Pauline's community posts

Hello Angus,

Thank you for your message.

Could you please clarify if you use the latest version of the Viewer app for Android (i.e. the currently available in the Google Play version 11.30)? If this is the case, then could you please try updating your Android device to the latest Android 11 version? The previous mobile Viewer version had some compatibility issues with devices running on Android 11, so updating to the latest Android version might help to resolve the issue.

As for the connection information (the Internet-ID code) - sorry for a somewhat primitive interface in the mobile Viewer. Currently, the connection entries are saved and available as a drop-down list by clicking the 3-dot icon in the connection entry field. However, we plan to release a significantly improved mobile Viewer version, in which we are going to implement a full-fledged address book that can be synced with the desktop Viewer and a number of different features that will make mobile Viewer more useful. Unfortunately, we cannot provide any specific ETA on its release yet. Sorry for the inconvenience.

Please let us know if the issue persists even when the mobile Viewer is used on the latest Android 11 device.

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screen mechanism-specific features - the Monitor Driver was discontinued since the 6.12.2.0 Beta 2 version as it is outdated and soon won't be supported by Windows at all.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.

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.

Hello Hans,

Thank you for the clarification.

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.

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.

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.

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.

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 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.

Lastly, given the amount of time between beta releases, the 3 month license expiry seems short. You should think about 9 months at least.

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.

Please let us know if you have other questions.

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.

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.

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.