Pauline's community posts

Hello everyone,

Thank you for bringing this to our attention.

I will forward the issue along with the video provided by Trent to our developers for a review and we will additionally try to reproduce it in our environment to see if we can fix it in the next update. I'll get back to you with a reply from our developers shortly.

I'll keep everyone updated on the issue in this thread.

Hello John,

Thank you for the clarification.

Could you please double-check if you have the Advanced mouse scroll feature enabled in the Connection Properties -> Mode tab? In case if it's disabled, please try selecting the checkbox and re-connecting to your remote Host to see if the scrolling issue persists.

Hope that helps.

Hello John,

Thank you for your message.

Could you please let us know which scaling mode (i.e. Normal, Fullscreen, Stretch, etc.) do you use when the issue occurs?
In addition, please make sure that you have both Host and Viewer updated to the latest version 7.0.0.1. Starting version 7 of Remote Utilities we've added full support of high DPI resolutions in order to resolve the scaling issues on 2K/4K monitors, so the version mismatch might affect the connection performance in this case.

Looking forward to your reply.

Hello Anthony,

Thank you for your message.

Could you please try uninstalling your Viewer completely as described in this tutorial and then re-installing it from scratch? Please make sure to restart your computer before re-installing Viewer.
In addition, if you have any connection entries in your Viewer's address book, you can export your address book by following this tutorial.

Please let me know if the issue persists.

Hello John,

Thank you for your message.

However, that did not use the agent's ID and password, and required generating a new ID and password.

Unfortunately, there is no way to set a specific Internet-ID code for neither Host nor Agent - even if installed on the same machine Host and Agent will always have different Internet-ID codes. However, we plan to add a feature that will allow converting Agent into Host remotely and import Agent's current settings - this will be added in our future updates, but, unfortunately, we cannot provide any specific ETA on this feature yet.

In this case, we recommend that you configure a One-Click installation package via the MSI Configurator Tool and enable the following checkboxes on Step 3: Advanced options:

• Set or upd ate Internet-ID connection settings
  
• Generate a new Internet-ID code
  
• Send Internet-ID to email
  
• Automatically generate Host password
  

In addition, please try configuring an SMTP server information as described in this guide. Please note that you don't need to use a Gmail account, you can use any available email that you have, for example, you can also use such services as Mailjet which is convenient for the purpose of setting up the SMTP server in case if you need to be sending a relatively small amount of emails.

Also will not the password be in plain text in the email? Surely there are methods that are more convenient, reliable AND secure than that?

In case if you se t up the SMTP server during the configuration process as described above, then you should receive an Internet-ID code and access password to you in an encrypted e-mail message upon the Host's installation. You can add this Host to your address book via the Add using code feature which will automatically add a new connection to your address book with the ID and access password of the remote Host you received in the encrypted form.

Hope that helps.

Hello,

Thank you for your message.

Unfortunately, there are no parameters for Viewer for Linux available yet. However, we'll make sure to notify our  users and update the related Documentation page once the parameters for Viewer for Mac/Linux are available as well. Sorry for the inconvenience.

Please let us know if you have other questions.

Hello Andreas,

Thank you for your message.

Unfortunately, the rich content (i.e. files, images, etc.) synchronization of clipboard is still yet to be implemented.  Although, we already have in our wish-list, we cannot provide a specific ETA on this yet.
As a temporary workaround please consider using the Drag and Drop feature or the File Transfer connection mode that has been re-written and significantly improved starting version 7 of Remote Utilities. For more information on the upd ated File Transfer mode please refer to this blog post.

When will it be possible to set the screen resolution independently of the host?

Unfortunately, Remote Utilities has nothing to do with resolution support, as this is the ability of your monitor and graphics card and Remote Utilities only streams the captured image from the remote Host's screen. We do plan to implement a feature that will allow changing the remote screen resolution from within the Viewer in our future updates (similarly to the Remote Settings feature), but please note that this will still affect both - remote Host's screen and how it's displayed for you on the Viewer's side, i.e. it still won't be possible to set two different independent screen resolutions for one remote Host monitor.
Please note, that in the Viewer interface you can se t only scaling, i.e. stretch or shrink the remote screen's image to fit your Viewer monitor (scaling can be specified on the Toolbar in the Full Control mode or in the Connection Properties -> Mode tab). Starting version 7 of Remote Utilities we've also added full support of the high DPI resolutions, so if you use any 2K/4K monitors there should be no issues with the scaling anymore.

Hope that helps.

Hello Jason,

Thank you for your message.

Please 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.

Hope that helps.

Hello Cenk,

Thank you for your message.

The name of the Viewer's machine that is displayed in the Notification panel is determined by the
Device name that is set up on the Viewer's side. It's possible to rename the computer though, so the displayed name in the notification panel is more accurate.
In order to do so, please do the following:
1. Open Windows Settings (simply press Win+I shortcut on your keyboard) and select System section.
2. Navigate to the About tab in the left section of the window.
3. Scroll down to the Device specifications section and select Rename this PC.
This should change the computer's name displayed in the notification panel.
Please note that the above instruction is meant for Windows 10, so if you use another version of Windows the steps might slightly vary.

Hope that helps.

Hello Brenda,

Thank you for your message.

We actually already reproduced and fixed reported File Transfer mode issues and would like to send you the updated files for a test, to see if the fixes work for you. Please contact us at support@remoteutilities.com so that we can email you the files along with the instructions.

Thank you!