Pauline's community posts

Hello Alan,

Thank you for the update.

The "Connection not available" status that you see on the remote side means that your Host/Agent cannot connect to our relay servers. This might be caused by various reasons, for example, required ports might be blocked on the remote machine or some antivirus/firewall software might be blocking/restricting Remote Utilities. Please try referring to this Internet-ID troubleshooting guide and see if any of the solutions listed help to resolve the issue.

Hope that helps.

Hello Trent,

I'm glad to hear that we were able to help and it works for you now!

Please feel free to let us know if you have more questions.

Hello,

This is to inform you that we've just released an updated version 7.0.0.2 with a few fixes for bugs/issues found in the previous release.

Please try updating your Remote Utilities installation and see if this helps to resolve the issue. The latest 7.0.0.2 version of Remote Utilities is available for download on this page. You can also update your installation via the Self-Update method. Please make sure to update both Viewer and Host/Agent to the same version in order to avoid the version mismatch.

Hope that helps.

Hello everyone,

This is to inform you that we've just released an updated version 7.0.0.2 with a few fixes for bugs/issues found in the previous release, including the bug with mouse cursor position when clicking. The full list of fixes/improvements is available on our Release Notes page.

Please try updating your Remote Utilities installation and see if this helps to resolve the issue. The latest 7.0.0.2 version of Remote Utilities is available for download on this page. You can also update your installation via the Self-Update method. Please make sure to update both Viewer and Host/Agent to the same version in order to avoid the version mismatch.

Hope that helps.

Hello Kerry,

This is to inform you that we've just released an updated version 7.0.0.2 with a few fixes for bugs/issues found in the previous release.

Could you please try updating your Remote Utilities installation and see if this helps to resolve the issue? The latest 7.0.0.2 version of Remote Utilities is available for download on this page. You can also update your installation via the Self-Update method. Please make sure to update both Viewer and Host/Agent to the same version in order to avoid the version mismatch.

Hope that helps.

Hello Marco,

This is to inform you that we've just released an updated version 7.0.0.2 with a few fixes for bugs/issues found in the previous release.

Could you please try updating your Remote Utilities installation and see if this helps to resolve the issue? The latest 7.0.0.2 version of Remote Utilities is available for download on this page. You can also update your installation via the Self-Update method. Please make sure to update both Viewer and Host/Agent to the same version in order to avoid the version mismatch.

Hope that helps.

Hello Alan,

Thank you for your message.

This might have been a part of a known issue in the version 7.0.0.1 - we've just released an updated version 7.0.0.2 with a few fixes for bugs/issues found in the previous release. Could you please try updating your Remote Utilities installation and see if this helps to resolve the issue?
The latest 7.0.0.2 version of Remote Utilities is available for download on this page. You can also update your installation via the Self-Update method. Please make sure to update both Viewer and Host/Agent to the same version in order to avoid the version mismatch.

Hope that helps.

Hello everyone,

David, thank you for your input once again.

Marco, as David correctly mentioned - the remote monitor remains blank (i.e. it's blacked out), so the remote user does not see your actions on the remote screen. In the newer versions you can also set up a text that is displayed on the remote screen when it's blanked - you can set it up by selecting the Set text for blank screen... button:

As for the issue - we have the new version 7.0.0.2 scheduled for a release today (Wednesday), so in this case I can suggest that you wait until the release is available on our website, then update both Host and Viewer and see if the issue still persists.

Please let us know if the issue still persists after the update.

Hello Marco,

Thank you for your message.

Unfortunately, we couldn't reproduce the issue. Could you please let me know if your remote Host is updated to the latest 7.0.0.1 version as well? In addition, 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.

Please let us know if the issue persists.

Hello Christine,

Thank you for your support! We will be definitely adding more features in the upcoming releases of Viewer for Mac/Linux.

Please let us know if you have more questions.