Pauline's community posts

Hello Knut,

Please note that we have just released a newer beta version of Remote Utilities - 6.12 Beta 2 with an implemented MSI Configurator tool that allows you to create a custom Agent package. Here's a list of release notes: https://www.remoteutilities.com/product/release-notes.php

Before we proceed to further troubleshooting I recommend that you install the latest beta as an issue with similar behavior was already fixed in the previous beta version. If the problem persists even with the latest beta, we'll see further what it might be.

However, you might also try using a vanilla Agent and Portable Viewer to check if the issue still persists or not before updating your current installations.

Version 6.12 Beta 2 of Remote Utilities is available for the download on this page. Please, make sure that you upgrade both parts - i.e. Viewer and Host - to avoid version mismatch that might also lead to performance issues and some features not working.

Please let us know if the issue persists after updating to the 6.12 Beta 2 version.

Hello Knut,

Thank you for the details.

Could you please try connecting to the remote Host machine using the Full Control and View connection mode and see if the issue persists? Also, if possible, please try connecting to the remote Hosts from another Viewer (preferably on another machine, or you can use the Portable Viewer) and check if the same issue occurs.

Additionally, please send us the log files from both remote Hosts for examination. The Host logs are located in the following folder: Connection logs — C:\Program Files (x86)\Remote Utilities - Host\Logs\
You can send the log files to support@remoteutilities.com.

Looking forward to your reply.

Hello Gábor,

This is to inform you that we have released the 6.12 Beta 2 version with an implemented fix for this issue. Version 6.12 Beta 2 of Remote Utilities is available for the download on this page.

When updating Remote Utilities, please make sure to update both Viewer and Host/Agent to avoid the version mismatch that might lead to performance issues or some features not working.

Let us know if you have more questions.

Hello Bjorn,

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

Please let us know if you have more questions.

Hello Knut,

Thank you for your kind words.

Unfortunately, we could not reproduce the issue - the connection is not interrupted when Thunderbird is running and can be controlled on the remote Host machine just like any other software.

Please let me know if I'm right in assuming that you use RDP or RDP-over-ID connection methods?

Looking forward to your reply.

Hello Knut,

Thank you for your message.

Could you please try updating Remote Utilities to the latest 6.12 Beta 1 version and see if the issue persists after the update. The issue with certain keys not working was fixed in this update. 6.12 Beta 1 version is available for the download here.

Hope that helps.

Hello,

Thank you for your suggestion.

I'll forward this to our development department for a review to see if we can add this feature in our future updates.

You must add this option to save disk space and to limit log file size with respect to time.

Actually, there is already a feature that allows limiting the size of created screenshots as well as specifying the life span of the screenshots. It can be set up in the Options menu of the Screen Recorder window, Settings tab, Limits section:


For more information on Screen recorder options, please see this Documentation page: https://www.remoteutilities.com/support/docs/screen-recorder/#Settings_tab

Hope that helps.

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 support@remoteutilities.com. 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.