Pauline's community posts

Hello Bujang,

Could you please clarify if you mean the size of the Full Control window or the preferred display mode (e.g. fullscreen stretch) for a certain connection?

Looking forward to your reply.

Hello Zohn,

Thank you for your message.

Question 1: The Host and Agent installation program created using the Viewer was identified as a dangerous program by the eset antivirus software.

This is a false positive detection. We're submitting false positive reports on a regular basis, but, unfortunately, it might take some time for the a/v vendors to remove their detections. What you can do here is to add Remote Utilities (or the folder where you prefer to save your custom installation files) to the exception list of ESET a/v software as described here.
In addition, we also encourage you to submit a false positive report as well since this actually might speed up the resolution process. You can submit a false positive review to ESET here.

Question 2: Using the created agent, it can be seen from the Self hosted server that it is already online, but cannot be connected using the Viewer.

Please make sure that you've already configured access to RU Server on the Viewer's side as described here - Agent that was added to your address book should have your custom server selected in the Connection Properties menu. In addition, please make sure that your RU Server is directly accessible to Viewer as well.

Hope that helps.

Hello Bujang,

Thank you for your message.

Using the Stretch mode already fits your remote screen to the local monitor (i.e. it shrinks or stretches the remote monitor). In order to get rid of the borders you can try resizing your Full Control connection window to better fit the remote screen resolution or you can also try using the Fullscreen stretch mode instead and see if it works for you.

Hope that helps.

Hello,

Thank you for your message.

Please try using this Microsoft troubleshooting tool that can help to automatically repair issues when you're blocked from installing/removing/updating programs.
Simply download the troubleshooting tool, run it and follow the provided steps.

In addition, if the above doesn't help, please try resetting the Viewer's settings:
1. Fully exit the Viewer (File→Exit).
2. Go to the C:\Users\[Your_username]\AppData\Roaming\Remote Utilities Files\ folder. Note that the AppData folder may be hidden by default in which case you'll need to turn on Hidden files and folders in Windows Explorer settings.
3. Locate the file config_4.xml and delete it.
4. Run Viewer and register it with your license key once again.
5. Try using the MSI Configuration tool and see if it works for you this time.

Hope that helps.

Hello Brad,

I'm glad we were able to help!

Feel free to post another message if you have more questions or need our assistance.

Thank you.

Hello Brad,

Thank you for your message.

Please try enabling the Use legacy capture mode feature in the Host Settings -> Other tab and see if this helps to resolve the issue. After enabling the feature please make sure to restart your Hosts for the changes to be applied.

Hope that helps.

Hello Shawn,

Thank you for your message.

Please try using this Microsoft troubleshooting tool that helps to automatically fix issues when you're blocked from updating/removing software. Simply download the troubleshooter, run it and follow the steps provided by the wizard. After using the tool you should be able to update your current installation.

Hope that helps.

Hello John,

Thank you for the details.

I’ll forward this issue to our developers to see if they’re able to provide any input on it and we’re able to reproduce the issue in our environment.

I’ll get back to you with an update on this shortly.

Hello,

Thank you for the provided files.

I’ll forward the issue to our development department to see if they’re able to provide any input.

I’ll get back to you with an update on this shortly.

Hello John,

Thank you for the clarification.

Could you please answer a couple more questions:
1. Does the same apply to both “admin”/“Johns” accounts when using Full Control connection mode as well?
2. Does this occur for only one specific folder or were you able to reproduce it for multiple directories in the Registry Editor?

Looking forward to your reply.