Pauline's community posts

Hello Trent,

Thank you for your message.

I know that the preferred environment and testing would be with both the host and viewer being on the same beta version, BUT what are the expectations of backwards compatibility between the beta viewer and the GA 6.10.10.0 host?

This is correct, we always recommend that our users update both Host and Viewer (as well as RU Server if used) to the same version. We always try to maintain as much backward compatibility as possible, so in general, it's possible to connect from Viewer of a newer version to an older Host, but in some cases, the version mismatch might lead to performance issues or some features not working. The program is constantly evolving - we always add new features and bug fixes, or replace some features with their improved versions, so it's only natural that some features might not work or not work as expected in case of the version mismatch.
For example, starting version 6.12 Beta 3, we've implemented an improved mechanism for the File Transfer connection mode, so we specifically mentioned in our Release Notes to update both Host and Viewer to the same version.

More specifically, do you WANT to get reports of issues regarding backward compatibility?

Of course, we always welcome any kind of feedback from our users. However, please note that most of the time such issues can be resolved by simply updating the outdated module.

My address books survived just fine, but apparently all of my stored passwords were lost. Any way to recover them? Is this expected behavior?

This might have occurred if the address book file was somehow damaged. It's possible to restore your general address books, including the connections' passwords from automatic daily backups, which are enabled by default when you install the Viewer. Please try restoring your address book from a backup following this guide.

Hope that helps.

Hello Laslo,

Thank you for the update.

Could you please let us know the configurations of both machines, i.e. Viewer and remote Host? Namely, what OSs are installed on the machines, and if there are any other software running on machines simultaneously with the remote session?
In addition, if possible, please record a short video of the issue and send it to us to [email protected], so I could forward it to our developers to see if we can reproduce the issue.

Looking forward to your reply.

Hello Jackie,

Thank you for your message.

Before we can proceed to further troubleshooting please try referring to this tutorial that provides information on the most common issues that might cause Internet-ID connectivity issues and provides solutions for them.

Please let us know if the solutions in the tutorial above did not help and the issue persists.

Hello Staticni,

Thank you for your message.

Please note that in our most recent 6.12 Beta 4 version release we've implemented a new mechanism of importing computers from Active Directory to address books via RU Server. You can find more details on how the new mechanism works in this blog post.

Unfortunately, we cannot provide a specific ETA on this feature yet, but, hopefully, more features for the AD integration will become available in our stable version release which we plan to release by the end of this month. You can always find the list of included features for the latest updates on the Release Notes page here.
The latest 6.12 Beta 4 is available for download on this page. In case if you plan to update your installation, please make sure to update both Host and Viewer to the same version to avoid version mismatch that might lead to performance issues or some feature not working.

Hope that helps.

Hello John,

Thank you for your message.

The issue might be caused by the Host files being somehow corrupted by antivirus software during or after installation. Please try the following:
1. Completely uninstall Host by following this uninstallation guide.
2. Re-install the Host from scratch and add the Host installation folder to the antivirus software exception list once again if necessary.
3. Reboot the remote machine.

Please let us know if the solution above did not help and the issue persists.

Hello James,

Thank you for your message.

Unfortunately, a fix for the cursor issue when blanking the remote screen is yet to be implemented. But thank you for your suggestion, I'll forward it to our developers for a review to see if we can fix the issue in our future updates.

Please let us know if you have other questions.

Hello Shane,

Thank you for the clarification.

In case if the issue persists when connecting to another Host as well, then please feel free to send us the Host log files for examination. The Host logs can be located in the following folder: C:\Program Files (x86)\Remote Utilities - Host\Logs\.
You can send the log files to [email protected].

Thank you.

Hello Joseph,

I really must commend your company for making so many flexible options.

Thank you for your kind words!

If you don't have your Free License key yet, you can generate it using this Free License Key Generator.

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

Hello Shane,

Thank you for your message.

Could you please let us know if you have both Host and Viewer updated to the 6.12 Beta 4 version and if you use Internet-ID connection via our default ID servers or your self-hosted RU Server?
In addition, could you please double-check if connecting to a remote Host takes a long time if you're connecting to another remote Host (e.g. in another network)?

Looking forward to your reply.

Hello Thomas,

Thank you for your message.

In case if you connect in a Full Control connection mode, then the tech behind the Viewer has control over the mouse. However, the remote user at the Host machine still can control the mouse pointer if the tech at the Viewer's side is not moving the cursor.

Please note that you can lock the remote user's mouse and keyboard when connecting to a remote Host machine. In order to do so, please enable the Lock host's mouse and keyboard checkbox in the Connection Properties - Additional properties tab.

Alternatively, you can also connect to a remote Host via the View Only connection mode - this connection mode allows you to view the remote screen without access to the remote mouse pointer and keyboard.

Hope that helps.