Pauline's community posts

Hello Mike,

Thank you for your feedback.

The issue when connection is getting stuck on the "digital map" screen is a known issue. You noted correctly that as it's mentioned in our Release Notes we've already partially fixed it in the version 7.0.0.3 - which resolved the issue for most users. However, since we've already been reported that the issue re-occurs for other users, we will implement additional fixes for this issue in our next update. Hopefully, the next update will be available very soon, but unfortunately, we cannot provide any specific ETA on it. Sorry for the inconvenience.

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).
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.

Please let me know if you have more questions.

Hello,

Thank you for your message.

Please note that I've replied to the ticket you've created and will get back to you with an update on this via the same ticket in order to avoid duplication.

Thank you!

Hello,

Thank you for your message.

Could you please provide us the Host log files for examination? You can locate the Host logs in the following folder: C:\Program Files (x86)\Remote Utilities - Host\Logs\ and send the files to support@remoteutilities.com.

Looking forward to your reply.

Hello Andrew,

Thank you for your message.

Unfortunately, the feature to select the primary monitor as a default one for a multi-monitor configuration is yet to be implemented in Remote Utilities. We already have this feature in our roadmap, so we will definitely add it in our future updates, but, unfortunately, we cannot provide any specific ETA on this feature yet.

Please let us know if you have more questions.

Hello John,

Thank you for your message.

Please note that the license key for version 6.x.x.x is incompatible with version 7.x.x.x of Remote Utilities. Please refer to this page for more information. In addition please note that in case for Free License users, you need to generate a new license key to use with version 7 using this form, since the Free license keys are not upgradable. After generating the new key please follow this guide to register your Viewer.

Hope that helps.

Hello Viorel,

Thank you for your message.

Please note that I've already replied to the ticket #4078 you've created earlier in our Ticket System in order to avoid duplication.

Please let us know if you have more questions or if you need our further assistance.

Hello,

Thank you for your message.

I've used the wizard-created custom MSI on one of our hosts, after disabling all ESET endpoint security features. This time it went fine.
I'm not certain this was caused by ESET. If it wasn't then another cause should be searched. Even if it was, I still have a problem here, since I can't simply disable ESET over our fleet...

Unfortunately, this is indeed caused by ESET as they remove any installation files built with the MSI Configurator from the computer. We understand that this causes major inconvenience for our users and we're trying to resolve the issue with ESET themselves.
We also encourage all our users who is affected by this issue to contact ESET as well at this email address samples@eset.sk as getting such requests from their own customers should significantly speed up the resolution process.

However, I still don't feel confident for a wide deployment via GPO.

Of course, it's absolutely understandable. In this case please consider using the MSI Configurator with the Legacy option selected - in this case the output file comes out without any signature, so it's possible to use your own code signing certificate instead. This way, ESET won't remove the installation files. In case if you have a code signing certificate, this might serve as a temporary solution until we resolve the issue with ESET themselves. Sorry for the inconvenience.

Please let us know if you have other questions.

Hello,

Thank you for your message.

Is your fix going to involve only the viewer or the host as well?

Initially this issue occurred on the Host side - we believe that this has to do with the remote monitor turning off and subsequent VIewer's inability to wake it. However, we're implementing additional fixes in order to eliminate the issue completely.

I'm currently postponing installation of Host 7.0.0.3 due to the problems discussed in my other thread, this would be an extra issue to wait for a more definite resolution.

Of course, we understand and apologize for the inconvenience. We'll do our best to release the update with a fix for this as soon as we can. I'll make sure to notify everyone in this thread as soon as the update is available.

Please let us know if you have more questions.

Hello Alain,

Thank you for your message.

Please make sure that you use Host and Viewer of the same version, e.g. 7.0.0.3. The File Transfer mode was completely rewritten starting version 7, so if your Host and Viewer versions are mismatching, then similar issues might occur. For more information please see this blog post.
In case if your Host and Viewer are not of the same version, you can update them via the Self-Update feature. Alternatively, the latest version 7.0.0.3 of Remote Utilities is available for download on this page.

Hope that helps.

Hello Andrei,

I'm glad to hear you've figured out the issue and it works for you now!

Please feel free to post another message if you have more questions. We're happy to help.