Pauline's community posts

Hello Howard,

Thank you for your patience.

I've checked on the issue with our developers - unfortunately, this issue usually occurs if there's something wrong (i.e. was somehow damaged or corrupted) in the operating system itself.
Unfortunately, according to our Support Policy, we cannot assist in resolving system administration issues. In this case, the best solution that will most likely help to resolve the issue is to reinstall your Windows OS from scratch (or to contact your system administrator and request them to reinstall the OS). Sorry for the inconvenience.

Hope that helps.

Hello Kaelyn,

Thank you for the clarification.

I will forward the issue to our development department for further review. I'll get back to you as soon as I hear back from our developers on the issue.

Sorry for the inconvenience.

Hello George,

I'm sorry to hear that you had such experience with our program.

If possible, could you please provide us some more details regarding the issues with the cursor when using the latest 6.12.2.0 Beta 2 version? Unfortunately, we couldn't reproduce any strange behavior of the cursor and we haven't been reported any serious issues on the cursor's behavior recently.
As for the frequent disconnects issue - perhaps, this troubleshooting KB guide could provide some helpful information.

However, we apologize for any inconvenience. Please feel free to post another message if you have other questions in the future.

Hello Xoan,

Thank you for your message.

Could you 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 the Host after enabling the feature in order for the changes to be applied.

In addition, here's a related KB article that might provide a helpful solution as well.

Finally, in case if you use version 6.10.10.0 or an older version of Remote Utilities, then please try updating to our latest 6.12.2.0 Beta 2 version as the issue might have been fixed in the latest update. Version 6.12.2.0 Beta 2 is available for download on this page. When updating, please make sure to update both Viewer and Host/Agent to the same version as the version mismatch might lead to performance issues or other features not working.

Hope that helps.

Hello Will,

Thank you for your message.

Could you please double-check if you have the logon credentials for your remote machine saved on the RDP tab in the Connection Properties window? If this is the case, then please try removing the saved credentials from there and see if it's possible to connect this way.
In addition, please clarify if you use RDP or RDP-over-ID connection mode?

Looking forward to your reply.

Hello Kaelyn,

Thank you for the update.

Could you please also clarify what version of Remote Utilities do you use? In case if you use version 6.10.10.0 or any older version of Remote Utilities, please try updating your installation to the most recent 6.12.2.0 Beta 2 version, since the mechanism of fetching the remote monitors was replaced in this release, so, perhaps, it will help to resolve the issue.

The most recent version 6.12.2.0 Beta 2 is available for the download on this page.
When updating, please make sure to update both Viewer and Host to the same version as version mismatch might lead to performance issues or some features not working.

Please let us know if the issue persists even after updating to the 6.12.2.0 Beta 2 version.

Hello Howard,

Thank you for the clarification.

The issue might have been caused by permissions for some specific directories being somehow corrupted, as permissions for folders can often be corrupted via general computer use, e.g. software installation or even Windows updates might affect permissions of Windows folders.
In this case, resetting the permissions for the c:\users\username\AppData\Local\Downloaded Installations\ folder might also help to resolve the issue.

In addition, I've forwarded the issue to our developers just in case and asked them for their input on this.

I'll get back to you with their reply soon.

Hello Howard,

Thank you for an update.

The issue might be occurring if the Viewer configuration file or an installation file was somehow corrupted (perhaps, by antivirus/firewall software activity). Could you please, try the following and see if this helps to resolve the issue:

1. Open the following folder: C:\Users\[Your_username]\AppData\Roaming\Remote Utilities Files\. Please note that the AppData folder might be hidden by default in which case you'll need to enable "Hidden files and folders" in Windows Explorer settings.
2. In the folder above locate the file config_4.xml and delete it.
3. Try re-donwloading the Viewer installation file from our website once again and see if it's possible to install it this time.

Please let me know if there is no Remote Utilities Files folder or if the solution above did not helps and the issue persists

Hello Kaelyn,

Thank you for your message.

Could you please clarify if you mean that you want to map your remote monitors to your local ones? If this is the case, then, unfortunately, this cannot be done automatically yet, even though we already have this feature in our wish-list and it will be implemented in our future updates. However, this can also be done manually. Here's what you need to do in order to map your remote monitors to the local ones:

1. In Viewer create 2 (or as much as you need) different connections to the same remote Host, i.e. using the same IP address or Internet-ID code, but name them all differently, e.g. Monitor 1, Monitor 2, etc.
2. In the main Viewer window navigate to the Tools tab and select Options, then navigate to the Remote screen tab and disable the Tabbed view checkbox.
3. Open all connections to the remote Host you've created on Step 1.
4. Select different monitors for each connection - this can be done by clicking the Remote monitors icon on the Toolbar in the Full Control and View window.
5. Now you should be able to place the connection windows on your remote monitors as preferred.

If you mean something else, please let us know.

Hope that helps.

Hello Jia Lin,

Thank you for the clarification.

Could you please clarify what do you mean by "self-created exe file"? In case if you mean that this exe file was downloaded from another third-party software or modified in any other way, then please note that we cannot provide assistance on undocumented capabilities or on modified/illegitimate versions of Remote Utilities. In this case we recommend that you remove the Agent and its files as described in my previous message from your computer and download an official legitimate Agent from our website or configure it using our MSI Configurator tool.
In addition, please note that any illegitimate/malicious use of Remote Utilities, including its modification, reverse engineering, "cracking", etc., is prohibited by our EULA.

Remote Utilities is provided on as is basis and the only customization options are those available in Options/Settings for the corresponding modules and our MSI Configurator. Please note that the Agent should only be running along with only one rutserv.exe process with the blue icon.

In case if you mean something else, please elaborate on this a bit more.

Hope that helps.