Pauline's community posts

Hello Marco,

Thank you for your patience.

I've checked with our developers on this question - the User field in the "Operating System" section displays the name of a user that is currently logged on. This property must have a value. In a terminal services session, UserName returns the name of the user that is logged on to the console not the user logged on during the terminal service session.

Hope that helps.

Hello Giorgio,

Thank you for your message.

This is a known issue - we're currently extensively testing it and will try to release an updated version of mobile Viewer (for both iOS and Android) with the implemented fixes as soon as we can. Sorry for the inconvenience.

Please let us know if you have other questions.

Hello Dave,

Thank you for your message.

Could you please clarify what version of Remote Utilities do you use? In case if you use version 7.0.0.3, please note that your license key from version 6 is not compatible with it. In this case, please generate a new key using this form. You will receive your key as file with a .rlicense extension - with this key you can register your Viewer as described here.

Hope that helps.

Hello Fritz,

Thank you for your message.

Unfortunately, we couldn't reproduce the issue. Could you please let me know if you were not able to connect to all Hosts in your address book when the issue occurred on your Viewer or only to one of them?

Looking forward to your reply.

Hello,

Thank you for your message.

Unfortunately, there is no such feature in Remote Utilities that can generate an email each time you run Agent. The only way to trigger an email if it was previously sent from this machine is to remove the Agent's registry key entry: Computer\HKEY_CURRENT_USER\Software\Usoris\Remote Utilities.
Sorry if this makes the program less useful for you.

Let us know if you have other questions.

Hello Abdulla,

Thank you for your message.

We've released an updated version of Viewer for Mac with an extended free period until June 1, 2021. Please download a new version of Viewer for Mac on this page.

Let us know if you have any questions.

Hello,

Thank you for your message.

While we're working on fixing this issue, please try the following workarounds that might help you to connect to a remote Host:
1. Authenticate/Log in on one of your Hosts where the issue with the "world map" window occurs.
2. Start a Full Control session. The "world map" screen must be showing for some time.
3. In the Full Control window, right-click on the connection tab, select Send key command and choose a command to send (e.g. the Alt+PrtScr command or you can choose any other).
4. If everything goes well the connection should immediately be established.

If the above solution did not help, please try simply closing the Full Control connection window and re-opening it once again right away.

I'll keep everyone in this thread updated and will let you know when the update with a fix for this issue is available.

Thank you.

Hello,

Thank you for the clarification on this.

If possible, could you please provide us the following files for examination:
1. Contents of the folder C:\Users\user_name\AppData\Roaming\Remote Utilities Agent\
2. Registry key that contains Agent's settings: Computer\HKEY_CURRENT_USER\Software\Usoris\Remote Utilities
You can send these files to [email protected].

Looking forward to your reply.

Hello Donn,

Thank you for the clarification.

I'll forward this information to our developers once again.

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

Hello Joseph,

We've received you emails, thank you for the provided log files.

I've examined the files but couldn't find anything that could be pointing to what's causing the issue, so I will forward the issue to our developers and ask for their input on this.

I'll get back to you with an update from them shortly.