Pauline's community posts

Hello Jennifer,

Thank you for your message.

Could you please clarify what version of the Remote Utilities do you use? If you use the 6.10.10.0 version, please try updating to the 6.12.1 beta version and see if the issue persists - we have implemented a fix for this issue in the 6.12 (beta 1) version of the program. It's available for the download here.

Please let us know if the issue persists.

Hello Max,

This is on a desktop PC to other Desktop PC's, no touchpad controls. Mouse is a Logitech M705. I'll let you know if I can reproduce on other PC's.

Of course, please feel free to update us if the issue can be reproduced on another machine or using another mouse.

They are using same synchronized address books. Some don't show the same versions for the same hosts. Some don't show any version for some hosts in one viewer and not the other. It's not a reliable place to confirm actual versions. Right now, my new PC has yellow exclamation marks next to 5/7 cloud address books and the old PC, also running viewer 6.12.1, has no yellow exclamation marks on any of the address books.

Could you please clarify if you have logged on to these remote Hosts? Currently, information about the updated Host version becomes available in the address book during the Simple Update process, however, it's only confirmed after the Viewer logs in or connects to the remote Host.
In our future updates, we'll make the program update Hosts' version information immediately during the online status check without the user having to log in on the Hosts at all. Could you please check if logging on or connecting to the remote Host resolves the issue?

Only thing to add to that help page, was that after I pasted over the keys.dat file, I had to close and reopen the Viewer to get the Add Code box to appear again. It was appearing before I pasted the keys.dat file but wouldn't appear again until I restarted the Viewer. Then I could add the code.

Thank you for your input. I will forward this to my coworkers and ask them to add the information about restarting the Viewer after copying the keys.dat file.

Looking forward to your reply.

Hello,

Thank you for your message.

Unfortunately, it's not currently possible to set the FPS value higher than 25. Sorry for this. As for the hardware cap - I'll check with our developers on this and get back to you with their answer.

Sorry for the inconvenience.

Hello Alex,

Thank you for your message.

Could you please clarify if you mean the run-only Agent module?

Could you please try enabling the Use legacy capture mode feature and see if it helps to resolve the black screen issue? In order to enable the feature, please do the following:
1. In the Agent window click on the gear icon and select Advanced settings...
2. Navigate to the Other tab and enable the Use legacy capture mode checkbox

In addition, please also double-check if you have the Monitor driver installed on the Agent's side. If it's installed, please try uninstalling the driver as it's required for the blank screen feature only. You can check if the Monitor driver is installed in the Advanced settings -> Driver tab.
Here's a related KB article that might be helpful.

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

Hello Marco,

Thank you for your message.

I will forward the Host logs you've previously sent us to our developers along with the issue description. I'll get back to you soon with their reply.

Sorry for the inconvenience.

Hello Max,

Thank you for the provided details.

Could you please let us know if you have tried adjusting the touchpad settings or updating the mouse software on the Viewer's side?
Unfortunately, we cannot reproduce the issue which means that it only manifests itself in certain circumstances.

So then this pop up happens some time later

Could you please clarify if you mean the First connection warning window? If this is the case, then we are considering the revamp of the First connection warning window along with some other features. However, unfortunately, we cannot provide any specific ETA on this yet.

I'm checking the host version (because its not shown in the Viewer, for example)

Actually, it's also possible to check the Host version in the Viewer if you switch to the Details view style:

One of these times I'll record the process of what it goes through compared to other services in terms of initial connection time.

Of course, please feel free to send it to us to [email protected].

Install RUT using a silent installer made against 6.10.3. When I went to add the code in 6.12.1, it said I needed to use the same Viewer version as what was used to generate it! Jeepers, that is another strike against the silent installer feature. If I had installed the silent installer, got home and then got this message without an opportunity to manually se t a new password so I could manually add to the Viewer, I probably would just give up on RUT right then and there and move to another solution. Try and only break backwards compatibility on major versions, not on minor versions, I beg you!

I apologize for the inconvenience. We try to maintain as much backward compatibility as possible with each update because we understand that our customers might not be able to update remote Hosts all at once. Besides, we even advise updating remote Hosts in small increments and first test the update procedure on a small sample.  There is backward compatibility, however, it's always better to upgrade both Viewer and Host and avoid relying on it.

As for the issue itself - could you please clarify if the issue occurred on another Viewer machine instead of the one where the installation package was configured? If this is the case, you simply need to copy the keys.dat file which is an encryption key to the Viewer machine where you want to use the Add using code feature. This file is located in the C:\Users\user_name\AppData\Roaming\Remote Utilities Files\ folder on the computer where you originally configured the installation package.
Please try copying this file and pasting it to the same C:\Users\user_name\AppData\Roaming\Remote Utilities Files\ folder on the Viewer PC where you want to use the Add using code feature.
Here's a related KB article.

Looking forward to your reply.

Hello Max,

Thank you for your patience.

I checked with our developers on both issues:

1. Unfortunately, we could not reproduce the mouse pointer issue. Could you please confirm that you have both - Viewer and remote Host upd ated to the latest 6.12 beta version and the issue still persists in this case?
In addition, please try disabling the touchpad or altering its sensitivity in the Windows settings.
Also please double-check if the mouse software is updated to the latest version which might be downloaded from the manufacturer's website.

2. As for the time it takes to establish a connection to remote Host - the Authorization method se t to Auto does not affect it. Could you please check if it takes the same amount of time to establish a connection to a remote Host in case if our public Internet-ID server is used as an intermediary instead of the self-hosted RU Server?

Looking forward to your reply.

Hello Roger,

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

Is there a way locking the viewer to Full control and view to force and user to use only Full Control and View mode?

Of course,  you can enable/disable specific connection modes for any user who connects to a specific Host. 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
2. Navigate to Modes tab.
3. Select respective checkboxes for the modes you want to allow, e.g. in case if you want to allow the Full Control and View mode only, then select both the Full Control and View only checkboxes and leave the rest of them unchecked:


Please note, that this is a global setting and will affect any user connecting to this Host. However, it's possible to further fine-tune access permissions for specific users using the respective authorization method permissions dialog when setting up users for Windows security or RU security authorization methods.

Please let us know if you have more questions.

Hello Rob,

Unfortunately, the full silent install is only possible when using the One-click package option that allows not to ask for the confirmation before the installation by enabling the Do not ask for confirmation before installation checkbox on Step 3 -> Other tab of the configuration process.
Silent installation is also possible via using the /silentinstall command line parameter (for more information please see this page).

Please let us know if you have more questions.

Hello Rob,

Thank you for your message.

You can mass update the Hosts via the Remote Install Tool as described in this tutorial for Advanced update method that allows you to update or change the existing Host settings.

In order to specify another server for the Hosts you want to update, you only need to create a custom MSI installation package using the MSI Configurator tool:
1. On Step 3 - Advanced options of the configuration process enable the Set or update Internet-ID connection settings checkbox.
2. Select one of the following radio-buttons depending on the intermediary server you want to use:
Use default (public) Internet-ID server — to use our company's servers for Internet-ID connection
Specify custom Internet-ID server — to specify your custom self-hosted RU Server
3. Enable the following checkbox: When updating existing Hosts, overwrite their Internet-ID server address with the specified address. This will allow the installer to replace the current Internet-ID server address of the existing Host installation with your selected Internet-ID settings.
For example, Step 3 - Advanced options window should look like this:


Finally, please select this custom MSI package in the Remote Install Tool window.

Hope that helps.