Pauline's community posts

Hello Nándor,

Thank you for your message.

I'm glad to hear you've figured out the issue!

Please do not hesitate to post another message if you need further assistance.

Hello Jay,

Thank you for the update.

Could you please elaborate a bit more on what do you mean by calling the PCs that are not capable of running Host? Do you perform this using Viewer?

Looking forward to your reply.

Hello everyone,

Thank you for confirming your ISP.

Could you please try referring to the Orange Polska ISP and ask them to look into the issue and allow their users to access Remote Utilities' servers? We believe they would take reports from their customers into consideration much faster.

Please let us know if there are any updates on the issue from the ISP.

Hello Einfacher,

Thank you for your kind words!

Unfortunately, right now additional mouse buttons are not supported in Remote Utilities. However, we already have this issue in our roadmap and will implement the support for extra mouse buttons in our future updates. I apologize for the inconvenience.

Please let us know if you have more questions.

Hello Terry,

Thank you for your message.

Unfortunately, we couldn't reproduce the issue - the Drag and Drop feature works well both ways: from a local Viewer machine to a remote Host, and vise versa.

Could you please clarify if you're connecting to the remote Host machine using Direct connection or Internet-ID connection? Depending on a connection, a slight delay might be needed for the Drag and Drop to work, especially if Internet-ID connection is used. Please try waiting for a couple more seconds before dropping the file on the remote screen.

In addition, please try updating Remote Utilities to the most recent 6.12 Beta 1 version and see if it helps to resolve the issue. 6.12 Beta 1 version is available for the download on this page.

Please let me know if the issue persists.

Hello,

Thank you for your message.

The issue might be occurring if some of the Host files were corrupted by antivirus/firewall software during or after installation.
In this case please try clearing up your Host installation and then re-install Host from scratch. Here's a complete uninstallation guide. Please reboot the Host machine after installation.

In addition, we highly recommend that you add the Host installation path to your antivirus software exceptions list to avoid future problems is this regard.

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

Hello Komkrit,

Thank you for your message.

In case if there is a VPN connection between Viewer and Host you can connect via Direct connection using the VPN IP address of the remote Host. Direct connection type does not require any intermediary (relay) servers and is suitable for isolated networks.
Here's a related Connecting over LAN tutorial that will help you to establish a direct connection over VPN.

Please let us know if you have more questions.

Hello Ryan,

Thank you for your message.

Perhaps, there are some network issues that might be preventing you from using the Internet-ID connection. Before we proceed to further troubleshooting, please try referring to this KB troubleshooting guide and see if the solutions listed there help to resolve the issue.
In addition, please note that if you use VPN between Viewer and Host you are advised to use Direct connection instead of Internet-ID connection.

Please let us know if the issue persists.

Hello Jennifer,

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

Please feel free to post in the community if you need further assistance.

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.