Pauline's community posts

Hello Renato,

Thank you for your patience.

Could you please clarify if all of your Hosts and the Viewer are located in the same network and subnet as the RU Server? I also forwarded the issue to our developers and asked for their input.

I'll get back to you soon with an answer.

Hello Alan,

Thank you for your message.

This feature is already available. When configuring a One-Click package, you can tick the Ask the user to identify themselves checkbox.

If the checkbox is selected, you will receive an email with the access credentials along with the User identified him-/herself as line:


Hope that helps.

Hello Alan,

Thank you for your message.

I guess that also means ability to have multiple versions running, or making sure that when a new version is installed it keeps the old connection ID and users.

When you install another instance of the Host on the PC with the existing Host installation, the Host's settings are either kept the same or being overwritten, no other Host instance is installed. For example, if you install a vanilla Host on top of an already existing Host installation, the settings remain the same as they were prior to the update. If a custom-built Host installation is installed - the settings are updated according to this table: https://www.remoteutilities.com/support/docs/about-msi-configurator/#Step_4:_Settings_update
However, you might consider using an Agent module as an alternative to the second Host installation. Please note, that the Host and the Agent still can't be running on the same PC simultaneously.

As for the renaming the application - unfortunately, we do not provide or sell white labeling.

Hope that helps.

Hello Alan,

Thank you for your message.

Could you please try updating Remote Utilities to the latest version (6.10.10.0 as of this writing) and see if the issue persists? The latest version is available for the download here.

Also, if you use the Legacy configurator option when configuring the One-click package, please make sure that the output file is also the latest version.

Let me know if the issue persists.

Hello Alan,

Just wanted to add some additional information to my previous message.

Here's the Comment field I mentioned above:

It's available in the Details view mode. You can add the comment in the connection properties, on the Additional properties tab:

The full text of the comment is displayed in the main Viewer window when the mouse cursor hovers over the Comment field.

Hope that helps.

Hello Alan,

Thank you for your suggestions.

We already have these features in our roadmap and we will implement them in our future updates. We plan to add the Computer Name column in the Detailed View and also some tooltip with the information on the remote machine. Unfortunately, we cannot provide any ETA on them yet.

Notes field (in addition to comments, maybe even a couple with)

Could you please clarify if I'm right in assuming that you mean adding a few note fields in addition to the Comment field that is already available? If you mean something else, please elaborate a bit more on the question.

Looking forward to your reply.

Hello Thomas,

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

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

Hello Renato,

Could you please also double check that you've specified the custom server in the connection properties?


Unfortunately, Basic users are not eligible for the remote session. It's stated in our Support Policy, paragraph Support levels.

Let me know if you have more questions,

Hello Farid,

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

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

Hello Marcus,

Thank you for the clarification.

Could you please send us the log files from the Host and the mobile Viewer apps? Here's how to locate the Host log files: https://www.remoteutilities.com/support/docs/host-log/
The mobile Viewer app logs are located in the Settings -> Error Log.
You can send them to support@remoteutilities.com. Please do not publish the logs on the forum, they are considered personal information.

Looking forward to your reply.