Pauline's community posts

Hello Adam,

Thank you for the provided information.

I apologize if my previous reply was somewhat misleading/insufficient. I will forward this once again to our developers and will ask for their input on this issue.
It seems that the address book location might be the main reason causing the issue, however, since the issue can be reproduced when using Portable Viewer as well, you can send us the address book file itself for the examination (you can edit out any sensitive information before export it though). Here's a guide on how you can manually export an address book. You can then send the address book file to support@remoteutilities.com and I will forward it to our development department as well.

Looking forward to your reply.

Hello Peter,

I'm glad to hear you've figured out the issue!

Please feel free to post another message if you have more questions or need our assistance. We're happy to help!

Hello Rick,

Thank you for your message.

We've already been reported a similar issue by other users - it seems that WatchGuard deployed on the ISP level is blocking access to our servers at id.remoteutilities.com. Since WatchGuard is mostly used on the ISP level, this issue might be affecting different remote Hosts located in different networks. For more information please see this thread.

We've already contacted WatchGuard and submitted a False Positive report, so they could look into the issue and stop blocking access to our servers as soon as possible. As we're waiting for their reply, we recommend that you also submit a False Positive on their website here or you can contact your ISP and ask them to request WatchGuard to look into the issue as well. Hopefully, having more requests will help to speed up the resolution process for this issue.

I'll keep you updated on this and will let you know if there are any updates on this issue. Meanwhile, you can also provide us the Host logs, so we can additionally examine them just in case. The Host logs are located in the following folder:
C:\Program Files (x86)\Remote Utilities - Host\Logs\.
Please do not post the log files at the forum as they are considered personal information. You can send the logs to support@remoteutilities.com.

Looking forward to your reply.

Hello Adam,

Thank you for your patience.

I've checked on the issue with our developers - unfortunately, the fact that your General address book is stored on a UNC path is definitely affecting its functionality in general and might be what is causing the issues with drag and drop.
In order to confirm this, you can install Viewer on a regular Windows machine where the General address book will be stored in the following directory: C:\Users\<user>\AppData\Roaming\Remote Utilities Files\connections_4.xml - this is where General Address book is stored by default. Alternatively, you can also run a Portable Viewer instead. In this case, moving and sorting connection entries by dragging and dropping should work as expected.

Please note that in case if you want to set up the address book sync, it's recommended to it set up as described in this tutorial or even setting up a sync server.

Please let me know if you have more questions.

Hello Marco,

Of course, please feel free to let us know if there are any updates on this.

Thank you!

Hello John,

Thank you for your message.

Sure, I've forwarded this question to our development department and asked them if we can provide any approximate ETA on the Host/Agent for Mac/Linux release. Sorry for keeping you waiting.

I'll get back to you as soon as I hear from our developers on this.

Hello Giovanni,

Thank you for the clarification.

Unfortunately, Remote Utilities does not support inverted colors for a mouse cursor yet. However, I'll forward this feature request to our development department for a review to see if we can add this feature in our future updates. Sorry if this makes the program less useful for you.

I have received an email but I have received no answer to my qeìuestion

Please note that this is a simply automatic notification email that you get every time someone replies to your messages in this thread. We provide technical support from 9:00am to 5:00pm EST, Monday to Friday.

Please let us know if you have other questions.

Hello Adam,

The "Advanced Hint Window" does not show while hovering over an "online" connection unfortunately.

Yes, unfortunately, if the connection is simply "Online" you still would not be able to see the "preview" on the Advanced Hint window - in order to see it, you need to log in to the remote Host. You can also log in without starting a remote session right away - simply right-click on the preferred connection and select "Logon" or navigate to the Connection tab of the Viewer's ribbon toolbar and select "Log on" as described here. This will allow you to see preview of the remote screen in both - address book and in the Advanced Hint window without starting a remote session.

Hope that helps.

Hello Adam and David,

David, thank you for your input. I have just tested this out myself as well and can confirm that dragging and dropping connections works whether it's between local and synced address books or between different folders and sub-folders in the same book.

Adam, I'll forward the question regarding the address book location to our developers and will ask for their input on this to see if this can cause the issue or affect the address book functionality. I'll get back to you with their reply on this soon. Sorry for the inconvenience.

Please let me know if you have more questions.

Hello Giovanni,

Thank you for your message.

Am I right in assuming that you have your mouse cursor set to Inverted colors in the Ease of Access -> Mouse pointer settings window?


Looking forward to your reply.