Pauline's community posts

[Resolved] Direct Connection

Pauline, Support (Posts: 2779)

Feb 17, 2023 11:12:33 am EST

Hello Amjad,

Thank you for your message.

There might be a few factors that might cause this type of issue, the most common of them is antivirus software mistakenly blocking Remote Utilities. Before we can proceed with further troubleshooting, please check if any of the solution listed here might help to resolve the issue. In addition, please also make sure to add Remote Utilities in your a/v software exceptions list as described here.

Let us know if the steps above don't help and the issue persists.

[Resolved] Question about MSI installer\address book sync

Pauline, Support (Posts: 2779)

Feb 16, 2023 7:18:58 pm EST

Hello Rodrigo,

This is definitely something that could not happen, if that was the case we would at least had the other user reporting a similar issue at the same time. Please note that we'd already responded to your duplicated tickets and suggested some options for troubleshooting - for example, Legacy configurator creates an installation file with no access to the Internet.

Hope that helps.

[Resolved] Fixed: Windows 10 and Sound Capture Issues

Pauline, Support (Posts: 2779)

Feb 15, 2023 3:29:16 pm EST

Hello Keith,

Thank you for your message and for sharing your input.

Hopefully, this will be useful for other users if they happen to encounter similar issues.

Please feel free to post another message if you have questions or need our assistance.

[Resolved] .dwg files not transferring correctly

Pauline, Support (Posts: 2779)

Feb 14, 2023 5:09:22 pm EST

Hello,

Thank you for your message.

Could you please send us an example of any .dwg file, so that we could try to reproduce the issue? You can create an empty file (or at least one without any personal information) and send it to us to [email protected]. Then I’ll be able to forward it to our developers for a test.

Looking forward to your reply.

[Resolved] attempt to connect to host disconnects internet

Pauline, Support (Posts: 2779)

Feb 13, 2023 10:36:25 am EST

Hello John,

Thank you for your message.

There was a minor issue with one of our servers which was quickly fixed, so all our servers are already up and running. I'm glad to hear that the connection works for you! Sorry for the inconvenience.

Let us know if you have other questions.

[Resolved] Host shows online but goes offline when clicked

Pauline, Support (Posts: 2779)

Feb 13, 2023 10:35:50 am EST

Hello Jason,

Thank you for your message.

Yes, unfortunately, the temporary license key we've provided for the updates has already expired since it was only valid until February 14, 2022.
Please update your Host manually by downloading the Host installation file of the latest version 7.1.7.0 on this page. Then run the installer on the target Host machine and follow the steps provided by the installation wizard.

Hope that helps.

[Resolved] Windows 10 7.1.7.0 not able to connect to hosts with viewer

Pauline, Support (Posts: 2779)

Feb 13, 2023 10:24:26 am EST

Hello everyone,

Thank you for your message.

Unfortunately, there was a minor issue with one of our servers. However, that was already fixed and all our servers are up and running again. Sorry for the inconvenience. Could you please check if you're able to connect to your Hosts?

Let us know if the issue still persists.

[Resolved] Android app not connecting

Pauline, Support (Posts: 2779)

Feb 13, 2023 10:22:26 am EST

Hello,

Thank you for your message.

Unfortunately, there was a minor issue with one of our servers. However, that was already fixed and all our servers are up and running. Could you please check if you're able to connect?

Let us know if the issue still persists.

[Resolved] problem with the host package

Pauline, Support (Posts: 2779)

Feb 10, 2023 4:08:06 pm EST

Hello Fausto,

Thank you for your message.

Are you trying to run Agent when this message appears? If this is the case, then please note that you need to stop Host (right-click the Host icon in the system tray and select “Stop Host”) before running Agent. Host and Agent are meant for different kind of access, so they can’t run on one computer simultaneously.

If you mean something else, please let us know.

[Resolved] .dwg files not transferring correctly

Pauline, Support (Posts: 2779)

Feb 10, 2023 2:34:40 pm EST

Hello,

Could you please let us know if you have any antivirus software installed on the machine where the issue occurs (might be either Host, Viewer or both)? If this is the case, then the issue might be caused by some a/v software activity. Could you please try adding Remote Utilities installation folders to the exception lists as described here and see if this helps to resolve the issue?
Re-installing software might also help, here's a link to the full uninstallation guide just in case you might need it.

Let us know if this helps.
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