Pauline's community posts

Hello Jake,

Thank you for your message.

Unfortunately, we couldn't reproduce the issue. Could you please clarify if there's any other license key already added to your License Key Storage? If there's no other license key in the storage, could you please record a short video where the issue can be seen and send it to support@remoteutilities.com?

Looking forward to your reply.

Hello Zachary,

Thank you for your message.

Is there a way where you can you see your FPS during a connection?

Unfortunately, there is no such feature and we do not plan do implement one.

Also, is it capped at the dropdowns 25 or if you have it on "High" cpu usage will that get you better than 25?

The chosen FPS value only matters if the FPS is chosen as the CPU usage mode. If any other CPU usage mode is chosen, there's no FPS limitation. Generally, FPS values are conditional as it's slightly different from the regular video format and there are special algorithms that pick the right value.

I'm using it with a work machine and trying to get it as responsive as possible.

You might also try some solutions that are listed in this KB article: https://www.remoteutilities.com/support/kb/slow-remote-connection-speed-performance/

Hope that helps.

Hello Mishal,

Thank you for your message.

I'm glad to hear you've figured out the issue!

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

Hello Horst,

Thank you for your message.

Unfortunately, before proceeding to further troubleshoot, it's recommended to reboot the Host machine after the installation as it is important to isolate the issue first to at least figure out where the problem occurs.
Here's a relatable KB article: https://www.remoteutilities.com/support/kb/host-icon-is-not-being-displayed-in-the-system-tray/

Please let me know if the issue persists after rebooting the Host PC.

Hello Horst,

Thank you for your message.

Therefore it would be great if there was a way allow Host + Agent to co-exist on a machine for a scenario like mine.

Unfortunately, there is no such feature yet that would let Host and Agent run in the system simultaneously, and we do not plan to implement such features in our future updates.

I'm sorry if this makes the program less useful for you.

Hello,

Thank you for your message.

Unfortunately, we couldn't reproduce the issue. The next time the Viewer freezes could you please try checking the Pause icon in the toolbar menu to see if Pause is enabled and try disabling it?


Also,  it would be useful if you could send us a short video where the issue could be seen. You can send them to support@remote-utilities.com if you don't want to share it on the forum.

Looking forward to your reply.

Hello John,

Thank you for your message.

Is this something installing the display driver will help with?

The monitor driver is used for the blank remote host feature, it doesn't affect the multi-monitor capabilities or the ability to switch between monitors. We recommend installing the monitor driver only if you need the "blank remote screen" feature, that is if you provide remote assistance and need to hide your actions from the person sitting at the remote Host machine. Here's a relatable KB article: https://www.remoteutilities.com/support/kb/what-is-a-monitor-driver/

Please try adjusting the FPS manually. To do this, in the main Viewer window right-click on a remote connection and select Properties. Navigate to the Color and CPU section. Move the slider to the FPS mark first and then select a desired number in the drop-down list:

Also, please try referring to this KB article as it might be helpful.

Please let me know if the issue persists.

Hello Bruce,

Thank you for your message.

A direct connection is faster than an Internet-ID connection. We recommend using direct connection when it's possible

I do have a static i.p address in my office

If the remote Host machine has the static external IP address, then you can use the direct connection as well.

Also here's a related KB article that might be helpful: https://www.remoteutilities.com/support/kb/slow-remote-connection-speed-performance/

Hope that helps.

Hello Stephen,

Thank you for the clarification.

Unfortunately, we couldn't reproduce the issue. Could you please send us a short video where the issue can be seen? You can send it to support@remote-utilities.com.

Looking forward to your reply.

Hello Bruce,

Thank you for your message.

The Viewer module works in trial mode for 30 days. In order to use the program beyond the 30-day trial period, you must register the Viewer with a valid license key. To obtain a free license key please refer to this free license key generator. The license key will be sent to your email address.
To register the Viewer with the free license key, please, follow this tutorial. Other program modules such as Host, Agent, and RU Server do not require registration.

Hope that helps.