Pauline's community posts

Hello,

I have also checked if we have previously had any reports on this and found out that there was actually some certain issues with the Drag and Drop feature when using it with Internet-ID connection in the current 6.10.10.0 version.

Although the Drag and Drop feature might work better when using the 6.12 Beta 1 version, the feature will be significantly improved in our future updates, so it would be also possible to use the feature via Internet-ID connection.
Some of the improvements will be implemented in the nearest beta version update. However, unfortunately, we cannot provide a specific ETA on the update yet. Sorry for the inconvenience.

Please let us know if you have more questions.

Hello Stephen,

Thank you for your message.

Unfortunately, we couldn't reproduce the issue. Could you please clarify if the issue occurs when you're using the Text Chat mode or its simplified version the Mini-chat which can be opened alongside the Full Control and View mode window?

In addition, we highly recommend that you update Viewer to the same version 6.10.10.0 that is used on the remote Host machine, as the version mismatch might be causing the issue as well.
Version 6.10.10.0 is available for the download on this page.
Alternatively, you can also update the Viewer using the Check for updates button located on the Viewer's ribbon toolbar, on the Help tab which will prompt to the Automatic update.

Let me know if updating the Viewer did not help and the issue still persists.

Hello,

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

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

Hello,

Thank you for the clarification.

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 try updating Remote Utilities to the most recent 6.12 Beta 1 version and see if it helps to resolve the issue? The 6.12 Beta 1 version is available for the download on this page.
When updating, please make sure to update both Viewer and Host as well as the RU Server, as the version mismatch might lead to performance issues or some features not working.

Please let me know if updating Remote Utilities did not help and the issue persists.

Hello,

Thank you for your message.

This issue might occur if there was a downgrade/return to an older Remote Utilities version or if the VIewer configuration file somehow got corrupted (perhaps, by some antivirus software activity).

Please, try the following:
1. Fully exit the Viewer File -> Exit.
2. Locate the file config_4.xml in the C:\Users\[Your_username]\AppData\Roaming\Remote Utilities Files\ folder.
Please note that the AppData folder might be hidden by default in which case you need to enable Hidden files and folders in Windows Explorer settings.
3. Remove the config_4.xml file from that folder.
This will reset the Viewer settings. Your address books won't be affected by this action.

In addition, please note that I have also replied to the ticket you've previously created.

Let me know if the issue persists.

Hello,

Thank you for your message.

Could you please clarify if you mean copying/pasting using the clipboard (i.e. via ctrl+c/ctrl+v key combination) or the Drag and Drop feature?
Please note, that right now the clipboard only allows you to transfer plain text, as the rich content (files, images, etc.) of the clipboard is not synchronized between Viewer and Host yet. However, we already have this in our roadmap and perhaps it will be implemented in the next major version of Remote Utilities, which we hope to release by the end of the year. I'm sorry if this makes the program less useful for you.

In case if you mean the Drag and Drop feature, then please note that depending on the used connection type (Direct or Internet-ID connection), a slight delay might be needed for the Drag and Drop to work properly. Please try waiting for a couple more seconds (about 3 to 4 seconds depending on the connection type) before dropping the file and see if this helps to resolve the issue.

In addition, please consider using the File Transfer mode, which can also work via drag and drop.

Hope that helps.

Hello Kubris,

I apologize for keeping you waiting for so long.

We have tested this, but, unfortunately, could not reproduce the issue - the standard shortcuts work, otherwise, our forum would be already flooded with the reports on this. It seems that the issue occurs because the hotkey combinations are intercepted by some other software/driver running on the remote machine.

However, please try updating Remote Utilities to the latest 6.12 Beta 1 version - it contains a fix for a similar issue where some certain keys (such as Ctrl, Shift or Enter) were not captured by a remote machine. Perhaps, this might also affect the issue you've encountered and help to resolve it.
Version 6.12 Beta 1 is available for the download on this page. When updating Remote Utilities please make sure to update both Host and Viewer as version mismatch might lead to performance issues and some features not working.

In addition, please try switching the keyboard input model to the Unicode mode. This can be done in the Connection properties window, on the Keyboard tab.

Hope that helps.

Hello Erik,

Thank you for the clarification.

Please feel free to send us the log files or any other updates if the issue occurs again.

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

Hello Patricia and Bruce,

This is to inform you that we have released a newer version 1.0.3.q Beta 3 of Viewer for Mac and Linux with an implemented fix for the RU Security authentication method issue. Please try updating your Viewer to the latest Beta 3 version.

The latest 1.0.3.q Beta 3 version of Viewer is available for the download on our website:
For Mac
For Linux

Let us know if you have more questions.

Hello László,

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

Please note, that we also just released the 1.0.3.q Beta 3 version of Viewer for Mac/Linux with an implemented fix for the RU Security authentication method issue. Please try updating Viewer to the latest Beta 3 version and see if the issue persists.

The latest 1.0.3.q Beta 3 version of Viewer for Mac is available for the download here.

Let us know if you have more questions.