Pauline's community posts

Hello Jim,

Thank you for your message.

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

Meanwhile, please try referring to this KB article, which provides some tips that might help you improve your current performance.

Looking forward to your reply.

Hello,

Thank you for your message.

I apologize for a somewhat primitive interface in the mobile Viewer. Currently, the improved mobile Viewer version is in development. We are going to significantly improve it, namely, implement a full-fledged address book that can be synced with the desktop Viewer.
In addition, we are currently waiting until the manufacturer of the development environment we use to release the 64-bit compiler (it's promised to be released very soon), as we need to build the Android client using a 64-bit compiler so we could resolve some Android version issues. Once the manufacturer releases it, we will immediately update the Android client.

Sorry for the inconvenience.

Hello,

Thank you for the clarification.

Could you please record and send us a short video where the issue could be seen? You can send it to support@remoteutilities.com.

Looking forward to your reply.

Hello,

Thank you for your message.

Unfortunately, we couldn't reproduce the issue - Drag and drop works well both ways: from a local Viewer machine to a remote Host, and vise versa.

Could you please clarify if you use the Direct connection or the Internet-ID connection? Depending on a connection, a slight delay might be needed for the Drag and Drop to work. Please try waiting for a couple more seconds before dropping the file.

In addition, could you please verify that you have the latest version of Remote Utilities installed (the latest version as of this writing is 6.10.10.0)?  

Looking forward to your reply.

Hello Steve,

Thank you for your patience.

I checked with our developers on the issue - unfortunately, it's hard to tell what software exactly might be causing the issue as it is related to the keyboard capture method.

The issue might be indeed caused by some pre-installed Dell software. Could you please refer to the Dell support service with the same detailed description of the problem? Hopefully, they can point to something that might be causing it.

Sorry for the inconvenience.

Hello Paul,

It seems like the Viewer configuration file was somehow corrupted and now might be causing the issue. Please try resetting the Viewer settings by performing 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 (or you might rename the file and move it to another folder in case if you need to restore it later).
This will reset the Viewer settings. Your address books won't be affected by this action.
4. Run the Viewer and see if the issue persists. Please note, that you will need to register it with your license key again.

Please let me know if this worked.

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 support@remoteutilities.com.

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.