Pauline's community posts

Hello,

Thank you for your message.

Could you please try enabling the Use legacy capture mode feature and see if this helps to resolve the issue? This feature can be enabled in the Host Settings -> Other tab. After enabling the checkbox, please restart the remote Host.

In addition, please try updating your Remote Utilities installations to the latest 6.12 Beta 2 version - in this release, we have replaced the old driver-based mechanism with the new blank remote screen mechanism that allows adding a custom text to the remote screen when it is blanked. Here's a full list of Release Notes.
Version 6.12 Beta 2 is available for the download on this page. When updating Remote Utilities please make sure to update both Viewer and Host/Agent as the version mismatch might lead to performance issues or some features not working.

Hope that helps.

Hello Ted,

Thank you for your clarification.

Please try using this Program Install and Uninstall troubleshooter by Microsoft. This tool helps you to automatically fix issues that block programs from being installed or removed.

Hope that helps.

Hello Kevin,

Thank you for your suggestion.

I checked with my coworkers on this - we will definitely fix the localization translation in one of our future updates.

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

Hello Ted,

Thank you for your message.

Could you please clarify if you've tried performing a complete uninstallation of Viewer by following this uninstallation guide? If no, please try cleaning up the installation as described in the above guide and see if it helps to resolve the issue.

Please let us know if the issue persists.

Hello Kevin,

Thank you for your message.

Version 6.10.10.0 is supported for both 32- and 64-bit based OS. Could you please clarify if you're running vanilla (i.e. default) Agent downloaded from our website or a custom pre-configured Agent?

In addition, please clarify if you have any firewall/antivirus software running on the remote machine? If this is the case, please try adding the path to the directory from which you run the Agent (for example, this might be your Desktop or Downloads folder) to your antivirus exception list and see if this helps to resolve the issue.

Looking forward to your reply.

Hello Kevin,

Thank you for your message.

I will forward this to my coworkers for a review to see if this can be fixed in our upcoming updates. Thank you for your suggestion!

Please let us know if you have more questions.

Hello,

Thank you for your message.

I'm glad to hear you've figured out the issue and it works for you now! If you mean the Lock host's mouse and keyboard checkbox in the Connection Properties - indeed, this checkbox locks the remote Host's input when enabled.

In addition, please note that I've moved your message from iOS related forum section to the related thread you've created in the Windows forum section. For Windows-related questions please post in the Windows version forum. Thank you.

Please let us know if you have more questions. We're happy to help!

Hello Tim,

Thank you for your patience.

Unfortunately, we couldn't reproduce the issue. However, yesterday we have extended the free period and updated the beta files for the Mac/Linux Viewer. Could you please try downloading the updated version and see if the issue persists?
Remote Utilities Viewer for Mac is available for the download on this page.

Hope that helps.

Hello Tim,

Thank you for your message.

We will test this out to see if we can reproduce the issue and get back to you with an update soon.

Sorry for the inconvenience.

Hello Kenny,

Thank you for the clarification.

I was testing machines on the same network, however had thought as the connection was configured with the internet ID it would have used the RU server for connection not direct connection.

Yes, using the direct route automatically if available is expected behavior. This is done in order to improve the connection speed and performance as a Direct connection is always faster than an Internet-ID connection.

The intention is to purchase x number or pro licenses, so we can install the host on all our corporate machines, plus run the run-only-agent on non-corporate machines if necessary.

Please note that the license key is added on the Viewer's side only as described in this guide on registering the program. Other modules, i.e. Host, Agent, and RU Server do not require registration.

What we are trying to find out is if there is a way we can view who is connected to each session.
We would like to have some level of control if we hit the maximum concurrent connection count (presumably connections would then fail) to see who is using the sessions.  The RU server active session only shows the name of the PC being connected to, not who / what viewer is making each connection.  

Unfortunately, right now there's no such feature that allows seeing the exact Viewer/Host pair that is currently in a remote session with each other. However, I've forwarded this feature request to our developers for a review to see if this can be implemented in our future update.

In addition, please note, that if your Viewer is connected to the Host using Internet-ID connection via self-hosted RU Server, then you should already see all the Hosts along with the Viewers that are currently using this server for a remote session listed on the Active tab of the Admin Console, i.e. you're able to see all of the concurrent technicians using the sessions anyway. For more information please see this page.  

Hope that helps.