Pauline's community posts

Hello Thomas,

Thank you for your message.

Could you please clarify if the issue occurs when you use Direct connection only, Internet-ID connection only, or both? Have you tried the solutions listed in these KB troubleshooting guides for Direct connection and Internet-ID connection respectively?
In case if the issue occurs when using both Internet-ID and Direct connection, then there might be something on the Viewer's side that might be causing such behavior.

Could you please clarify if you have any antivirus software installed on the Viewer's side, perhaps, with some add-on like a VPN client? For example, we've been recently reported a similar issue occurring on the Viewer machine with the BitDefender antivirus installed that also included the VPN add-on, which was proxying and editing the https traffic. In case if you have any antivirus software installed, then could you please double-check if you have any similar add-ons installed as well? They might be visible in your network adapter properties.

In addition, if none of the solutions above seem to help in resolving the issue, please feel free to send us the log files for examination. We could use the Viewer logs and the Host logs from one of the Host machines that you experience the issue with. You can send the logs to support@remoteutilities.com.

Hope that helps.

Hello Peter,

Thank you for the clarification.

It does fill my monitor at 1600x1200, but the actual resolution of the host is 640x480 which makes dialog boxes difficult to use.

Yes, unfortunately, this is expected behavior as Remote Utilities runs in a console session by default, i.e. in the remote session window you see what actually is displayed on the remote screen.

I guess I have to use your program for the hosts with cards and Windows's one for those without for the time being.

Of course, we will make sure to notify you once we've implemented this feature. Sorry for the inconvenience.

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

Hello,

Please note that I've responded to the ticket you've created in order to avoid duplicating here on the forum.

Thank you!

Hello Peter,

Thank you for your message.

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

In addition, please try switching the View mode of the remote session to the Stretch view. You can enable that option either in the Connection properties -> Mode tab or during a remote session using the Additional commands menu in the toolbar. This should help to stretch the remote screen to fit the size of your local screen.

Please note that, unfortunately, you cannot change the very resolution of the remote computer screen directly in the Remote Utilities yet. However, we already have this feature on our wishlist and will implement it in our future updates.

Hope that helps.

Hello Thomas,

Thank you for your message.

Despite the fact that only the Viewer module is registered with the license key and Host and RU Server modules do not require registration, this does not imply that the RU Server can be used unlimited. There are built-in methods in the software that can keep track of the license usage.
This way, when it comes to a Free License - it allows you to add up to 10 remote computers in your Viewer address book and 1 concurrent tech which means that only one Viewer registered with the free license key can be actively running remote sessions at a given time (i.e. you're not restricted to a specific workstation, but it's only possible to work from one Viewer at a time). In addition, please note that according to our EULA, only one free license key is allowed per individual, company, or organization.

To summarize, when using the free license, you can connect to up to 10 remote Host machine from 1 Viewer at a time using the self-hosted RU Server solution.

Hope that helps.

Hello Ceyarrecks,

Thank you for the update.

I think it's safe to ignore these emails given that you've already submitted the issue via this form. We've also reported the issue to the CloudFlare support service and submitted the required information. We're currently expecting an update on this from them, but also receive similar automatic notifications sometimes. We will let you know as soon as we receive any updates on the issue from the CloudFlare support team. Sorry for the inconvenience.

Please let us know if you have more questions.

Hello Paul,

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

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

Hello Paul,

Thank you for your message.

For your scenario, you can simply use the Portable Viewer solution that provides the same functionality as regular Viewer but doesn't require installation and stores all files in a single folder of choice.

Alternatively, it's also possible to install regular Viewer on both machines as usual and then set up an automatic update of the address book through a shared folder. Here's a step-by-step guide on setting up the automatic update of the address book through a shared resource.
However, please note that it's best to use this method if there's only one person who works with the software. For a multi-user environment it is recommended to use the sync server instead. For more information on the sync server, please refer to this page.

Hope that helps.

Hello Tiago,

Thank you for your message.

Can I use those same 200 licenses in multiple viewers (multiple techs/concurrent connections in different hardware) - working similar to the legacy Remote Utilities v5 licensing (which was licensed at the "host" side)?

Yes, when using the ENDPOINT license, the 200-endpoint license means that the total number of remote computers that you can control in your organization (or elsewhere) is 200 and the number of concurrent techs can be any number as it's unlimited. For more information please see this License Comparison table.

However, please note that despite its name, the Endpoint license key is applied in the Viewer just as well as the other license keys. Here is quick guide on registering the program.

Hope that helps.

Hello Peter,

Thank you for the clarification.

Unfortunately, we couldn't reproduce the issue - the remote screen keeps updating even after more than 10 minutes. Could you please try enabling the Use legacy capture mode feature and see if this helps to resolve the issue? In order to enable the feature, please right-click on the Host icon in the system tray and select Settings for Host..., then navigate to the Other tab and enable the Use legacy capture mode checkbox. In addition please make sure to restart Host after enabling the feature in order for the changes to be applied.

Please let us know if the issue persists.