Pauline's community posts

Hello Frank,

Thank you for your message.

Could you please let me know if you've tried opening the license key file in a plain text editor, e.g. Notepad, copying it from there and then pasting in the License Key Storage? If you've already tried this, but was unable to register your Viewer, then the issue might be caused by the Viewer configuration file being somehow damaged/corrupted.
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.
4. Run the Viewer and try registering it with your license key once again.

Please let me know if this worked for you.

Hello Andrei,

Thank you for the detailed clarification.

Could you please let me know if you have both Host and Viewer updated to the latest version 7.0.0.3? If this is the case, please try enabling the Use legacy capture mode feature and see if it helps to connect to a remote Host. You can enable the feature in the Host Settings -> Other tab. After enabling the "Use legacy capture mode" checkbox, please make sure to restart Host in order for the changes to be applied.
As for the "world map" issue that occurs especially when the remote monitor is turned off - this is a known issue that we've partially fixed in the previous version 7.0.0.2. However, since the issue still manifests itself in certain circumstances, we will implement additional fixes in the upcoming update for Remote Utilities.

Is any way to downgrade to 6.12 beta host? It works before update well)

Unfortunately, we do not provide version 6.12 installation files anymore as it was Beta version of Remote Utilities. However, it's possible to downgrade to the latest stable version 6.10.10.0 which is available for download on this page.

Please let me know if this worked for you or if the issue persists.

Hello,

Thank you for your patience.

I've checked with our developers on this issue - we've managed to reproduce the issue and we will implement a fix for it in the next update for Remote Utilities which will be available very soon. Sorry for the inconvenience.

I'll keep you updated on the issue and will let you know once the fix is available.

Hello Frank,

We're glad to hear we were able to help!

Thank you for your feedback! We will be further improving our Documentation to adjust it to some new features we've recently added, so we'll take note and will correct what you've pointed at.

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

Hello,

Thank you for your message.

Unfortunately, we couldn't reproduce the issue since it only manifests itself in certain circumstances. However, a fix for this issue will be implemented in our next update which we plan to release very soon. I apologize for the inconvenience.

I'll keep you updated and let you know once the update is available.

Hello Andrei,

Thank you for your message.

Could you please elaborate a bit more on the issue? Do you mean that the connection screen is stuck on the "digital map" window or do you get any error messages?
Am I right in assuming that you use Internet-ID connection? If this is the case, please try referring to this troubleshooting guide that might provide a helpful solution.

Please let me know if the solutions listed in the guide above did not help and the issue persists.

Hello Boris,

Thank you for your kind words!

Unfortunately, there's no feature yet that allows assigning a hotkeys combination specifically to the "Set remote clipboard/Get remote clipboard" commands yet. However, I'll forward your feature request to our development department to see if we can implement in in our future updates.

Please let me know if you have more questions.

Hello Basil,

Thank you for your feedback.

I'll forward your feature suggestion along with the feedback to our developers for a review to see if it's possible to add it in our future updates. Sorry for the inconvenience.

Please let me know if you have other questions.

Hello John,

Thank you for the feedback.

Is this like overkill ? I do thank you for the reply it is a solution I didn't know but think its very hard to roll out to other users.

Yes, unfortunately, this solution might be a little time/effort consuming and not very convenient for some users. We already have the feature that will allow mapping remote and local monitors in a convenient way in our wishlist as well as we plan to revamp the mechanism behind the multi-monitor configuration. I'll check on this with our development department to see if, perhaps, we can provide an ETA on this.

Please let me know if you have any questions.

Hello Fritz,

Thank you for the provided details.

I've forwarded the issue to our developers and asked for their input on this. Sorry for the inconvenience.

I'll get back to you with an update on this shortly.