Pauline's community posts

Hello Sergey,

Thank you for your message.

Yes, Peter is absolutely correct in this case - this screen usually appears when you’re connecting to Host running on the same machine as your Viewer. Please try connecting to Host located on a different machine and see if the issue persists.

Hope that helps.

Hello John,

Thank you for your message and for sharing this workaround.

Hopefully, it’s helpful for any user who might be in need of this functionality in the future.

Feel free to let us know if you have more questions.

Hello William,

Thank you for the update on this.

Could you please send us the most recent log files for your RU Server? Here’s how you can find the Server logs. You can send it to support@remoteutilities.com.

Looking forward to your reply.

Hello William,

Could you please double-check if you’re just logged in to the remote Agent (if the icon in your address book is green) or if you have a remote session running (for example, in Full Control connection mode)?

Looking forward to your reply.

Hello,

Thank you for your message.

Please try adding the folder where you store and run Agent from to the exception list of any antivirus or firewall software you might have installed on your machine following one of the guides listed here.

Let us know if this helps or if the issue persists.

Hello William,

Thank you for your message.

The active tab is populated when there is an active session running at the moment, i.e. it’s populated with Hosts and Viewers that are actively using RU Server. You can see more information on the RU Server’s Admin Console on this page.

Hope that helps.

Hello William,

Thank you for the clarification.

I’ll additionally check with our developers regarding the time display in logs.

I’ll get back to you with an update on this shortly.

Hello William,

Thank you for your message.

The default time zone used in log files is UTC. Could you please let us know what is the time zone where your Agent machine is located?

Looking forward to your reply.

Hello Basil,

Thank you for your message.

Please enabling the Use legacy capture mode feature in the Host Settings -> Other tab and see if this helps to resolve the issue. After enabling the feature please make sure to restart Host to apply changes.

Hope that helps.

Hello Allan,

Thank you for the provided logs.

I will forward the issue along with the log files to our developers to see if they can provide any feedback on this.

I’ll get back to you with an update on this shortly.