Pauline's community posts

Hello Dax,

Thank you for your message.

Yes, you are absolutely right, the Auto-ping feature works the same way as manual ping except the ping is performed automatically at regular intervals that you can specify. However, please note that the Auto-ping feature only works for Direct connection, i.e. it won't work for the Internet-ID connection, since the Host is not directly accessible for Viewer. For more information on the Auto-ping feature please also refer to this page.

I selected the Enable option, but when I look again at the setting, there is no indication that the Enable option is selected.
Is this a GUI bug?

Unfortunately, we couldn't reproduce the issue - the checkbox stays selected when re-opening the connection properties window. Could you please clarify what version of Remote Utilities do you use? Have you enabled the feature for some specific connection only or in the Default connection properties window?

Looking forward to your reply.

Hello,

Thank you for your message.

This is a known issue that will be fixed in the upcoming version 7.0.0.2 which we plan to release as soon as possible. Meanwhile please try the following workaround:
While in the Full Control window right-click on the tab with the connection and use the Send key command (e.g. send Alt + PrtScr):

This should unlock the remote screen, so you'd be able to connect. Sorry for the inconvenience.

However closing RTU Viewer leads to some error message about ‘not able to create ….’, which I can choose to send or close. However after closing I can click to close RTU Viewer again, but it then shows the same message again. I can only close RTU Viewer via Ctrl Alt Del and end process. I cannot believe this is meant to be the normal procedure.

Could you please provide us a screenshot or full text of the error message that you receive? You only see the message when closing the Viewer, not the remote session, correct? Does the same issue occur if you try fully exiting Viewer by selecting File -> Exit on the ribbon toolbar?

Looking forward to your reply.

Hello Frank,

I'm glad to hear you've figured out the issue and it works for you now.

I've checked on the passwords issue with our developers - this occurs due to the fact that the saved passwords are stored differently. Therefore, if a user downgrades from version 7 back to version 6, then the address book and the Viewer's settings should be recovered from backups that are stored in the following backup folder: \%AppData%\Roaming\Remote Utilities Files\backups\.

Years with RU, seems that they should have sent a warning about v7.

Yes, unfortunately, we didn't update that mechanism in time to accommodate for a major upgrade. We are sorry for that. However, please note that upgrading the license to version 7 is optional - anyone can downgrade their Viewer if they are not eligible for a free upgrade. In addition, please note that users with the free license keys should simply generate a new free license key for version 7 using this form - please note that the generated key is only valid for version 7 of Remote Utilities, it won't work for version 6 as they're simply not compatible and we do not provide new license keys for older versions. Sorry for the inconvenience.

Please let us know if you have other questions.

Hello everyone,

Thank you for your patience.

I've checked on this issue with our developers. This is a confirmed bug and it will be fixed in the upcoming version 7.0.0.2 along with a few other bugs/issues.

Please let us know if you have more questions.

Hello Mike,

Thank you for your message.

Yes, Remote Utilities provides a RDP connection mode as well as RDP-over-ID feature that allows connecting to a remote computer over the Internet using the RDP protocol even when the remote computer is not directly accessible. However, please note that RDP connection mode in Remote Utilities simply starts Microsoft's native RDP client.
In addition please try referring to this KB page that might provide some helpful information that can help improving connection speed/performance.

Hope that helps.

Hello Edoardo,

Thank you for your message.

Unfortunately, customization of the Agent's icon is not possible as we do not provide white labeling of Remote Utilities and due to security reasons Conrad mentioned above as well. However, it's still possible to customize the Agent's window - for more information please refer to this guide.

Hope that helps.

Hello Donn,

Thank you for your message.

Could you please clarify if you mean the files with the same name but with the different date in the "Modified" column? If this is the case such files will still be treated as identical, i.e. when transferring, you will get a prompt allowing you to select if you want to replace or skip the files. Unfortunately, currently there's no mechanism to identify and separate such files, but I'll forward this to our developers for a review to see if we can add this in our future updates.

Let us know if you have other questions.

Hello Marco,

Thank you for your message.

I've forwarded this question to our development department and asked for their input on this.

I'll get back to you with an update from our developers shortly.

Hello Frank,

Thank you for your message.

This issue might be occurring if the Viewer's configuration file or address book file was somehow corrupted, perhaps, by some anti-virus software activity.
Please try the following and see if this helps to resolve the issue:
1. Obtain a backup copy of your address book by one of the methods described in this tutorial.
2. Fully exit the Viewer File -> Exit.
3. Locate the file config_4.xml in the C:\Users\[Your_username]\AppData\Roaming\Remote Utilities Files\ folder.
Please note that the AppData folder might be hidden by default in which case you need to enable "Hidden files and folders" in Windows Explorer settings.
4. Remove the config_4.xml file from that folder.
This will reset the Viewer settings. Your address books won't be affected by this action.
5. Run the Viewer and register it with your license key again.
6. Restore your address book from the backup file you have obtained on Step 1. You can follow this guide on restoring your address book from a backup.
7. After restoring your address book try connecting to a remote Host and the password works this time.

Hope that helps.

Hello David,

Do you mean that Agent does not start when you're trying to restart it with the elevated privileges, correct? If this is the case, we've managed to reproduce the issue - I will forward it to our development department for a review and ask for their input on this.

when i try to connect to it, i get a black screen.
if i use rdp over agent, the rdp works.
only after that, does my viewer go from black to showing the actual screen.

This is actually already a known issue which will be fixed in the upcoming version 7.0.0.2 - we plan to make it available by the end of this week. Meanwhile, please try the following workaround:
While in the Full Control window right-click on the tab with the connection and use the Send key command (e.g. send Alt + PrtScr). This will unlock the remote screen, so you will be able to connect to the remote Host. Sorry for the inconvenience.

Looking forward to your reply.