Pauline's community posts

Hello Michael,

I’m glad to hear we were able to help and it works for you now!

Please feel free to contact us again if you have any questions or need our assistance.

Thank you!

Hello Michael,

Thank you for your message.

Could you please try enabling the Use legacy capture mode feature and see if this helps to resolve the issue? After enabling the feature, please make sure to restart Host to apply the changes.

Let us know if this helps.

Hi John,

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

Please feel free to contact us again if you have any questions.

Hello John,

Thank you for your message.

If you’re already using the latest version of Remote Utilities 7.6.2.0,  could you please try enabling the Use legacy capture mode feature in the Host Settings -> Other settings? After enabling the feature, please restart your Host to apply the changes.

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

Hello Beppe,

Thank you for your patience.

Here’s a link to our KB page that describes where all Agent files and parameters are stored.

Hope that helps.

Hello Peter,

I'm glad to hear that you've figured out the issue and it works for you now! Yes, rutserv.exe is a part of Viewer's installation package, which is included for updating remote Hosts and for the MSI Configurator tool as well.

On both these W7 machines, Host update using Simple Update does not work, with the same error message mentioned in my previous post.

In this case, could you please send us the latest Host installation logs for review? You can find the installation logs in the following folder: C:\ProgramData\Remote Utilities\install.log and send them to support@remoteutilities.com.

Looking forward to your reply.

Hello,

Thank you for your message.

Could you please confirm if you had updated your Viewer to the latest version 7.6.2.0 before attempting to update your Host as described in this guide?

Looking forward to your reply.

Hello Peter,

Thank you for the update.

I will forward both issues that you’ve mentioned to our developers to see if we can try and reproduce them in our environment. It looks like the flickering tooltip issue was already fixed in the two latest updates, so we will test this out additionally for Windows 7.
Please feel free to let us know if you have any questions or updates on this.

I’ll keep you posted.

Hello Peter,

Thank you for your message.

1). Soon after starting the viewer, hovering the mouse over the icon for a host which has not yet been updated (and is not connected) at first brings up an empty tooltip. At first I thought this was permanent behaviour, but later I noticed that after maybe five or ten minutes the tooltips are then populated with the text "A newer version of the Host is available."

Thank you for the feedback - I will forward this information to our development department to see if we’re able to reproduce the issue in our environment.

2). Updating hosts using remote install does not work. I can browswe to a location where I have a copy of the host msi file, and sel ect it, but when I click Process Action, I get a message "Host files not found!". I tried this initially using a networked file location, but the error also happens with a local file.

Could you please clarify if this occurs only on the Viewer machine running Windows 7 OS? In addition, please let us know if you’re able to update remote Hosts via the Simple Update feature fr om the same Viewer?

Looking forward to your reply.

Hello Michael,

Thank you for your message.

Perhaps, the updating process was somehow interrupted (perhaps, by some antivirus software activity). Could you please try fully uninstalling and reinstalling Host following this guide and see if this helps to resolve the issue?

Let us know if this helps.