Pauline's community posts

Hello Andrei,

Thank you for the clarification.

And now I have a working remote connection to my desktop. But it works for some (2-10) seconds. Remote desktop works, keyboard works, mouse works and after 2-10 seconds remote desktop freeze on RU screen, waiting for some seconds and RU make a reconnection.

In this case please feel free to send us the Host log files for examination - this can help to identify what's causing the issue. You can locate the Host logs in the following folder: C:\Program Files (x86)\Remote Utilities - Host\Logs\. You can send us the log files to support@remoteutilities.com.

Looking forward to your reply.

Hello Andreas,

Thank you for your message.

Could you please let me know if your RU Server is updated to the latest version 3.0.0.1 as well? In addition, could you please clarify if you use RU Server as a sync server only or if it also doubles as a relay server/auth server? Last but not least, please let me know if you have any antivirus software installed on the machine with RU Server?

Looking forward to your reply.

Hello Dave,

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

Please feel free to post another message if you have more questions.

Hello Marco,

Of course, I've checked this with our development department, so this is the information I got directly from the developers. For more information please also try referring to this Microsoft Documentation page.

Hope that helps.

Hello Frank,

Thank you for your message.

Could you please let me know if you've tried opening the license key file in a plain text editor, e.g. Notepad, copying it from there and then pasting in the License Key Storage? If you've already tried this, but was unable to register your Viewer, then the issue might be caused by the Viewer configuration file being somehow damaged/corrupted.
Please, try the following:
1. Fully exit the Viewer File -> Exit.
2. Locate the file config_4.xml in the C:\Users\[Your_username]\AppData\Roaming\Remote Utilities Files\ folder.
Please note that the AppData folder might be hidden by default in which case you need to enable "Hidden files and folders" in Windows Explorer settings.
3. Remove the config_4.xml file from that folder.
This will reset the Viewer settings. Your address books won't be affected by this action.
4. Run the Viewer and try registering it with your license key once again.

Please let me know if this worked for you.

Hello Andrei,

Thank you for the detailed clarification.

Could you please let me know if you have both Host and Viewer updated to the latest version 7.0.0.3? If this is the case, please try enabling the Use legacy capture mode feature and see if it helps to connect to a remote Host. You can enable the feature in the Host Settings -> Other tab. After enabling the "Use legacy capture mode" checkbox, please make sure to restart Host in order for the changes to be applied.
As for the "world map" issue that occurs especially when the remote monitor is turned off - this is a known issue that we've partially fixed in the previous version 7.0.0.2. However, since the issue still manifests itself in certain circumstances, we will implement additional fixes in the upcoming update for Remote Utilities.

Is any way to downgrade to 6.12 beta host? It works before update well)

Unfortunately, we do not provide version 6.12 installation files anymore as it was Beta version of Remote Utilities. However, it's possible to downgrade to the latest stable version 6.10.10.0 which is available for download on this page.

Please let me know if this worked for you or if the issue persists.

Hello,

Thank you for your patience.

I've checked with our developers on this issue - we've managed to reproduce the issue and we will implement a fix for it in the next update for Remote Utilities which will be available very soon. Sorry for the inconvenience.

I'll keep you updated on the issue and will let you know once the fix is available.

Hello Frank,

We're glad to hear we were able to help!

Thank you for your feedback! We will be further improving our Documentation to adjust it to some new features we've recently added, so we'll take note and will correct what you've pointed at.

Please let us know if you have more questions or if you need our further assistance.

Hello,

Thank you for your message.

Unfortunately, we couldn't reproduce the issue since it only manifests itself in certain circumstances. However, a fix for this issue will be implemented in our next update which we plan to release very soon. I apologize for the inconvenience.

I'll keep you updated and let you know once the update is available.

Hello Andrei,

Thank you for your message.

Could you please elaborate a bit more on the issue? Do you mean that the connection screen is stuck on the "digital map" window or do you get any error messages?
Am I right in assuming that you use Internet-ID connection? If this is the case, please try referring to this troubleshooting guide that might provide a helpful solution.

Please let me know if the solutions listed in the guide above did not help and the issue persists.