Pauline's community posts

Hello Sean,

Thank you.

Could you please send us a screenshot of the Viewer About window? To open the About window, navigate to the tab Help in the main Viewer window. Select About Remote Utilities.


In addition, please copy and send us the text of the error.

Also, could you please describe what steps you perform that lead you to the error? So we could try reproducing it.

Looking forward to your reply.

Hello Sean,

Thank you for clarification.

Please, do the following:
1. Fully exit the Viewer (File -> Exit).
2. Locate the file config_4.xml in the Remote Utilities Viewer %appdata% folder.
3. Remove the config_4.xml file from that folder.
This will reset the Viewer settings/options. Your address books won't be affected by this action.

After performing the above steps, please update Host and Viewer to the latest version. You can download it on this page: https://www.remoteutilities.com/download/
Please note, that version mismatch between Viewer and Host/Agent may lead to performance issues and some features not working. Also, if you use the self-hosted server (RU Server), please update it to the most recent version too.

Let us know if the problem persists.

Hello,

Thank you for your message.

We just released a new version of Remote Utilities where we implemented some fixes to our servers. Please, try updating Host, Viewer and RU Server to the most recent version (2.10.8.0 for Host and Viewer and 2.7.8.0 for RU Server) and see if this resolves the issue. You can download it on this page: https://www.remoteutilities.com/download/

When you update Remote Utilities, please make sure that Viewer and Host/Agent are the same versions. Please note, that version mismatch between Viewer and Host/Agent may lead to performance issues and some features not working.

Hope that helps.

Hello Steven,

Thank you for your message.

We will try to reproduce the issue and will get back to you today.

Could you please also clarify which module of Remote Utilities you updated first?

When you update Remote Utilities, please make sure that Viewer and Host/Agent are the same versions. Please note, that version mismatch between Viewer and Host/Agent may lead to performance issues and some features not working. Also, if you use the self-hosted server (RU Server) update it to the most recent version too.

Looking forward to your reply.

Hello Rambo,

Thank you.

Could you please send us the Host logs for examination? Here is how to locate the Host logs: https://www.remoteutilities.com/support/docs/host-log/
You can send them to support@remote-utilities.com

Looking forward to your reply.

Hello Trent,

Thank you for your message.

Didn't see that mentioned in the release notes.

We mentioned it in the second paragraph of the release notes.

Safe to assume that the new "Keyboard" section under the "Remote Screen" section in the connection properties is a replacement to the old "Use Legacy keyboard input model" that used to be in the "Mode" area?

Yes, we moved the keyboard input mode settings into the Keyboard section. Also, we made the choice more intuitive for users.
Please note, that the Scan code input mode is enabled by default.

Let me know if you have more questions.

Hello Sean,

Thank you for your message.

Could you please elaborate a bit more on the error or point to more detailed information? Also, it would be very helpful if you send us a screenshot of the error.

Looking forward to your reply.

Hello Rambo,

Thank you for your message.

We just released a new version of Remote Utilities where we implemented some fixes to our servers and fixed an issue with RU Server which used to cause client authorization to drop.

Please, try updating Host, Viewer and Server to the most recent version and see if this resolves the issue. You can download it on this page: https://www.remoteutilities.com/download/

Please let me know if the problem persists.

Hello Rob,

Thank you for your message.

We are currently working on Viewer for Mac. Host and Agent will be available some time later after that. Unfortunately, we cannot provide an ETA yet.

Let me know if you have other questions.

Hello,

Thank you for your message.

I can't just point the software to old version and create them, nor can I make some kind of install template that would let me easily generate new versions each release...

A feature that will let our users save the MSI configurator settings is already added to our wish list. We will implement it in our future updates.

In addition, when trying to update hosts the simple update feature simply does not work at all.

This is a known issue and this is not an issue specifically with the simple update. For some reason, Windows Restart Manager (which may act as part of the msi installation procedure) fails to restart Remote Utilities Host service after the update.

We decided to completely re-write the update process to make sure the updater takes complete control over the process instead of delegating it to Microsoft's msiexec and the system. So we implemented this change in the current version (6.10.5.0).  

This fix has one downside though - unfortunately, it will not work retrospectively. The new process will start to apply when updating Hosts version 6.10.5.0 (i.e. the current version) and later.

When using the remote install option and pointing the file to an update MSI, installs to remote (i.e. non LAN) locations always fail saying "unable to complete action" with no other explanation.

Could you please send us the description and screenshots of the update process (i.e. which checkboxes you choose, what connection mode and authorization method are used) using the Remote Install tool to support@remote-utilities.com.

Please let me know if you have more questions.