Pauline's community posts

Hello James,

Thank you for your message.

Could you please clarify if your Windows user account is an Administrator? If it is, please try fully exiting the Viewer (File ➝ Exit). Then right-click on the Viewer shortcut on the desktop and try running the Viewer as administrator again.

Please let me know if the issue persists.

Hello Robert,

Thank you for the provided details.

I checked with our developers on the issue you've encountered: it seems like there's some system administration issue. Unfortunately, we cannot assist you in resolving this kind of issue as it is beyond the scope of our technical support. To resolve it, please refer to your system administrator. I'm sorry about that.

Please let me know if you have other questions.

Hello Albert,

Thank you for the provided details.

Could you please send us the Host and the Viewer log files for examination?
Here is how to locate the Host logs: https://www.remoteutilities.com/support/docs/host-log/
and the Viewer logs: https://www.remoteutilities.com/support/docs/connection-log/

You can send the log files to [email protected]. Please, do not publish the logs on the forum, they are considered personal information.

Looking forward to your reply.

Hello Robert,

Thank you for your message.

We received your email along with the log files. I will forward the logs to our developers to ask for their input on the issue.

Meanwhile, could you please let me know what version of the self-hosted server is used?

Looking forward to your reply.

Hello Albert,

Thank you for your message.

But when i change ip address i'm able to login again

Could you please clarify if you mean the IP address on the Viewer machine? Or do you mean the IP address on the Host PC?
Therefore, am I right in assuming that you're trying to establish the connection using the direct connection method?

As for the issue - perhaps, it was caused by the Viewer configuration file which was somehow corrupted by some antivirus/firewall software.

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 and might fix the issue. Your address books won't be affected by this action, however, you will need to register the Viewer with your license key.

Please let me know if the issue persists.

Hello David,

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

Please do not hesitate to post another message if you have more questions.

Hello David,

Thank you for the clarification.

The issue also might be caused by the Viewer configuration file, that was somehow corrupted by some antivirus or firewall software.

Could you 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.
4. Run the Viewer and try registering it with your license key again.

Please let us know if the issue persists.

Hello Anthony,

I apologize for a somewhat misleading previous reply.

Could you please send us a screenshot of your Host settings, namely the window where you've set permissions for the account that is used to authorize on the remote Host? You can send the screenshot to [email protected].

Looking forward to your reply.

Hello David,

Sorry for the late reply.

The screen brightness issue you've encountered might be a side effect of using the monitor driver. Could you please clarify if you have the monitor driver installed on the Host machine? If you're not sure, you can check this in the Host settings:
1. Right-click on the Host icon in the system tray and select Settings for Host
2. Navigate to the Driver tab. If you have the monitor driver installed, then the Uninstall button would be clickable:


Please note, that the monitor driver is only needed for the blank remote screen feature. Therefore, If you do not use the blank remote screen feature, you do not need to install the driver.
You can uninstall it by clicking the Uninstall button. You also avoid the driver installing in the future, if you deselect the Install monitor driver checkbox when installing the Host:


Here's a related KB article about the monitor driver: https://www.remoteutilities.com/support/kb/what-is-a-monitor-driver/

Hope that helps.

Hello Aaron,

Thank you for your message.

Could you please clarify if you have tried the solutions that are listed in this KB article: https://www.remoteutilities.com/support/kb/full-control-and-view-mode-isn-t-working-or-is-unstable/?

In addition, please let me know if it's possible to try connecting to this Host from another Viewer machine, or from the same Viewer to another Host?

Looking forward to your reply.