Pauline's community posts

Hello Danyael,

Thank you for your message.

Before we can proceed to further troubleshooting, please try referring to this KB guide that provides solutions for the most common issues that might affect Internet-ID connectivity and cause similar issues and see if any solution from the list helps.

In case if the solutions above did not help to resolve the issue, then please feel free to send us the Host logs for examination. The Host logs are located in the following directory:
C:\Program Files (x86)\Remote Utilities - Host\Logs\
You can send the log files to support@remoteutilities.com. Please do not publish the logs on the forum as they are considered to be personal information.

Looking forward to your reply.

Hello Brant,

I'm glad to hear we were able to help!

Of course, you can send us your old email address to support@remoteutilities.com.

Please let us know if you have other questions.

Hello Brant,

Thank you for your message.

This occurs since the license key is associated with the email address it was generated for, rather than the email address in the account on our website. In case if you will not have access to your old email address anymore, you can simply generate a new license key that will be associated with your new email address using the Free License Key generator. As for your old license key - we will block the old key on our side, so it won't be active anymore.
This way, you will have only one license key associated with your active email and this will not violate our EULA.

Hope that helps.

Hello Marco,

Thank you for your message.

Unfortunately, mobile Viewer currently provides very limited functionality only. We already have the improved version of the mobile Viewer app that will be more efficient to use in development but, unfortunately, we cannot provide any specific ETA on its release yet. Sorry for the inconvenience.

Please let us know if you have other questions.

Hello Marco,

Thank you for your message.

The improved mobile Viewer app with the full-fledged address book is still in development. Unfortunately, we cannot provide a more specific ETA on this update yet. However, we'll make sure to notify our users once it's available. Sorry for keeping you waiting.

Please let us know if you have other questions.

Hello John,

Thank you for letting us know!

We currently continue to monitor our servers. We'll keep you and other users in this thread updated on the issue and will let you know if there are any updates on the issue.

Sorry for the inconvenience.

Hello Max,

Thank you for your suggestion!

I'll forward this to our development department for a review to see if we can implement this feature in our future updates.

Please let us know if you have other questions.

Hello Angus,

Thank you for the clarification.

Android 9 is the newest version available for my phone. I'm not buying a new device to use this app. 🙂

Of course, we understand this. We always try to maintain as much backward compatibility as possible. I'll forward this issue to our development department, to see if we can reproduce it using a device running on Android 9.

I see posts fr om two years ago wh ere you say the app is going to be updated.

Yes, unfortunately, the improved mobile app is still in development, as the release of desktop Remote Utilities for Mac/Linux were prioritized. However, we'll make sure to notify our customers as soon as we release the improved mobile Viewer.

Sorry for the inconvenience.

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.