Pauline's community posts


RU Server on VM Hyper Visor

Pauline, Support (Posts: 2911)
May 14, 2021 2:52:19 pm EDT
Hello Gaz,

Thank you for your message.

Is there anything specific or unique that needs to be set up that we are missing?
Or does RU Server not work on a Hypervisor set up?

There are no specific requirements for Remote Utilities running on VMs. Before we can proceed with further troubleshooting, please also try checking with this guide on migrating your RU Server to a new machine to check if all necessary data and settings were carried over to the new machine.
In case if all necessary data/settings are already set on the Server but the issue still persists, please feel free to send us the RU Server logs for examination, as well as the Host and Viewer log files from a couple of machines that are unable to connect via RU Server. The Host logs can be located in the following folder: C:\Program Files (x86)\Remote Utilities - Host\Logs\. Here's how you can obtain the Viewer log. Please do not publish the logs on the forum as they're considered personal information - instead please feel free to send it to support@remoteutilities.com or via ticket created in our Ticket System.

Hope that helps.

Adding a second license but get invalid license error

Pauline, Support (Posts: 2911)
May 14, 2021 2:07:24 pm EDT
Hello Alexander,

Thank you for your message.

Your new license comes as a file in .rlicense format, correct? Please note that license keys in .rlicense format are meant for version 7 (and higher) of Remote Utilities and are not compatible with version 6.10.10.0 or older versions of Remote Utilities.
In case if you mean that you've upgraded your license key (i.e. expanded it by adding more connections), you can simply update your Remote Utilities installations to the latest version 7.0.2.0 - this can be done via the Self-Update feature or manually by downloading the latest version from our Download page.
In case if you have now two license keys - one of version 6 (in .txt format) and the other one for version 7 - you can continue using them separately with different Viewers of respective versions or you can also upgrade your current license key for version 6, so it will be possible to add it to newer Viewers. All customers who purchased their licenses within a year prior to the version 7 release date (i.e. within 2020-2021) are eligible for a free upgrade. You can check if your key can be upgraded for free using this form.
In addition, please feel free to refer to this page that can provide some useful information.

Please let me know if you have more questions.

portable viewer saving .rdp files in C:\Users\user01\AppData\Roaming\R

Pauline, Support (Posts: 2911)
May 14, 2021 12:02:55 pm EDT
Hello,

I'm glad to hear we were able to help!

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

portable viewer saving .rdp files in C:\Users\user01\AppData\Roaming\R

Pauline, Support (Posts: 2911)
May 14, 2021 10:07:32 am EDT
Hello,

Thank you for your patience and additional information.

I've checked on the issue with our developers - the issue might be occurring if the file license.txt was somehow removed from the Portable Viewer's folder. Could you please double-check if the license.txt file is present in your Portable Viewer folder? In case if you cannot locate the file license.txt in the Portable Viewer folder and it was somehow removed - please try unzipping the .zip archive with Portable Viewer to your computer once again (you can unzip it to another directory on your machine or simply delete the previous folder) and see if this helps to resolve the issue.
In case if you need to re-download Portable Viewer, its latest version 7.0.2.0 is available on this page.

Hope that helps.

Blank host screen feature does not work

Pauline, Support (Posts: 2911)
May 13, 2021 5:07:23 pm EDT
Hello Kaelyn,

Thank you for your patience.

I've checked with our developers on this and one of the reasons this issue might be occurring is if Windows OS is not updated to its latest build. Could you please double-check if your Windows is updated to the latest version on both Host and Viewer machine? Here's how you can check if there are any updates are available for your Windows:
1. Click on the Windows Start button in the taskbar, then navigate to: Settings -> Update & Security -> Windows Update.
2. Alternatively, you can click the Check for Windows updates button on this Microsoft help page.
After you've updated your machines to the latest Windows build, please try connecting to the remote Host once again and see if this helped to resolve the issue.

Hope that helps.

portable viewer saving .rdp files in C:\Users\user01\AppData\Roaming\R

Pauline, Support (Posts: 2911)
May 13, 2021 4:58:19 pm EDT
Hello,

Thank you for the clarification.

I will forward this issue to our developers along with the provided details and will ask them to look into it in case if we can identify what might be causing the issue. Sorry for the inconvenience.

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

portable viewer saving .rdp files in C:\Users\user01\AppData\Roaming\R

Pauline, Support (Posts: 2911)
May 13, 2021 3:55:50 pm EDT
Hello,

Thank you for the clarification.

Could you please also let me know if when uninstalling Viewer, have you simply deleted it from Windows "Apps and features" menu or have you performed a complete uninstallation as described here?

Looking forward to your reply.

Start host

Pauline, Support (Posts: 2911)
May 13, 2021 2:43:04 pm EDT
Hello John,

Thank you for your message.

Unfortunately, there's no such feature to start Host remotely in case if it's not running on a remote machine, i.e. Host Start must be initiated by a user. In addition, perhaps, this KB article might provide some helpful information.

Hope that helps.

portable viewer saving .rdp files in C:\Users\user01\AppData\Roaming\R

Pauline, Support (Posts: 2911)
May 13, 2021 2:15:50 pm EDT
Hello,

Thank you for your message.

Unfortunately, we couldn't reproduce the issue - rdp connections are saved in the respective "rdp_connections" subfolder in the Portable Viewer's folder. Could you please let us know where do you store your Portable Viewer, e.g. if it's just a folder on your computer or USB drive?

Looking forward to your reply.

Set default printer to Remote Utilities Printer

Pauline, Support (Posts: 2911)
May 13, 2021 10:48:03 am EDT
Hello André,

Thank you for your message.

Could you please clarify if you mean that the "Remote Utilities printer" driver is not present in the Devices and Printers window on your Host machine? If this is the case, please double-check if the printer is displayed as installed in the Host Settings -> Driver tab (i.e. the "Install" button should be inactive)?
 - 13 May 2021 10:49:02

In case if the printer driver is not installed yet, please try installing it by selecting the "Install" button. In case if you've previously already installed the printer driver, but it somehow got removed from the Host machine - this might have been caused by some antivirus/firewall software activity. In this case, please try adding your Host installation folder to the antivirus/firewall software section list as described here and then try installing the printer driver once again.

Hope that helps.