Pauline's community posts

Hello Keith,

Thank you for your message.

Could you please send us the log files as well? You can send them to support@remoteutilities.com or submit a ticket. We will try to reproduce the issue in our environment.

Looking forward to your reply.

Hello Trent,

Thank you for your patience.

We’ve reproduced the issue and have added the fix for it to our next update which should be released very soon.

Let us know if you have any questions.

Hello Trent,

Thank you for the clarification.

I will forward this issue to our developers to see if might be expected behavior or an issue we should be able to fix in our future updates.

I'll get back to you with an update on this shortly.

Hello Dennis,

Thank you for your message.

There’s no need to uninstall previous version when updating Host. You can follow the steps provided in this guide to update your Hosts remotely.

Let us know if you have more questions.

Hello Trent,

Thank you for your message.

Please note that the Alt+F4 hotkey is currently assigned to close the File Transfer window by default. You can find the full list of available hotkey combinations here.
However, please note the that you can also edit some of the hotkey combinations as described here.

Let us know if you have more questions.

Hello John,

Thank you for your message.

Could you please verify that you’ve updated both Host and Viewer (as well as RU Server if used) to the most recent version 7.2.1.0 (and version 3.3.5.0 for RU Server respectively)?
If all modules are already updated, but the issue still persists, please feel free to send us the most recent log files - you can send them to support@remoteutilities.com or submit them in a ticket.

Looking forward to your reply.

Hello Bob,

Thank you for your feedback.

I understand your frustration with the notification banner, however, please note it wasn't our immediate priority, unlike, for example, Viewer and Host (Agent) for Mac and Linux which were just recently released for testing. As I mentioned in my earlier message, we're still considering to improve the banner, but our developers are still investigating on this possibility and the best way to implement this.
Since I'm just a support specialist, I can only assume that if it was purely a financial decision, we could've remove the free license beyond the 30-day trial altogether. However, it still remains fully functional even with the notification banner which you can click through.
In addition, please note that it's still possible to connect to your Host without seeing the notification banner - you can simply use Direct connection and you can even do so over the Internet, it will just require setting up some additional port forwarding as described here.

Hope that helps.

Hello Bob,

Thank you for your message.

Let us assure you that the feature's implementation was not discontinued - our developers are still investigating the best way possible to implement this feature, so it will definitely be included in one of our future updates. We will let our users know once it's available or if we have any updates on the approximate ETA of it. Sorry for the inconvenience.

Let us know if you have other questions.

Hello,

Thank you for your message.

Could you please clarify if you have any antivirus software installed on your machine where the issue occurs? If this is the case, please try adding the RU Server installation folder to the exception list as described in this guide and see if this helps to resolve the issue. Please note that you may also need to reinstall your RU Server - you can try backing up its data as described here and then preforming a complete uninstallation following this guide.

Hope that helps.

Hello Matthew,

Thank you for the clarification.

I've checked our ticket system and email inbox, but, unfortunately, couldn't locate any log files you might've submitted earlier. Please note that the log files act as our primary diagnostic tool when we start to troubleshoot any issue and without them, unfortunately, it's hard to tell where exactly we should start looking for the root of the issue.
Please feel free to send us the Host logs (either via ticket or to our email, whichever works for you) - we can examine the log files and forward them to our developers for further review as well as schedule a remote session if necessary.

Hope that helps.