Pauline's community posts

Hello Simon,

Thank you for your patience.

Unfortunately, we couldn't reproduce the issue with the arrow keys when using Viewer for Mac - the arrow keys always work as expected with various software. Sorry for the inconvenience.

Please let us know if you have other questions.

Hello Hans,

Thank you for your message.

Could you please clarify what version of Remote Utilities do you use on both sides of the connection? In case if you use version 6.10.10.0 or even an older version of Remote Utilities, please try updating your installation to the latest 6.12.4.0 Beta 4 version, as the issue might have already been fixed in the latest releases.
The latest 6.12.4.0 Beta 4 version is available for download on this page.
When updating Remote Utilities, please make sure to update both Host and Viewer to the same version in order to avoid the version mismatch that can cause performance issues or some features not working.

In case if the issue persists even when using the latest 6.12.4.0 Beta 4 version, please let us know what OS is used on both Viewer and remote Host machines.

Hope that helps.

Hello,

Thank you for your patience.

I've checked on the issue with our developers - unfortunately, running Agent inside of the RDP session will most likely not work. Please consider using Host instead - you can simply install it on the remote machine, then connect to it while the other user is already connected via RDP and choose the user's terminal session on the Full Control window's Toolbar using the Terminal sessions button:


Hope that helps.

Hello,

Thank you for the update.

I've forwarded the issue to our developers and asked for their input on this. I'll get back to you with their reply soon.

Sorry for the inconvenience.

Hello,

Thank you for your message.

When he starts (inside his RDP session) the Agent in his usual way, I can connect with viewer, but my screen is black and I can't do anything.

Could you please try enabling the Use legacy capture mode feature in the Agent's Settings -> Other tab and see if this helps to resolve the issue? Please note that the remote user might need to restart Agent in order for the changes to be applied.

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

Hello Simon,

Thank you for the clarification.

We will additionally test this to see if we can fix the issue in Viewer for Mac in the next updates as well. Sorry for the inconvenience.

We'll keep you updated on the issue.

Hello,

We're glad to hear you've figured out the issue!

Please feel free to post another message or open a new ticket if you have other questions. We're happy to assist.

Hello Tiago,

Thank you for your feedback.

We already have a similar feature on our wish list - we plan to improve logging in our future updates, so the username of the remote user and the hostname of the computer of the remote user would be logged for all authentication methods.

As for displaying the username when the Custom Server Security authentication method is used - I will forward this feature suggestion to our development department for a review to see if we can implement this in our future updates as well. However, please note that in case if you additionally use the RU Server in its relay role, then it's possible to see Viewers and Hosts that are currently using this server for a remote session on the Active tab of the RU Server's Admin Console.

Hope that helps.

Hello Simon,

Thank you for your patience.

I've checked with our developers on the issue. Could you please clarify if you use Viewer for Mac or for Linux OS? In case if you use Viewer for Linux, there are currently some issues with the numeric keypad that might be causing such behavior of the arrow keys. This issue will be fixed in the next update. Sorry for the inconvenience.

Please let us know if you have other questions.

Hello Jeremie,

Thank you for your patience.

I've checked with our developers on the issue. Could you please archive and send us the Agent's log files for examination? By default, the Agent log files are stored in the following location: C:\Users\user_name\AppData\Roaming\Remote Utilities Agent\Logs\
Alternatively, you can locate the log files by opening Agent settings -> Logging tab and clicking Show logs folder.

You can send the archived logs to [email protected], so I could forward them to our developers for further investigation.

Looking forward to your reply.