Pauline's community posts

Hello John,

Thank you for your message.

Could you please clarify if there's any antivirus/firewall software installed on the machine where the issue occurs?

Looking forward to your reply.

Hello,

Thank you for your message.

Please try enabling the Use legacy capture mode in the Settings for Host -> Other tab:

Also, please try referring to this KB article.

In addition, could you please clarify if there's any antivirus software installed on the Host machine?

Looking forward to your reply.

Hello David,

Thank you for the provided details.

Perhaps, the Spy Protector software is exactly what's causing the issue. I also recommend that you add the Host and Viewer installation folders to the Avast Pro exceptions list to avoid future problems.

Please let me know if you have other questions.

Hello David,

Thank you for the provided details.

Could you please also clarify if there's any antivirus/firewall software installed on the machines where the issue occurs? Were the Host machines restarted after the Host installation?
Also, here's a relatable Community thread that might be helpful.

Looking forward to your reply.

Hello Mike,

Thank you for your message.

We plan to implement this feature at some point in the future but, unfortunately, I cannot give you any ETA.

Please let me know if you have more questions.

Hello Doug,

Thank you for your suggestions.

We already have this feature in our wishlist, it will be implemented in one of our future updates. Unfortunately, we cannot provide you any ETA yet.

Let me know if you have other questions.

Hello Sherry,

Thank you for the clarification.

I added the Host to my Viewer just to check if it's online and can connect to our servers - it's shown to be offline all the time. Could you please try uninstalling the Host completely following this complete uninstallation guide? Please note, that the Host's settings will be wiped as well.
Then reboot the Host machine and install the latest Host version from scratch.
Also, please update the Viewer to the most recent version as well. The version mismatch between Viewer and Host may lead to performance issues and some features not working.

Upgrading to the latest version is highly recommended because the issue you are having may have already been fixed in the latest update/patch.

Please let me know if the issue persists after you've updated Remote Utilities to the latest version.

Hello Renato,

Thank you for the clarification.

I forwarded the issue to our developers and asked for their input.

I'll keep you updated.

Hello Aaron,

Thank you for your message.

Could you please send us the log files from the Host and the Viewer? Here's how to locate the log files: Host logs and the Viewer logs.
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.

Hello Sherry,

Thank you for your message.

Could you please clarify what version of Remote Utilities is used? The latest version is 6.10.10.0 as of this writing. Please try updating both Host and Viewer to the latest version and see if the issue persists.
The latest version is available for the download here.

Hope that helps.