Pauline's community posts

Hello Peter and Max,

Thank you for your feedback.

We've managed to reproduce the issue and implemented a quick fix for it. We apologize for the caused inconvenience.

An updated build of version 6.12 Beta 2 is available on this page. Please try updating your Viewer and see if the issue persists.

Please let us know if you have more questions.

Hello Katherine,

Thank you for your message.

Could you please clarify what connection method is used - Direct connection or Internet-ID connection?

In addition, please also let us know what authentication method is used when connecting to the remote Host?

Looking forward to your reply.

Hello Jay,

Thank you for your kind words! We're glad to hear you've figured out the issue and it works for you now.

Please feel free to post another message if you have more questions or need further assistance. We're happy to help!

Hello Michal,

Thank you for your message.

We will thoroughly test this and try to reproduce the issue. Could you please let us know if you use Direct or Internet-ID connection and also what authentication method is used?

Looking forward to your reply.

Hello Michal,

We're glad to hear we were able to help!

Please feel free to post another message if you have more questions or need further assistance.

Hello Tony,

Thank you for your message.

Unfortunately, we couldn't reproduce the issue.

Could you please try updating Remote Utilities to the latest 6.12 Beta 2 version and see if the issue still persists after the update? It might be some known issue that was already fixed in the subsequent updates.
Version 6.12 Beta 2 is available for the download on this page.
When updating Remote Utilities, please make sure to update both Host and Viewer to avoid version mismatch which might cause performance issues or some features not working.

In case if the issue still persists even after updating, could you please provide us a short video where the reproduction of the issue could be seen? You can send it to [email protected].

Looking forward to your reply.

Hello Dave,

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

Please feel free to post another message if you have more questions.

Hello Michael,

Sorry for the late reply.

SHOULD I PURCHASE TO GET BETTER SUPPORT?

No, you do not have to purchase a license as all our users are eligible for support. The only thing that is different for different support levels is the average response time and eligibility for a remote session. For more information, you may refer to our Support Policy.

This info does not help and you did not answer the question. Remote slow using your ID. Granted. I have set up port fwd on router to LAN Laptop and Firewall on that machine also set for TCP port and it will not work.

I understand your frustration and apologize for the inconvenience. However, please note that, according to our Support Policy, we cannot assist you with setting up a port-forwarding rule on your router.

Could you please try changing the Host's inbound port (this can be done in the Host Settings, on the Network tab) and set up the port forwarding rule for this port to see if the connection works this way?
When changing the port on the Host side, please also remember to update the port in the corresponding connection properties on the Viewer side.

Also, here's a related KB troubleshooting guide that, perhaps, might provide a useful solution.

In addition, please send the Host logs and Viewer logs for examination. Here's how you can locate the Host logs and the Viewer logs. You can send them to [email protected].

Looking forward to your reply.

Hello Michael,

Thank you for your message.

The Free license does not have any limitations on connection speed/performance except for the 10 endpoints that can be added to your address book. For more information please refer to this license comparison page, the Free license section.

As for the slow performance issue, please note that when using the Internet-ID connection method the overall speed and performance is only as good as the slowest network segment between Viewer and Host.
Please make sure that the destination local IP address and port are specified correctly. Unfortunately, we cannot assist you in setting up a port forwarding rule. Please try referring to this page and this page for more information on how to set up port forwarding.

In addition, here's a slow remote connection speed/performance troubleshooting guide that might provide some helpful information.

Hope that helps.

Hello Pepa,

I'm glad to hear it works for you now!

Unfortunately, we do not plan to fix this as it's caused by a blank screen mechanism specific features. Sorry for the inconvenience.

Please let us know if you have more questions.