Pauline's community posts

Hello Alan,

Thank you for the clarification.

I apologize for the misunderstanding - I assumed the Internet-ID connection is used as the connection status is displayed as UNKNOWN for Direct connections and as OFFLINE for Internet-ID connections.

In this case, this troubleshooting guide might be helpful. However, please note that, unfortunately, in order to resolve the issue, you need to have access to the remote Host machine.

Please let us know if you have more questions.

Hello Alan,

I'm glad to hear you've figured out the issue!

As for the second laptop - could you please double check if the remote Host is visible as online if you add it as a connection to some other Viewer in another network (for example, you can use Portable Viewer in a mobile network)?
If the Host's status is offline in another network as well - then, unfortunately, this might mean there are connectivity issues on the remote Host machine, rather than on the Viewer's side.

In addition, here's a quick troubleshooting guide that might be helpful.

Hope that helps.

Hello Marcin,

I apologize for the inconvenience and delay this issue has caused in being resolved.

Could you please let us know if the Orange ISP is used on any of the remote Host machines? Also, could you please try contacting your ISP and submitting a ticket to them or ask them why they might be having issues letting their users connect to our RU servers?

In the meantime, we are currently investigating this issue and will get back to you soon with further information or instructions. In addition, please see this related Community thread.

Looking forward to your reply.

Hello Juha,

Thank you for your message.

What kind of licencing should we use for this case?

In this scenario, you can use the free license as it suits for personal use. Here's a license comparison table and our EULA that might also be useful.

Who should be registered as owner of the licence?

You might register the license to Betty's name or to any of her children's names, then register the Viewers with this license key. However, please make sure to have access to the specified email in order to obtain the license key.

Can we use same settings in address book for every viewer for Betty’s laptop?

Of course, using the same settings for each Viewer is advised in this scenario.
In addition, here's a Quick Start guide that might be helpful.

Please feel free to post another message if you have more questions. We're happy to assist.

Hello Alan,

Thank you for your message.

Could you please elaborate a bit more on the issue, namely, on what step the remote screen and input are locked? Does the issue occur at disconnect or when you just connect to the remote Host machine? It would be helpful if you could also provide us some screenshots.

In addition, please make sure that you have the Lock input and screen feature disabled on the Toolbar in the Full Control and View window:


Looking forward to your reply.

Hello Stuart,

Thank you for your message.

Could you please clarify what version of Remote Utilities is used on the remote Host machine? It seems that the issue might be caused simply by an outdated Host version - on the provided screenshot, it can be seen that the remote Hosts has the 9-digit Internet-ID codes which were used in the older versions of Remote Utilities. In all of the most recent versions, the Internet-ID codes generated for Hosts are 12 digits long.

In case if some older version of Host is used on the remote machine - please try updating Host to the most version - as of this writing, it's 6.10.10.0 (available for the download here) or you might also try using the 6.12 Beta 1 version.  

In addition, please double-check if there are any authentication methods enabled in the Host settings - currently, the Viewer for Mac/Linux only provides support for the Single password and RU Security methods, so if there is any other authentication method enabled, please try switching to the Single password/RU Security.

Hope that helps.

Hello Richard,

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

As for the blank screen issue - could you please try enabling the Use legacy capture mode feature? In order to do so, please do the following:
1. Right-click on the Host icon in the system tray and select Settings for Host and navigate to the Other tab.
2. Enable the Use legacy capture mode checkbox and click OK.
After enabling the feature please make sure to restart the Host.

In addition, please try referring to this troubleshooting guide and see if any of the solutions listed there help to resolve the issue.

Please let us know if the solutions above did not help and the issue persists.

Hello Ken,

Thank you for your message.

I'm 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. We're happy to assist.

Hello Eric,

Thank you for your message.

Unfortunately, multiple monitors support is not implemented in the Mac/Linux Viewer yet. However, we plan to implement it in future updates of the Viewer for Mac/Linux. Sorry for the inconvenience.

Please let us know if you have more questions.

Hello,

Thank you for your kind words!

Unfortunately, we couldn't reproduce the issue - when changing the simple password the changes applied instantly after clicking the OK button in the Host Settings. Perhaps, the issue might be caused by some activity of the software you've mentioned.

Could you please let us know if it's possible to check if the issue occurs on some other Host machine with no CCleaner, ADWCleaner, and MalwareBytes installed or if it occurs on the same Host machine when these programs are not running?

Looking forward to your reply.