Pauline's community posts

Hello Scott,

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

Please feel free to post another message if you have more questions or need further assistance.

Hello Delta,

Thank you for the clarification.

Ideally I would like to remote in to the Home computer so I can remote in to the client and also see my files. I could I accomplish this?

Of course, sorry if my previous reply was somewhat misleading, I assumed that you would only connect to your home PC.
In the described scenario, you need to have both Host and Viewer installed on your home PC, so you would be able to connect to the Host and then use Viewer on the same machine to connect to your customer's remote machine.
However, if you already work from the same computer, you can simply use Viewer on this computer to connect to your customer's Host right away.

Hope that helps.

Hello David and Peter,

Peter, thank you for your input. This is correct, I apologize for overlooking this in the David's original message.

David, unfortunately, Peter is right - there is a known bug in the version 6.12.2.0 Beta 2 when used on Windows XP, which prevents Viewer running on Windows XP machines from connecting to remote Hosts (you might receive "Access denied" error). However, this issue was already fixed by our developers and will be implemented in our next update which we hope to release very soon (approximately, by the end of this year, but hopefully, even sooner).

One more thing - could you please also try enabling the Capture alpha blending windows feature in Connection properties -> Additional Properties tab and see if this helps to resolve the issue with Windows menus?

So the answer is no, there is no manual screen refresh. Maybe this could be a future addition.
I am also not sure whether the Beta viewer will run on XP.

Yes, unfortunately, the only other solution here is to wait until we release our next update with the implemented fix for WindowsXP machines - then you should be able to update to the latest version and see if this helps to resolve the issue. We will make sure to notify you in this thread as well as soon as the new version is released. Sorry for the inconvenience.

When using remote install, should the viewer should be updated first or last. ( 2 viewers and 2 hosts).

When using Remote Install Tool feature, you should always update the Viewer first. Actually, updating Viewer first is recommended, regardless of the update method chosen to update the Host. For more information on updating via Remote Install Tool please see this page.

Hope that helps.

Hello Chris,

We have received your email. Thank you for the provided video.

I will forward the video along with the issue description to our developers and ask for their input on this.

I'll get back to you soon with their reply.

Hello Delta,

Thank you for your message.

Unfortunately, the full-fledged address book for the mobile Viewer is still yet to be implemented. However, you can still connect to the remote Host machine - simply enter the IP address/Internet-ID code of your Host in the Viewer app and you should be able to connect to your Host right away.

The list of all remote Hosts you've ever connected to using the mobile Viewer is currently saved as a simple connection entries list in the mobile Viewer app - in order to invoke the list and sel ect Host, tap on the three dots icon:


However, we plan to revamp the mobile Viewer app and implement a full-fledged address book in our future updates, so it would be possible to synchronize address books in the mobile Viewer with the desktop Viewer. Unfortunately, we cannot provide any specific ETA on this yet.

Do I need to load both the Viewer and the Host on the home computer?

No, you only need to download and install the Host module on your home computer if you only plan to connect to it fr om other computers/mobile devices.
The latest version of Remote Utilities is available for the download on this page.

Hope that helps.

Hello,

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

Please feel free to post another message if you have more questions or need further assistance.

Hello Walt,

Thank you for your kind words!

We're glad you enjoy using Remote Utilities!

understand that a linux host is being worked on and will wait for it's release since one of my computers does contain Ubuntu 18.04 and a host for it will be a plus to me.

Yes, Host/Agent for Mac/Linux is currently in development. We hope to be able to release it in a month or two.

Please feel free to post another message on our Community Forum if you have more questions or need further assistance. We're happy to help!

Hello David,

Thank you for your message.

Please try enabling the Use legacy capture mode feature in the Settings for Host -> Other tab and see if this helps to resolve the issue.

In addition, before we can proceed to further troubleshooting, please try updating your Host and Viewer to the latest version of Remote Utilities available - currently, it's 6.12.2.0 Beta 2 and see if this helps to resolve the issue. Please note that despite its name, it's a fully functional release as it consists of bug fixes and improvements.
The latest 6.12.2.0 Beta 2 version is available for the download on this page. When updating Remote Utilities please make sure to update both Host/Agent and Viewer as the version mismatch might lead to performance issues or some features not working.

Please let us know if the solutions above did not help and the issue persists.

Hello Scott,

Thank you for your message.

Could you please double-check what authentication method is selected in the Connection Properties -> Authentication tab? In case if it's set to Auto, please try switching to Single Password and vice versa.

Visited the office location today, unable to connect while on the same network using internet-ID either.

Could you please clarify if the issue persists (i.e. you receive the same error message) when you try connecting to the same Host fr om another Viewer located in another network? If this is the case, then could you please try uninstalling the Host completely as described here? Then please try reinstalling the Host from scratch using vanilla (i.e. default) installation file available on our website on the Download page and see if it's possible to connect to this Host.
Alternatively, you can also try downloading a vanilla no-install Agent module, run it on the same remote machine wh ere the issue occurs and see if you can connect to this Agent.

Please let us know if the solutions above did not help and the issue persists.

Hello Will,

Thank you for the clarification.

Could you please let me know if you use Full Control and View connection mode or if you connect to the remote Host via RDP-over-ID?

In either case, it would be very helpful if you could provide us the log files from the remote Host machine for the time period when you received the error message. This way, it would be possible to forward the logs along with the issue description to our development department for further examination in case if we see something in the logs that could point to what might be causing the issue.

Looking forward to your reply.