for you now!

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

Hello Victor,

Thank you for your patience.

I've checked on the issue with our developers - they were able to reproduce the issue. We will implement a fix for it and will release an updated version of mobile Viewer with a fix within a few days. Sorry for the inconvenience.

Please let us know if you have more questions.

Hello Kent,

Thank you for your message.

Of course, Remote Utilities has a dedicated feature that allows you to create a shortcut to a specific remote connection on your Windows desktop, so that you're able to connect to this remote Host in a certain connection mode fast.
In order to do so, please right-click on a remote connection in your address book and select Create Shortcut on the Desktop, then proceed selecting a preferred connection mode, for example Voice and Video chat. In addition please see this page.

Hope that helps.

Hello Liam,

Thank you for your message.

Dave, did you move away from that due to the Big Sur issues with screen recording permissions

Please note that according to our Community Forum rules publishing and discussing information regarding competitor products is not allowed on our forum. For more information please see our Community rules. Thank you for understanding.

Hello Polina, I think the main question for everyone is, why it the release being pushed so much for so long?

Unfortunately, I'm just a support staff and do not have this kind of information regarding why the release is being postponed. We simply want to be honest with our users, so, even though we provide some approximate ETA, it's still just an estimated timeline. Even though we couldn't release Host/Agent for Mac/Viewer as fast as we were hoping to, but it is in the development stage and among our highest priorities at the moment. Our developers will do their best to provide Host/Agent for Mac/Linux as soon as possible. I apologize once again for keeping you waiting. We'll make sure to notify all users as soon as Host/Agent is available.

Please let us know if you have more questions.

Hello Dave,

Thank you for your message.

We'll do our best to release the Host and Agent modules for Mac/Linux as soon as we can. Sorry for keeping you waiting for so long.

Please let us know if you have other questions.

Hello Victor,

Thank you for providing us the log files.

I will forward the issue along with the logs to our development department and will ask for their input on this. Sorry for the inconvenience.

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

Hello Victor,

Thank you for the clarification.

We will try to reproduce the issue in our environment to see if we can implement a quick fix for it.
Meanwhile could you please provide us the Error log entries from your mobile Viewer? You can locate the Error log by clicking the burger menu in the upper left corner, then selecting Settings -> Error log. You can send us the log to support@remoteutilities.com for examination.

Looking forward to your reply.

Hello Victor,

Thank you for your message.

Could you please also let us know your iOS version? You can find it in the Settings menu -> General -> About section.
In addition, could you please let us know if you've already tried reinstalling the mobile Viewer app or restarting your iPhone? If you haven't tried these steps yet then could you please try reinstalling the Viewer app and then restarting your device and let us know if the issue still persists after doing so?

Looking forward to your reply.

Hello Liam,

Thank you for your patience.

I've checked on this with our developers and as of this writing, the approximate ETA for the release of Host/Agent for Mac/Linux is within the first half of the next year. However, we'll do our best to make Host/Agent for Mac/Linux available for our users as soon as possible.

Hope that helps.