Pauline's community posts
Please, read this if your license key doesn't work after upgrade

Pauline,
Support (Posts: 2911)
May 05, 2021 5:56:38 pm EDT
Hello Douglas,
Thank you for your feedback.
As we've mentioned in the previous replies, unfortunately, we didn't update the update mechanism in time to accommodate for major version upgrade and we apologize for any caused inconvenience.
Please note that we do not force any of our users to update to the next major version - we understand that we should put a more clear warning next time for a major version update, however, even if you've already updated to the version 7, you can always easily roll back your installation by deleting the program in the Windows Settings menu - this will keep your settings and address books intact. After this, you can simply download the previous version 6.10.10.0 from our Older versions page and run the installer. In addition, please note that your license key for the previous versions of RU are not expired, it's only not compatible with versions starting version 7, so you can use your license key with the previous version of the program for as long as you wish. Sorry for any inconvenience.
Hope that helps.
Thank you for your feedback.
As we've mentioned in the previous replies, unfortunately, we didn't update the update mechanism in time to accommodate for major version upgrade and we apologize for any caused inconvenience.
Please note that we do not force any of our users to update to the next major version - we understand that we should put a more clear warning next time for a major version update, however, even if you've already updated to the version 7, you can always easily roll back your installation by deleting the program in the Windows Settings menu - this will keep your settings and address books intact. After this, you can simply download the previous version 6.10.10.0 from our Older versions page and run the installer. In addition, please note that your license key for the previous versions of RU are not expired, it's only not compatible with versions starting version 7, so you can use your license key with the previous version of the program for as long as you wish. Sorry for any inconvenience.
Hope that helps.
Viewer 7.0.1.0 will not launch after upgrade

Pauline,
Support (Posts: 2911)
May 05, 2021 5:44:46 pm EDT
Hello,
Thank you for your message.
Unfortunately, we couldn't reproduce the issue - I have just tried updating Viewer of version 6.10.10.0 to the latest version 7.0.1.0 via the Self-Update feature and it worked as expected, i.e. Viewer of the latest version was launched right after it finished updating and I'm able to run Viewer from its desktop icon or the respective icon in the Windows Start menu.
Perhaps, the issue might have been caused by some antivirus/firewall activity. Could you please, try the following and see if this helps to resolve the issue?
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 file "config_4.xml" from the folder.
This will reset the Viewer settings/options. Your address books won't be affected by this action. However, you will need to register Viewer with your license key once again.
In addition, if you have any antivirus/firewall software running on the Viewer machine, please try adding your Viewer installation folder to the exception list as described here.
Please let me know if this helped to resolve the issue.
Thank you for your message.
Unfortunately, we couldn't reproduce the issue - I have just tried updating Viewer of version 6.10.10.0 to the latest version 7.0.1.0 via the Self-Update feature and it worked as expected, i.e. Viewer of the latest version was launched right after it finished updating and I'm able to run Viewer from its desktop icon or the respective icon in the Windows Start menu.
Perhaps, the issue might have been caused by some antivirus/firewall activity. Could you please, try the following and see if this helps to resolve the issue?
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 file "config_4.xml" from the folder.
This will reset the Viewer settings/options. Your address books won't be affected by this action. However, you will need to register Viewer with your license key once again.
In addition, if you have any antivirus/firewall software running on the Viewer machine, please try adding your Viewer installation folder to the exception list as described here.
Please let me know if this helped to resolve the issue.
Cancel Full Control connection attempt

Pauline,
Support (Posts: 2911)
May 05, 2021 5:22:22 pm EDT
Hello Greg,
Thank you for your message.
I'm glad to hear you've found the solution! Please note that you can also re-assign any of the available hotkeys, including the F12 hotkey for the "Change view mode" command, to your custom values - this can be done in the Viewer's Options -> Hotkeys tab.
Hope that helps.
Thank you for your message.
I'm glad to hear you've found the solution! Please note that you can also re-assign any of the available hotkeys, including the F12 hotkey for the "Change view mode" command, to your custom values - this can be done in the Viewer's Options -> Hotkeys tab.
Hope that helps.
Beta testing: Remote Utilities for macOS/Linux

