Pauline's community posts

Hello Rob,

Thank you for your message.

Unfortunately,  we still do not have any specific ETA on the Mac version for Host. However, we do plan to release it soon after the Viewer for Mac, which is expected by the end of the year. Sorry to keep you waiting!

Please let me know if you have other questions.

Hello Paul,

Thank you for the clarification.

Please try pinging id.remoteutilities.com in the command line and see if you receive any response.

Looking forward to your reply.

Hello Steve,

Thank you for the provided details.

I will forward the issue along with the list of the software you have provided to our developers and ask for their input. Sorry for the inconvenience.

I’ll get back to you with their reply soon.

Hello Steve,

Thank you for your patience.

Could you please specify the exact model of your laptop and the list of third-party software that you have installed on it? You can send the list to [email protected].

In addition, here's a related community thread.One of the users in the thread managed to resolve the issue by uninstalling one of the 2 Office 365 versions that were installed on their machine and by changing their firewall settings for the internet sharing mode from a public to a private network. Maybe this thread could be helpful.

Looking forward to your reply.

Hello Jukk,

Thank you for your suggestion.

We will add the extra buttons support to our wishlist and implement it in our future updates.

Please let us know if you have other questions.

Hello Bart,

We have reviewed the feature suggestion and added it to our wish list. We will implement it in our future updates, perhaps, in the nearest ones.

Please do not hesitate to contact us if you have more questions.

Hello Steve,

Thank you for the clarification and the provided details.

I will forward the issue to our developers to see if there's anything we can do to fix it.

Sorry for the inconvenience. I'll keep you updated.

Hello Ahmad,

Thank you for your message.

Could you please clarify if you have the Monitor Driver installed on the remote Host machine? It's required to be installed in order for the Blank the Host's screen feature to work properly.

If you're not sure about the monitor driver, you can double-check if the driver is displayed in the Windows device list:


If the driver is not installed on the remote Host machine yet, you can install it performing the following:
1. Open Settings for Host and navigate to the Driver tab.
2. Select Install:

3. Restart Host.
You can install the monitor driver during the Host installation as well by selecting the corresponding checkbox on the Installations Options step:


Hope that helps.

Hello Steve,

Sorry for the late reply.

Could you please if there is any antivirus software installed on the Viewer machine? Please double-check your antivirus software settings, and specifically add both Viewer and Host to its exceptions list (i.e. white list).

Also, please try resetting the Viewer configuration file in case if it was somehow corrupted by antivirus software.
In order to reset the Viewer settings please, do 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. However, you might need to register the Viewer with your license key again.
4. Run the Viewer and see the issue still persists.

In addition, please try switching the keyboard input model to Unicode input in the Connection properties - Keyboard section and let us know if it solves the issue:


Looking forward to your reply.

Hello Aaron,

Thank you for your message.

Could you please double-check that your self-hosted Server is accessible fr om the outside. To do so, please do the following:
1. On the Server machine open a web browser and navigate to http://canyouseeme.org
2. Enter the RU Server's communication port number (the default communication port is TCP 5655) in the Port to Check field and click Check port.
3. In case if the form returns Success as the check result, please send us your Host logs from the remote Host machine wh ere the issue occurs, as well as the Viewer logs and the Server logs. You can send them to [email protected].

In case, if you receive Error as the check result, please try referring to this troubleshooting guide and see if it helps to resolve the issue.

Looking forward to your reply.