Pauline's community posts

Hello Daniel,

Thank you for your message.

Is there just a setting I need to set somewhere that I missed?

Could you please try enabling the Use legacy capture mode feature in the Host Settings -> Other tab and see if this helps to resolve the issue? Please make sure to restart Host after enabling the feature in order for the changes to be applied.

In addition, please try updating your Host to the latest 6.12 Beta 4 version as well. The latest 6.12 Beta 4 version is available for download on this page. In case if you use other Remote Utilities modules for Windows, such as Viewer or RU Server, please make sure to update them to the same version as Host as well in order to avoid the version mismatch that might lead to performance issues or some feature not working.

Hope that helps.

Hello Sam,

Thank you for your message.

I've seen quite a few hangs, which I didn't realise wasn't actually normal until I used the windows version more frequently.
Sometimes connecting seems slow.

Could you please clarify what version of Remote Utilities do you use for your Windows machines? In case if you use version 6.10.10.0 please try updating to the most recent 6.12 Beta 4 version as it might improve the overall connection speed and performance.
Version 6.12 Beta 4 is available for download on this page.

Sometimes it is frustrating to see my machine bookmark disappears -- I think the main window is acting on a delete key command unintentionally why the session is in progress perhaps?

Could you please elaborate on this a bit more? Do you mean that connection entries get deleted from your Viewer's address book when you press the "delete" key while connected to a remote Host?

Looking forward to your reply.

Hello Chris,

Thank you for your message.

The other issue is after a restart of the Windoze box, the Mac viewer will connect, but the window stays blank and won't connect.

Could you please try enabling the Use legacy capture mode feature in the Host Settings -> Other tab and see if this helps to resolve the issue? Please make sure to restart Host after enabling the feature in order for the changes to be applied.

Does Mac Printing work ok?

Unfortunately, the remote printing feature is yet to be implemented for the Viewer for Mac/Linux. However, we'll make sure to add this feature in the subsequent Beta version or final releases. You can find the full list of features that have been currently added to Viewer for Mac/Linux on this page.

Also needing Host for Mac right away of course.

Host for Mac/Linux is currently in development. Unfortunately, we cannot provide a specific ETA on the Host's for Mac/Linux release yet, but we'll do our best to provide it as soon as possible. Sorry for keeping you waiting.

This seems like more of an Alpha. I frequently can't connect, where a small white window sits for a long time. Even go to a large white screen and have the same issue. I've only dabbled with it a few times and It is hang city.

Could you please let us know what version of Host and RU Server do you currently use? In case if you use version 6.10.10.0 or an older version, please try updating your Host and RU Server to the most recent 6.12 Beta 4 and 2.9 Beta 4 versions respectively to see if this helps to resolve the issue.
The latest 6.12 Beta 4 version (and 2.9 Beta 4 for RU Server) is available for download on this page.

Then I connect, and the keyboard on my VM on the host is way screwed up, yet not on the Host. I connect with another remote control app, and no problem at all.

Could you please let me know if you use any keyboard layout or language that is different from the standard English (US) layout? We've been reported a few issues regarding the keyboard layouts in different languages, these issues will be fixed in the next updates for Viewer for Mac/Linux.

Hope that helps.

Hello Nicholas,

Thank you for the clarification.

Could you please double-check and see if your remote Hosts are still showing offline and you cannot connect to them? We've found a minor issue on our servers that has affected the connectivity for older versions of Remote Utilities, so perhaps, your Hosts might have been affected as well.
However, we've already fixed this issue. Could you please try connecting to your remote Hosts once again and see if it works? Sorry for the inconvenience.

Please let me know if the issue persists.

Hello Nicholas,

Thank you for your message.

Could you please let me know what version of Remote Utilities do you use? In addition please let me know if all of the Hosts that are showing offline are located in the same network? If this is the case, then could you please try connecting to a remote Host in another network?

Last but not least, 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 (you can simply move it to another folder, just in case).
This will reset the Viewer settings. Your address books won't be affected by this action.
4. Run the Viewer and register it with your license key once again.
5. See if you're able to connect to any of the remote Hosts or if they are showing online.

Looking forward to your reply.

Hello Ari,

Thank you for your message.

We've updated the Beta version of Viewer for Mac/Linux and extended the free license period until April 1, 2021. Sorry for the inconvenience.
In order to continue using Viewer for Mac, please re-download the updated Beta version with an extended license period on this page.

Please let us know if you have more questions.

Hello Thomas,

Thank you for your message.

If you are connecting to a remote Host via the Full Control mode, then this behavior is normal. The Viewer's cursor always takes precedence over the remote cursor, so if the mouse on the Viewer's side moves even slightly the remote cursor will return to the current position of the local cursor regardless of where the remote cursors move.
However, if you want to let the remote user work without such interruptions you can switch to the View Only mode within the remote session by clicking the corresponding icon on the toolbar:


Alternatively, you can also use the Alt+F12 hotkey combination to quickly toggle between Full Control and View Only mode within a remote session.

Hope that helps.

Hello Clodomiro,

Thank you for your message.

Please note that I've replied to your post in this thread in order to avoid duplication.

Hope that helps.

Hello Clodomiro,

We're sorry to hear that your relative was hacked.

However, please note that it's not possible to run Remote Utilities in stealth mode - a persistent Host icon in the system tray always informs the remote user that Remote Utilities is running on their computer (we've discontinued the option to hide the tray icon since version 6.3.0.4 which was released back in 2015). The program also appears in the process list. All Remote Utilities icons are using the same style and we do not provide icon customization, so it's easy for users to identify the program.

Remote Utilities is legitimate software for remote access and remote support. Any illegitimate/malicious use of the software (including its modification, reverse engineering, "cracking" etc.) is prohibited by our EULA. Besides, in many countries, such use of computer technology is a criminal offense punishable by law.
In case if someone got unauthorized access to your computer you should contact your nearest police department and let them know about the case so that they could investigate this further. We can provide our server logs (information that contains the originating IP address which is stored on our servers). However, please note that the logs can be only provided if there's a direct request from the police. Here is an excerpt from our Privacy Policy:

Government and law enforcement agencies

We may also share information to (i) satisfy any applicable law, regulation, legal process, or governmental request; (ii) enforce this Privacy Policy and our Terms of Service, including investigation of potential violations hereof; (iii) detect, prevent, or otherwise address fraud, security, or technical issues; (iv) respond to your requests; or (v) protect our rights, property or safety, our users and the public. This includes exchanging information with other companies and organizations for fraud protection and spam/malware prevention.

This is strictly within the law and international treaties and also conforms to our privacy policy. Please feel free to provide our contact information privacy@remoteutilities.com to the police - we will gladly provide our assistance to the investigation. We apologize for the inconvenience once again.

Please let us know if you have any questions.

Hello Jackie,

Thank you for your message.

Could you please let me know which version of Remote Utilities do you use on both sides of the connection?

In addition, could you please provide us the log files for examination. It would be helpful if you could send us both Host and Viewer logs. Host logs are located in the following folder: C:\Program Files (x86)\Remote Utilities - Host\Logs\.
In order to obtain the Viewer logs please follow this guide.
You can send us the log files to support@remoteutilities.com. Please do not publish the logs on the forum as they're considered to be personal information.

Looking forward to your reply.