Pauline,
Support (Posts: 2911)
May 05, 2021 3:31:48 pm EDT
Hello Daniel,
Thank you for the clarification.
We will test running Viewer for Linux on Pop! OS in our environment to see if we can reproduce the issue.
I'll keep you updated on this.
Thank you for the clarification.
We will test running Viewer for Linux on Pop! OS in our environment to see if we can reproduce the issue.
I'll keep you updated on this.
Issues in File Transfer mode

Pauline,
Support (Posts: 2911)
May 05, 2021 3:18:40 pm EDT
Hello Boris,
Thank you for your message.
We will test this out to see if we can reproduce the issue in our environment.
I'll get back to you with an update on this issue shortly.
Thank you for your message.
We will test this out to see if we can reproduce the issue in our environment.
I'll get back to you with an update on this issue shortly.
Allow load settings when creating "One-Click" or "Agent" Package

Pauline,
Support (Posts: 2911)
May 05, 2021 2:23:48 pm EDT
Hello Brad,
Thank you for your message.
Yes, we already have this feature in our wishlist, so it would be certainly added in one of our future updates. Unfortunately, we cannot provide a specific ETA on this feature yet.
Please let us know if you have more questions.
Thank you for your message.
Yes, we already have this feature in our wishlist, so it would be certainly added in one of our future updates. Unfortunately, we cannot provide a specific ETA on this feature yet.
Please let us know if you have more questions.
Task Manager not showing anything

Pauline,
Support (Posts: 2911)
May 05, 2021 12:21:11 pm EDT
Hello Donn,
I'm glad to hear it works for you now!
Thank you for your kind words! I'll make sure to forward them to our development department.
Please feel free to post another message if you have more questions.
I'm glad to hear it works for you now!
Thank you for your kind words! I'll make sure to forward them to our development department.
Please feel free to post another message if you have more questions.
ru server frames sent to relay or directly to viewer.

Pauline,
Support (Posts: 2911)
May 05, 2021 12:13:22 pm EDT
Hello Mike,
Thank you for your message.
Please note that when Internet-ID connection is used, Host and Viewer are connected via an intermediary server - it might be our public servers or your self-hosted RU Server. This means that Viewer and Host machines communicate with each other via the server. In case if you want your Viewer to connect to a remote Host directly, i.e. without any servers between them, then please consider using Direct connection instead - this connection type does not require any intermediary servers in-between Viewer and Host.
However, please note that all traffic that Remote Utilities sends over the network is encrypted via TLS 1.2. The data encryption is always on by default and cannot be disabled by the user. Transferred data is encrypted regardless of connection type and user license. For more information please also see our Security page.
Hope that helps.
Thank you for your message.
Please note that when Internet-ID connection is used, Host and Viewer are connected via an intermediary server - it might be our public servers or your self-hosted RU Server. This means that Viewer and Host machines communicate with each other via the server. In case if you want your Viewer to connect to a remote Host directly, i.e. without any servers between them, then please consider using Direct connection instead - this connection type does not require any intermediary servers in-between Viewer and Host.
However, please note that all traffic that Remote Utilities sends over the network is encrypted via TLS 1.2. The data encryption is always on by default and cannot be disabled by the user. Transferred data is encrypted regardless of connection type and user license. For more information please also see our Security page.
Hope that helps.
Beta testing: Remote Utilities for macOS/Linux

Pauline,
Support (Posts: 2911)
May 04, 2021 5:22:03 pm EDT
Hello Daniel,
Thank you for your message.
Could you please let us know what specific version of Linux do you use, so we could test this out as well and see if we can reproduce the issue?
Looking forward to your reply.
Thank you for your message.
Could you please let us know what specific version of Linux do you use, so we could test this out as well and see if we can reproduce the issue?
Looking forward to your reply.
Beta testing: Remote Utilities for macOS/Linux

Pauline,
Support (Posts: 2911)
May 04, 2021 5:17:17 pm EDT
Hello Yann,
Thank you for your message.
We will test this out to see if we can reproduce the issue. Sorry for the inconvenience.
I'll keep you updated on the issue.
Thank you for your message.
We will test this out to see if we can reproduce the issue. Sorry for the inconvenience.
I'll keep you updated on the issue.