Pauline's community posts
Blank Host Screen causes color degradation
Pauline,
Support (Posts: 2842)
Jan 11, 2021 11:43:57 am EST
Hello Andy,
Thank you for the clarification.
Unfortunately, this is a known issue that is caused by a new blank screen mechanism-specific features - the Monitor Driver was discontinued since the 6.12.2.0 Beta 2 version as it is outdated and soon won't be supported by Windows at all.
Besides, the new screen blanking method is more versatile - namely, it works on laptops without blocking out the brightness controls (whereas the driver method has such a problem). Unfortunately, there are some downsides like the degraded colors when the blank remote screen feature is enabled. However, we'll do our best to improve the feature in our future updates. Sorry for the inconvenience.
Please let us know if you have other questions.
Thank you for the clarification.
Unfortunately, this is a known issue that is caused by a new blank screen mechanism-specific features - the Monitor Driver was discontinued since the 6.12.2.0 Beta 2 version as it is outdated and soon won't be supported by Windows at all.
Besides, the new screen blanking method is more versatile - namely, it works on laptops without blocking out the brightness controls (whereas the driver method has such a problem). Unfortunately, there are some downsides like the degraded colors when the blank remote screen feature is enabled. However, we'll do our best to improve the feature in our future updates. Sorry for the inconvenience.
Please let us know if you have other questions.
Remote Utilities showing not online
Pauline,
Support (Posts: 2842)
Jan 11, 2021 9:37:08 am EST
Hello John and Shinichi,
Thank you for your messages.
Yes, unfortunately, there was a short (approximately 5 minutes) downtime on our servers. We assume that some temporary issue within the datacenter's network caused the downtime. We're currently investigating the issue.
However, right now our servers are up and running. Sorry for the inconvenience.
Please let us know if you have other questions.
Thank you for your messages.
Yes, unfortunately, there was a short (approximately 5 minutes) downtime on our servers. We assume that some temporary issue within the datacenter's network caused the downtime. We're currently investigating the issue.
However, right now our servers are up and running. Sorry for the inconvenience.
Please let us know if you have other questions.
Run command in terminal as User
Pauline,
Support (Posts: 2842)
Dec 30, 2020 10:10:27 am EST
Hello Hans,
Thank you for the clarification.
In case if you don't want to update your current installation with the latest stable version, you can use Portable Viewer and Agent instead, just to see if using the latest 6.12.4.0 Beta 4 version helps to resolve the issue. Both Agent and Portable Viewer are available for download on this page as well.
Hope that helps.
Thank you for the clarification.
Yes, the Beta 4 version is available with its own license (since it's a Beta version), which expires on March 1, 2021, i.e. currently you don't need to register it with your license key.Is there a way to use the Beta 4 version with an active license? The last time I downloaded the Beta 4 version it didn't allow me to activate my version with my key.
In case if you don't want to update your current installation with the latest stable version, you can use Portable Viewer and Agent instead, just to see if using the latest 6.12.4.0 Beta 4 version helps to resolve the issue. Both Agent and Portable Viewer are available for download on this page as well.
Hope that helps.
Remote Utilities 6.12 Beta
Pauline,
Support (Posts: 2842)
Dec 29, 2020 4:19:09 pm EST
Hello Max,
Thank you for your feedback.
Yes, unfortunately, the updated mechanism to fetch the Host's version number is yet to be fully implemented - we've only implemented it partially in one of our previous updates. However, we will make sure to mention it in our Release Notes and notify all users who had any issues with this feature, once it's added in our future updates.
Please let us know if you have other questions.
Thank you for your feedback.
Yes, unfortunately, the updated mechanism to fetch the Host's version number is yet to be fully implemented - we've only implemented it partially in one of our previous updates. However, we will make sure to mention it in our Release Notes and notify all users who had any issues with this feature, once it's added in our future updates.
Thank you for letting us know. We will additionally test this to see if we can reproduce the issue, so we can fix it in our future updates.Also, when I did them one at a time, they succeeded, but when I tried two at once, the first one failed authorization and the second one worked. Without changing any setting, tried remote upgrade again on the one that failed authorization and it upgraded.
Thank you for your suggestion. We will make sure to extend the Beta license period before it expires, but we currently plan to release another update before the expiration date.Lastly, given the amount of time between beta releases, the 3 month license expiry seems short. You should think about 9 months at least.
Please let us know if you have other questions.
Single Password vs RU Security
Pauline,
Support (Posts: 2842)
Dec 28, 2020 4:07:03 pm EST
Hello Victor,
Thank you for your message.
Could you please double-check and let us know what authentication method is set for your Host in the Connection Properties window, on the Authentication tab?
Looking forward to your reply.
Thank you for your message.
Could you please double-check and let us know what authentication method is set for your Host in the Connection Properties window, on the Authentication tab?
Looking forward to your reply.
Service down..
Pauline,
Support (Posts: 2842)
Dec 28, 2020 3:57:07 pm EST
Hello John,
Thank you for your message.
Our Internet-ID servers are up and running right now. There was some short downtime period due to the servers being updated. Sorry for the inconvenience.
Please let us know if you have other questions.
Thank you for your message.
Our Internet-ID servers are up and running right now. There was some short downtime period due to the servers being updated. Sorry for the inconvenience.
Please let us know if you have other questions.
Beta testing: Remote Utilities for macOS/Linux
Pauline,
Support (Posts: 2842)
Dec 28, 2020 1:15:57 pm EST
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.
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.
Run command in terminal as User
Pauline,
Support (Posts: 2842)
Dec 28, 2020 9:12:09 am EST
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.
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.
Connect to the Agent inside active RDP
Pauline,
Support (Posts: 2842)
Dec 23, 2020 1:37:48 pm EST
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.
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.
Connect to the Agent inside active RDP
Pauline,
Support (Posts: 2842)
Dec 23, 2020 11:14:07 am EST
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.
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.