Pauline's community posts

Hello Marco,

Thank you for your message.

Am I right in assuming that you use Viewer of version 7.0.0.1 and Host of an older version (perhaps, 6.10.10.0 or an older version), i.e. mismatching versions of Remote Utilities? If this is the case, then the issue occurs because starting version 7 the File Transfer protocol has been re-written from the ground up in order to improve the overall speed and performance of the File Transfer mode. This means that the File Transfer mode will only work if Viewer and Host are both version 7.x.x.x. For more information on the updated File Transfer mode please see this blog post.

Please try updating your Host to the latest 7.0.0.1 version as well by following this guide on updating Remote Utilities.

Hope that helps.

Hello Marco,

Thank you for your message.

Could you please let us know if you have any antivirus software installed on the Host machine?
In addition, please feel free to send us the Host log for examination. You can send it to support@remoteutilities.com.
Last but not least, please also try referring to this troubleshooting KB article that might provide a helpful solution.

Looking forward to your reply.

Hello Ole,

Thank you for your message.

Could you please clarify if you mean Host or Agent?
In case if it's Host, you can simply update it using one of the methods described in this tutorial on updating Remote Utilities, i.e. if you'd prefer to use the Self-update method, then creating a new MSI file is not necessary.

In case if you meant Agent, then you can simply create a new Agent package following this tutorial.

Hope that helps.

Hello Boris,

Thank you for your patience.

I've checked on the issue with our developers - the "iConnectKind" error entries signify that something is modifying the traffic from time to time - for example, it might be your router or some kind of privacy software. Since you're able to connect to your remote Host, please feel free to disregard the entries in the log files.

Hope that helps.

Hello Brant,

I'm glad to hear I was able to help!

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

Hello René and Jørgen,

Thank you for your messages.

Could you please provide us a few screenshots that would demonstrate the issue? You can post screenshots here (please make sure to hide any sensitive information) or send them to support@remoteutilities.com.
In addition, please clarify if you've updated both Host and Viewer to the same 7.0.0.1 version? Also please let us know what OSs are running on the Viewer machines where the issue occurs?

Looking forward to your reply.

Hello Russell,

Thank you for your message.

I see that you've closed the ticket you've previously created, so I'll reply here to avoid duplication. Please use this form to upgrade your license key and generate a .rlicense file for version 7 of Remote Utilities.
After upgrading your license key, you can register your Viewer following this tutorial.

Hope that helps.

Hello Rene,

Thank you for your message.

Unfortunately, we couldn't reproduce the issue - Viewer opens the Full Control and View window in the same view mode (i.e. Stretch, Fullscreen, etc.) that was set during the previous remote session.
The issue might be occurring if the Viewer configuration file was somehow corrupted by some antivirus or firewall software, or if there are some issues with writing to the configuration file.
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. However, you will need to register your Viewer with a license key once again. To do so, please follow this tutorial.
4. Run the Viewer and see if the issue persists when connecting to a remote Host.

Please let me know if this worked for you.

Hello Dimitris,

Sorry for the inconvenience. I'll forward your additional feedback to our developers for a review - perhaps, we will be able to review this in our future updates.

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

Hello Brant,

Thank you for the provided details.

Allow me to ask one more thing - after configuring connection properties for RDP and clicking the "Save" button, do you proceed with selecting the Connect button?
If this is the case, could you please try closing the RDP properties window after clicking "Save" instead of connecting to a remote Host? Then try selecting the OK button in the RU's own connection properties window - this should save the properties correctly. Please see the screenshot below:


Please let me know if this worked for you.