Pauline's community posts

Hello Adam,

Thank you for your patience.

I've checked on the address book issue with our developers once again and they've confirmed that it's caused by some specific Access rights permissions or some folder redirection policies. Please note that Remote Utilities is meant to be used mainly on Windows OSs with default configurations. Unfortunately, according to our Support Policy, we cannot assist in resolving system administration issues. Therefore, in order to resolve this issue, please try referring to your system administrator. I apologize for the inconvenience.

Please let us know if you have other questions.

Hello Lorri,

Thank you for your message.

Could you please clarify if you mean the Windows UAC prompt message?
If this is the case, could you please update your remote Host as well as Viewer to the latest version 7.0.0.3 and see if this helps to resolve the issue? The latest version 7.0.0.3 is available for download on this page. Alternatively, you can also update using the Self-Update feature.
Please make sure to update both Host and Viewer to the same version in order to avoid the version mismatch that might lead to performance issues or some features not working.

Hope that helps.

Hello Kaelyn,

Thank you for your message.

Could you please try enabling the Use legacy capture mode 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 settings to be applied.

Please let us know if this worked for you.

Hello Adam,

Thank you for the update on this.

I'll forward the update to our developers once again and will ask for their input on this. However, according to our developers, the issue is rather caused by the Access permission settings, rather than by our UI, especially since we haven't received any other reports about similar issues.

I'll get back to you with a reply on this from our development department shortly.

Hello Adam,

Thank you for your patience.

I've checked on the issue with our developers - it seems that the issue with the address books is caused by the Access Rights settings on this machine. Could you please try the following:
1. Download Portable Viewer from our main download page.
2. Unzip it to some specific folder, then open the folder's Properties and navigate to the Security tab.
3. Allow Read and Write access permissions for all users and click OK.
4. Run Portable Viewer and see if the issue with the address books still persists.

Please let me know if the above solution worked for you.

Hello Adam,

Unfortunately it is going to take too long to redact the information from the xml, so I do not feel comfortable sending this to you.

Of course, we understand this, no problems.
In this case, I'll forward to our developers the information you've already provided and will ask them to look into this to see if it's possible, perhaps, to reproduce the issue. Sorry for the inconvenience.

I'll get back to you with an update from our development department shortly.

Hello Brian,

Thank you for your message.

Unfortunately, according to our Support Policy we cannot assist you in resolving network administration issues or issues related to using third-party software. In order to resolve the port forwarding issue please try referring to the ngrok documentation or Support service, as they would be able to provide more insightful information on setting up port forwarding via their software.

Alternatively, please note that instead of port forwarding, it's possible to connect to a remote Host machine located behind a router/firewall via the Internet-ID connection which is fast and easy to set up.

Hope that helps.

Hello Gaute,

Thank you for the provided log files - we've received your email. We will examine the log files and I will also additionally forward them to our developers to ask for their input on this issue.

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

Hello John,

Thank you for your patience.

I've checked on the ETA for Host/Agent for Mac/Linux with our developers - we do plan to release it within this year, but unfortunately, there's no more specific ETA on it yet. However, we'll make sure to update all our users once Host/Agent for Mac/Linux is available. Sorry for keeping you waiting.

Please let me know if you have more questions.

Hello Gaute,

Thank you for the clarification.

In this case, could you please check if it's possible to connect to these remote Hosts using Full Control or View Only connection modes instead?  provide us the Host log files fr om the remote machines wh ere the issue occurs and the Viewer log for examination? You can send the log files to support@remoteutilities.com.

Looking forward to your reply.