Pauline's community posts

Hello Gerry,

Thank you for your message.

Before we proceed to further troubleshooting please try referring to this KB page and see if any of the solutions listed there help to resolve the issue.

In case if none of the solutions worked and the issue still persists please feel free to send us the Host logs for examination. The Host log files are located in the following folder: C:\Program Files (x86)\Remote Utilities - Host\Logs\
You can send the log files to [email protected]. Please do not publish the logs on the forum as they're considered private information.

Hope that helps.

Hello Jess,

Thank you for your message.

We actually plan to release at least 2 more beta versions in order to include more features. However, we cannot provide any specific ETA on their release yet. Sorry for the inconvenience.

Let us know if you have more questions.

Hello George,

Thank you for your message.

Could you please try cleaning up your Viewer installation by following this complete uninstallation guide and then reinstalling it from scratch?

Please note that the folder C:\Users\YOUR_USERNAME\AppData\Roaming\Remote Utilities Files\ contains your General address book file connection_4.xml as well, so you might want to copy this file on your disk, so you can import your address book after reinstalling.

Hope that helps.

Hello Christian,

Thank you for your message.

However each time I do a reinstall it asks me if I want to keep the eaxisting password which tells me it didn't really do a thorough uninstall. How do I fully and truly do an uninstall?

Please double-check that you have performed a complete uninstallation of Host as described in this complete uninstallation guide.

Assuming I have setup self-hosted RU server, Is there a way I can simply send a link to somebody so they can click on it and I can connect to their PC?

Unfortunately, there's no link that works this way yet. However, here's what can be done for this scenario:
1. Configure a custom One-click installation package or custom Agent via the MSI Configurator tool. This way, you're able to send the downloading link to this custom installation package - the remote user only needs to download the package and run it.
2. When configuring the custom One-Click/Agent package please make sure to specify your custom RU Server on Step 3 - Advanced options of the configuration process. This way, when Host/Agent is started on the remote machine, it will automatically connect to your Server.
3. On the RU Server's side make sure to set up the Auto-import feature. This way, Hosts will be automatically added to a designated folder in your address book once the Hosts connect to the Server the first time.

If set up as described above,  new Hosts will be added to your address book automatically, so you will only need to connect to the remote Host/Agent.

2) Does the self-hosted RU server always have to be open - it's a Windows 10 box. Can I screenlock it and still have it working?

Could you please clarify if you mean that the RU Server is running on a virtual machine and you want to lock it? If this is the case, then you need to make sure that this way the Server service/process is still running on the Server machine and that the Server is accessible from the outside. For more information on making the Server accessible please refer to this page.

Just installed Host on another computer - Server 2012R2 - and the same thing happened. Installs perfectly. Never shows up after that. See it running services.

Could you please clarify if you mean that there's no Host icon in the system tray? If this is the case, then please try referring to this troubleshooting KB guide and see if any of the solutions listed there help to resolve the issue. If you mean something else, please elaborate a bit more on the issue.

Hope that helps.

Hello,

Thank you for your message.

There are no special procedures required for enabling the Economy mode. Please note, that enabling the "Economy mode" can improve performance in certain circumstances, such as slow/laggy connection. Therefore, if you have a normal connection speed, the difference might not be noticeable.

However, it's not the only feature that can be used to speed up work on slow connections. Other options include:

• Color depth
  
• CPU Usage
  
• Disable aero and remove wallpaper
  

The complete list of solutions that might help to improve connection speed or performance is available here.

Hope that helps.

Hello,

I have also checked if we have previously had any reports on this and found out that there was actually some certain issues with the Drag and Drop feature when using it with Internet-ID connection in the current 6.10.10.0 version.

Although the Drag and Drop feature might work better when using the 6.12 Beta 1 version, the feature will be significantly improved in our future updates, so it would be also possible to use the feature via Internet-ID connection.
Some of the improvements will be implemented in the nearest beta version update. However, unfortunately, we cannot provide a specific ETA on the update yet. Sorry for the inconvenience.

Please let us know if you have more questions.

Hello Stephen,

Thank you for your message.

Unfortunately, we couldn't reproduce the issue. Could you please clarify if the issue occurs when you're using the Text Chat mode or its simplified version the Mini-chat which can be opened alongside the Full Control and View mode window?

In addition, we highly recommend that you update Viewer to the same version 6.10.10.0 that is used on the remote Host machine, as the version mismatch might be causing the issue as well.
Version 6.10.10.0 is available for the download on this page.
Alternatively, you can also update the Viewer using the Check for updates button located on the Viewer's ribbon toolbar, on the Help tab which will prompt to the Automatic update.

Let me know if updating the Viewer did not help and the issue still persists.

Hello,

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

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

Hello,

Thank you for the clarification.

Unfortunately, we couldn't reproduce the issue - the Drag and Drop feature works well both ways: from a local Viewer machine to a remote Host, and vise versa.

Could you please try updating Remote Utilities to the most recent 6.12 Beta 1 version and see if it helps to resolve the issue? The 6.12 Beta 1 version is available for the download on this page.
When updating, please make sure to update both Viewer and Host as well as the RU Server, as the version mismatch might lead to performance issues or some features not working.

Please let me know if updating Remote Utilities did not help and the issue persists.

Hello,

Thank you for your message.

This issue might occur if there was a downgrade/return to an older Remote Utilities version or if the VIewer configuration file somehow got corrupted (perhaps, by some antivirus software activity).

Please, try the following:
1. Fully exit the Viewer File -> Exit.
2. Locate the file config_4.xml in the C:\Users\[Your_username]\AppData\Roaming\Remote Utilities Files\ folder.
Please note that the AppData folder might be hidden by default in which case you need to enable Hidden files and folders in Windows Explorer settings.
3. Remove the config_4.xml file from that folder.
This will reset the Viewer settings. Your address books won't be affected by this action.

In addition, please note that I have also replied to the ticket you've previously created.

Let me know if the issue persists.