Pauline's community posts

Hello Rob,

Thank you for your message.

Please clarify if you want to restart the remote machine on a countdown in the Power Control mode?  If yes - unfortunately, there's no possibility to do it, because it is only shown in the Viewer when the Host is online.
If you mean anything else, could you please elaborate a bit more on the question?

Looking forward to your reply.

Hello Rob,

Closing the Viewer or logging off the RU Server does not affect the information on the Host version contained in the Viewer. The version number of the Host is cached at the moment of the latest logon to the Host.
Please try performing re-logon to the Hosts and see if the problem persists.

Hope that helps.

Hello Rob,

Thank you for your message.

Could you please clarify if you performed re-logon after updating the Hosts? This step is needed to update the Hosts version number in the Details view.

Looking forward to your reply.

Hello Sean,

Thank you.

Could you please send us a screenshot of the Viewer About window? To open the About window, navigate to the tab Help in the main Viewer window. Select About Remote Utilities.


In addition, please copy and send us the text of the error.

Also, could you please describe what steps you perform that lead you to the error? So we could try reproducing it.

Looking forward to your reply.

Hello Sean,

Thank you for clarification.

Please, do the following:
1. Fully exit the Viewer (File -> Exit).
2. Locate the file config_4.xml in the Remote Utilities Viewer %appdata% folder.
3. Remove the config_4.xml file from that folder.
This will reset the Viewer settings/options. Your address books won't be affected by this action.

After performing the above steps, please update Host and Viewer to the latest version. You can download it on this page: https://www.remoteutilities.com/download/
Please note, that version mismatch between Viewer and Host/Agent may lead to performance issues and some features not working. Also, if you use the self-hosted server (RU Server), please update it to the most recent version too.

Let us know if the problem persists.

Hello,

Thank you for your message.

We just released a new version of Remote Utilities where we implemented some fixes to our servers. Please, try updating Host, Viewer and RU Server to the most recent version (2.10.8.0 for Host and Viewer and 2.7.8.0 for RU Server) and see if this resolves the issue. You can download it on this page: https://www.remoteutilities.com/download/

When you update Remote Utilities, please make sure that Viewer and Host/Agent are the same versions. Please note, that version mismatch between Viewer and Host/Agent may lead to performance issues and some features not working.

Hope that helps.

Hello Steven,

Thank you for your message.

We will try to reproduce the issue and will get back to you today.

Could you please also clarify which module of Remote Utilities you updated first?

When you update Remote Utilities, please make sure that Viewer and Host/Agent are the same versions. Please note, that version mismatch between Viewer and Host/Agent may lead to performance issues and some features not working. Also, if you use the self-hosted server (RU Server) update it to the most recent version too.

Looking forward to your reply.

Hello Rambo,

Thank you.

Could you please send us the Host logs for examination? Here is how to locate the Host logs: https://www.remoteutilities.com/support/docs/host-log/
You can send them to support@remote-utilities.com

Looking forward to your reply.

Hello Trent,

Thank you for your message.

Didn't see that mentioned in the release notes.

We mentioned it in the second paragraph of the release notes.

Safe to assume that the new "Keyboard" section under the "Remote Screen" section in the connection properties is a replacement to the old "Use Legacy keyboard input model" that used to be in the "Mode" area?

Yes, we moved the keyboard input mode settings into the Keyboard section. Also, we made the choice more intuitive for users.
Please note, that the Scan code input mode is enabled by default.

Let me know if you have more questions.

Hello Sean,

Thank you for your message.

Could you please elaborate a bit more on the error or point to more detailed information? Also, it would be very helpful if you send us a screenshot of the error.

Looking forward to your reply.