Pauline's community posts

Hello,

Thank you for your message.

Could you please, try resetting the Viewer's options and see if this helps to resolve the issue? In order to reset the Viewer options 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, but you will need to register the Viewer with your license key again.
4. Run the Viewer and see if the issue still persists.

If resetting the Viewer options did not resolve the issue, then could you please record a short video of the issue and send it to us to support@remoteutilities.com? In addition, please let us know which version of the Remote Utilities is used.

Please let us know if this worked for you.

Hello,

Thank you for your message.

Could you please clarify if you mean the respective columns in the Viewer's address book? If this is the case, please elaborate a bit more on what do you mean by the data do not seem to be persistent? Am I right in assuming that your suggestion is to transfer data from these columns to the RU Server's Admin Console?

Looking forward to your reply.

Hello,

Thank you for your message.

The Last IP column shows the last IP address that was used by the given Host which is not necessarily the IP address of the Host computer itself. For Internet-ID connections, the Last IP address shows the IP address of the last used Internet-ID server, i.e. in this case - of the self-hosted server.
Please note, that the private IP address is only shown in case if you use Direct connection within your LAN in order to connect to the remote Host, i.e. without an intermediary server.
For more information on the column headings please refer to this Documentation page.

Hope that helps.

Hello,

Thank you for your suggestion.

We already have both of these features in our roadmap so we will definitely implement them in our future updates. Unfortunately, we cannot provide any specific ETA on these features yet.

Please let us know if you have other questions.

Hello Dylan,

Thank you for the confirmation. We're glad to hear we were able to help!

Please do not hesitate to post another message if you need further assistance.

Hello Dylan,

Thank you for the feedback!

Please let us know if you have other questions. We're happy to assist!

Hello Rudy,

I'm glad to hear this worked for you!

Please feel free to contact us if you have more questions.

Hello Les,

I'm glad to hear it works for you now! Perhaps, the issue was caused by some temporary issue.

Please feel free to contact us if you have more questions.

Hello Les,

Thank you for your message.

The issue might be caused by a slow internet connection, as the overall connection speed and performance are only as good as the slowest network segment between Viewer and Host. I have just tried connecting from mobile Viewer on the iOS device to the Host machine with the Color Depth settings set to different values - every value works perfectly fine on a good internet connection.

Could you please let me know if you use the Internet-ID connection method or Direct connection?
If you already use Direct connection, please try enabling the Use legacy capture mode feature and see if it helps to resolve the issue. To enable the feature please do the following:
1. Right-click the Host icon in the system tray and select Settings for Host.
2. Navigate to the Other tab and enable the Use legacy capture mode checkbox.
3. Right-click on the Host icon and select Restart Host or simply restart the Host PC.

Looking forward to your reply.

Hello Naveen,

Thank you for your question.

It is possible to hide the Host menu in the system tray (i.e. do not display the Host menu when right-clicking the Host icon in the system tray), by selecting the Hide tray icon menu checkbox in Settings for Host -> Interface tab. However, please note that this does not prevent you from opening the Host's settings or from being able to stop the Host from the Windows start menu or search (just start typing Settings for Hhost in the windows search bar). We do not go against Windows security architecture by preventing full admins from doing whatever they want on the machine.

Silent installation is also possible by using the custom Host installation file built via the MSI Configurator (the One-click package option) or via using the /silentuninstall command line parameter (for more information please see this page). However, please note that full silent installation is only available for PRO and SITE license types, otherwise, there will be the First connection warning window shown (if the Internet-ID is generated upon the installation).

Hope that helps.