Pauline's community posts

Hello Stephanus,

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

Please feel free to contact us if you have more questions.

Hello Stephanus,

Thank you for your message.

Please try enabling the Use legacy capture mode feature and see if it helps to resolve the issue. To enable the feature please do the following:
1. Right-click the Host icon in the system tray and select Settings for Host.
2. Navigate to the Other tab and enable the Use legacy capture mode checkbox.
3. Right-click on the Host icon in the system tray and select Restart Host or simply restart the Host PC.

In addition, please try changing the Display orientation value on the remote Host machine. This setting can be found in the Display settings menu:


Please let us know if this worked for you.

Hello Alan,

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

However, we plan to implement a feature that will allow a user to show the primary monitor by default upon connecting to a remote Host machine. It will be implemented in our future updates, but, unfortunately, there's no specific ETA on the feature yet.

Please let us know if you have more questions.

Hello Jesse,

Thank you for your suggestion.

We already have this feature in our wishlist among a few other features related to the multiple monitor use, so we will implement it in our future updates. Unfortunately, we cannot provide any ETA on the feature yet, sorry for the inconvenience.

Please let us know if you have more questions.

Hello,

Thank you for your message.

1) Can I use my 1 free Viewer license on 3 different computers? If yes, how do I do that?

Sure, even if you use the free license, you are not restricted to a specific workstation given that you're the only tech. This means that you can install this license on any number of computers so long as there's only one tech working with the license at a given moment, e.g. you can install and register the Viewer on your home PC, your laptop and your office PC and work from any of those workstations — one at a time. For more information, please refer to this KB article.
However, please note, that with the free license you only can add up to 10 records in your address book with which you can actively work, including concurrent use (i.e. connect to a few remote Host from your Viewer).
To register the Viewer with the free license key, please follow this tutorial. Other program modules such as Host, Agent, and RU Server do not require registration.

3) If (somehow) I have the Viewer installed on 3 computers, how do I get my Hosts on each Viewer? And how do I keep them in sync if I add or remove a host?

There are a few ways to sync address books on a few different Viewers:

1. You can manually export and import the address books. Please note, that while using this method, when you upd ate one copy, the other copy is not upd ated. Manual export/import can be used when you have few records in your address book or when you don't update records often.

2. You can se t up the address books to sync automatically through a shared resource, such as a Dropbox or OneDrive folder. This method would suit you if you're the only person who works with the software. To se t up the address book sync via shared resource, please refer to this tutorial.

3. You might also consider using the Portable Viewer as an alternative to the installable version, as it's easier than installing Viewer on each workstation and setting up a shared address book. In this case, you simply need to create your address book in the Viewer (Portable Viewer stores its all files in a single folder that you can take with you anywhere). Then you can copy the entire portable Viewer folder to Dropbox and run the Viewer executable (rutview.exe) from there on each workstation you work from. For more information on the Portable Viewer please refer to this Documentation page.

Hope that helps.

Hello Konrád,

Thank you for the update. I'm glad to hear you've figured out the issue!

Please feel free to contact us if you have more questions.

Hello Ian,

Thank you for your message.

I checked with our developers on this - the downloaded *tar.gz file is an executive file. Could you please clarify if you use an x64-based processor or if it's x86-based? In addition, please let us know if there are any error messages shown in the terminal when you try running the Viewer file? You can send us a screenshot of the terminal to support@remoteutilities.com.

Looking forward to your reply.

Hello Ian,

Thank you for your message.

I have forwarded this to our development department and ask for their input. I'll get back to you soon with their reply.
In the meantime, could you please let me know if I'm right in assuming that you use Linux Debian? If this is the case, please let me know which exact version do you use.

Looking forward to your reply.

Hello Konrád,

Thanks for the clarification.

Normally, you should see the authorization pop up when establishing a remote connection, if the Viewer had successfully reached the intermediary server (our public ID server or your self-hosted RU Server) and then had successfully established a connection to the Host through the intermediary server. In this case, I might assume that the issue occurs somewhere on these steps.
The troubleshooting guide would be helpful in order for us to isolate the issue. However, you might send us the Host and Viewer log files for examination.
Here's how you can locate the Host logs and Viewer logs.
You can send the log files to support@remote-utilities.com

Please, do not publish the logs on the forum as they are considered personal information.

Looking forward to your reply.

Hello Konrád,

Thank you for your message.

Could you please clarify if remote connections in the address book are shown as online? In addition, before we proceed to further troubleshooting, please try referring to this KB troubleshooting guide and see if any of the solutions help to resolve the issue.

Please let us know if the issue persists.