Pauline's community posts

Hello John and Shinichi,

Thank you for your messages.

Yes, unfortunately, there was a short  (approximately 5 minutes) downtime on our servers. We assume that some temporary issue within the datacenter's network caused the downtime. We're currently investigating the issue.

However, right now our servers are up and running. Sorry for the inconvenience.

Please let us know if you have other questions.

Hello Hans,

Thank you for the clarification.

Is there a way to use the Beta 4 version with an active license? The last time I downloaded the Beta 4 version it didn't allow me to activate my version with my key.

Yes, the Beta 4 version is available with its own license (since it's a Beta version), which expires on March 1, 2021, i.e. currently you don't need to register it with your license key.

In case if you don't want to update your current installation with the latest stable version, you can use Portable Viewer and Agent instead, just to see if using the latest 6.12.4.0 Beta 4 version helps to resolve the issue. Both Agent and Portable Viewer are available for download on this page as well.

Hope that helps.

Hello Max,

Thank you for your feedback.

Yes, unfortunately, the updated mechanism to fetch the Host's version number is yet to be fully implemented - we've only implemented it partially in one of our previous updates. However, we will make sure to mention it in our Release Notes and notify all users who had any issues with this feature, once it's added in our future updates.

Also, when I did them one at a time, they succeeded, but when I tried two at once, the first one failed authorization and the second one worked. Without changing any setting, tried remote upgrade again on the one that failed authorization and it upgraded.

Thank you for letting us know. We will additionally test this to see if we can reproduce the issue, so we can fix it in our future updates.

Lastly, given the amount of time between beta releases, the 3 month license expiry seems short. You should think about 9 months at least.

Thank you for your suggestion. We will make sure to extend the Beta license period before it expires, but we currently plan to release another update before the expiration date.

Please let us know if you have other questions.

Hello Victor,

Thank you for your message.

Could you please double-check and let us know what authentication method is set for your Host in the Connection Properties window, on the Authentication tab?

Looking forward to your reply.

Hello John,

Thank you for your message.

Our Internet-ID servers are up and running right now. There was some short downtime period due to the servers being updated. Sorry for the inconvenience.

Please let us know if you have other questions.

Hello Simon,

Thank you for your patience.

Unfortunately, we couldn't reproduce the issue with the arrow keys when using Viewer for Mac - the arrow keys always work as expected with various software. Sorry for the inconvenience.

Please let us know if you have other questions.

Hello Hans,

Thank you for your message.

Could you please clarify what version of Remote Utilities do you use on both sides of the connection? In case if you use version 6.10.10.0 or even an older version of Remote Utilities, please try updating your installation to the latest 6.12.4.0 Beta 4 version, as the issue might have already been fixed in the latest releases.
The latest 6.12.4.0 Beta 4 version is available for download on this page.
When updating Remote Utilities, please make sure to update both Host and Viewer to the same version in order to avoid the version mismatch that can cause performance issues or some features not working.

In case if the issue persists even when using the latest 6.12.4.0 Beta 4 version, please let us know what OS is used on both Viewer and remote Host machines.

Hope that helps.

Hello,

Thank you for your patience.

I've checked on the issue with our developers - unfortunately, running Agent inside of the RDP session will most likely not work. Please consider using Host instead - you can simply install it on the remote machine, then connect to it while the other user is already connected via RDP and choose the user's terminal session on the Full Control window's Toolbar using the Terminal sessions button:


Hope that helps.

Hello,

Thank you for the update.

I've forwarded the issue to our developers and asked for their input on this. I'll get back to you with their reply soon.

Sorry for the inconvenience.

Hello,

Thank you for your message.

When he starts (inside his RDP session) the Agent in his usual way, I can connect with viewer, but my screen is black and I can't do anything.

Could you please try enabling the Use legacy capture mode feature in the Agent's Settings -> Other tab and see if this helps to resolve the issue? Please note that the remote user might need to restart Agent in order for the changes to be applied.

Please let me know if the solution above did not help and the issue persists.