Pauline's community posts


Beta testing: Remote Utilities for macOS/Linux

Pauline, Support (Posts: 2862)
Mar 13, 2020 3:12:00 pm EDT
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.

[Resolved] drag and drop not working Host PC to Viewer PC

Pauline, Support (Posts: 2862)
Mar 13, 2020 10:37:51 am EDT
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.

Active Directory Deployment

Pauline, Support (Posts: 2862)
Mar 13, 2020 9:20:53 am EDT
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.

How can i connect to my client

Pauline, Support (Posts: 2862)
Mar 12, 2020 12:31:07 pm EDT
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.

Unable to connect over internet via Internet ID

Pauline, Support (Posts: 2862)
Mar 12, 2020 12:12:51 pm EDT
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.

Can't get through lock screen password on Host

Pauline, Support (Posts: 2862)
Mar 11, 2020 5:03:44 pm EDT
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.

Can't get through lock screen password on Host

Pauline, Support (Posts: 2862)
Mar 11, 2020 4:09:21 pm EDT
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.

Remote Utilities 6.12 Beta

Pauline, Support (Posts: 2862)
Mar 11, 2020 10:57:43 am EDT
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.

Set connection framerate higher than 25 FPS

Pauline, Support (Posts: 2862)
Mar 10, 2020 5:28:56 pm EDT
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.

WinPE portable host blank screen/cannot see screen

Pauline, Support (Posts: 2862)
Mar 10, 2020 3:13:03 pm EDT
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.