Pauline's community posts

Hello Daniel,

Thank you for your message.

Could you please try enabling the Use legacy capture mode option located in the Host Settings -> Other tab and see if this might help to resolve the issue. Please also make sure to restart your Host after enabling the feature.

Let us know if this helps.

Hello Peter,

Thank you for your message.

Could you please clarify if the window size changes each time you connect to different Hosts, or does it change even when you connect to the same Host?
For example, if you connect to Host A and resize the window to your liking, then you close the session and reconnect to that Host same again - does the window keep its size or do you have to resize it again?

In addition, please try enabling the Tabbed view mode in the Viewer Options -> Remote screen tab if you don't use it yet and see if this might help with the issue.

Looking forward to your reply.

Hello Mike,

Thank you for the clarification.

I will have to forward the issue to our development team to see if they’re able to reproduce it in our environment or provide any insight on this.

I’ll get back to you with an update on this shortly.

Hi Finge,

I’m glad to hear we were able to help and it works for you now!

Regarding the Mac version - unfortunately, we cannot provide a specific ETA as of yet, however, we already have beta versions of Viewer and Agent available for testing on our website.

Let us know if you have any other questions.

Hello Finge,

It looks like the issue might’ve been caused by some of the Viewer files being mistakenly removed or corrupted by the antivirus software. Please try locating the config_4.xml file located in the following folder: C:\Users\YOUR_USERNAME\AppData\Roaming\Remote Utilities Files\
After removing the file, please register Viewer with your license key once again and see if this helps to resolve the issue.

Let us know if this works or if the issue persists.

Hello Finge,

Thank you for your message.

Yes, it is possible to share the same address book between two users in Remote Utilities without setting up the RU Server.

Here are a couple of alternative approaches:

1. Manual Export and Import of the Address Book

You can manually share the address book by exporting it from one Viewer and importing it into another. Here's how:

1. Export the Address Book: In the Viewer, go to File > Address Book Manager, select the address book you want to share, and click Export. This will save the address book as a .xml file.
Transfer the exported .xml file to the other computer and add it as a new address book.

Please note that this method is static. Any changes made to the address book will need to be manually re-exported and shared.

2. Using a Shared Network Folder

If both users have access to a shared network folder, you can store the address book there. Just set up a shared folder on your network that both users can access.

Please note that this method allows both users to access the same address book file. However, simultaneous edits can cause conflicts, so it's best to coordinate changes.

Let us know if you have more questions.

Hello Mike,

Thank you for your message.

Could you please clarify if you’re trying to install Viewer on a linux machine, is that correct? If so, could you please also let us know what’s the exact version of your Linux OS running on the machine in question.

Looking forward to your reply.

Hello J.B.,

Thank you for your message.

It seems like the issue might be caused by your antivirus/firewall software mistakenly blocking Remote Utilities. Please try adding RU installation folders to the exception list of any a/v software you may have following this guide and see if this might help to resolve the issue.

Hope that helps.

Hello Patrick,

I’m glad to hear we were able to help and it works for you now!

Please feel free to contact us again if you have any questions.

Hello Patrick,

Thank you for your message.

Could you please try enabling the Use legacy capture mode option in the Host Settings -> Other tab? After enabling the feature make sure restart Host to apply changes. Then try connecting to your remote Host once again and see if it works for you.

Let us know if this helps!