Pauline's community posts

Hello everyone,

Thank you for your patience.

We wanted to notify our customers that the issue with the Free License Key Generator when the blank files were sent instead of a license key was fixed. If you had encountered the issue before, please try generating a license key once again.

Please let us know if you have other questions.

Hello John,

Thank you for your message.

Could you please clarify if I’m right in assuming that you mean just any notification on the remote Host machine (i.e. notifications that are not related to RU)?

If this is the case, please try enabling the Capture aplha-blending window feature. In order to enable it, please right-click on the remote connection in the address book and select Connection properties.
In the connection properties navigate to the Additional properties section and select the Capture alpha-blending windows checkbox:


Please let me know if the issue persists.

Hello Andrew,

Thank you for your message.

Could you please clarify if I’m right in assuming that you’re trying to establish a connection using the Internet-ID connection method? If this is the case, please try referring to this KB article before we proceed to further troubleshooting and see if any of the solutions that are listed helps to resolve the issue.

Please let me know if the issue persists.

Hello Tim,

Thank you for your message.

Could you please clarify if you mean that the key.txt file you receive is blank? If this is the case, this is already a known issue and we're currently working on a fix.

I'll keep you updated. Sorry for the inconvenience.

Hello Rafael and Tibor,

Thank you for reporting the issue.

Unfortunately, we have temporary issues with the Free License Generator server. We're already working on fixing them.

Sorry for the inconvenience.

Hello Steve,

Thank you for your message.

Unfortunately, we cannot provide any specific ETA yet, but once the Mac version is released, it will be publicly available on the site so anyone can download and use it.

Please let us know if you have other questions.

Hello Paul,

Unfortunately, we still didn't receive any emails from you. Could you please try sending it one more time, maybe using another email?

Looking forward to your reply.

Hello Paul,

Unfortunately, we haven't received any emails from you. Could you please resend it to support@remoteutilities.com once again?

Meanwhile, please try removing the config_4.xml file from the Remote Utilities Files folder as described in previous messages and then registering the Viewer with a new license key. You can issue a new free license key using this Free License Key Generator. Please note, that you need to use an email address you haven't use before.

Looking forward to your reply.

Hello Steve,

Thank you for your patience.

I checked with my coworkers on the issue once again - unfortunately, we do not have any suggestions on what exactly might be causing this issue. Please try referring to the Dell support service as they might be able to shed some light on the issue. Thank you for understanding.

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

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.