Pauline's community posts

Host and Agent availability for Linux and Mac

Pauline, Support (Posts: 2779)

Jan 06, 2023 6:39:31 pm EST

Hello,

Thank you for your message.

I've forwarded your question to our development department since I need to check with them if there are any updates on the ETA. I will get back to you with an update on this as soon as I hear back from our developers. Sorry for keeping you waiting.

Let us know if you have more questions.

No sound on Mac OS

Pauline, Support (Posts: 2779)

Dec 30, 2022 10:37:34 am EST

Hello Frank,

Thank you for your message.

Unfortunately, Viewer for Mac/Linux is still in a beta version and doesn't support the sound capture yet, though we will definitely implement it in the subsequent releases. You can check all features currently available for Viewer for Mac/Linux on this page.

Hope that helps.

Control 'dxDockPanelMain' has no parent window. Path: fmMain

Pauline, Support (Posts: 2779)

Dec 29, 2022 10:05:41 am EST

Hello Abhinav,

I'm glad it helped!

You can try restoring your address book from an automatically created backup file as described here if you haven't removed the backup folder previously as a part of uninstallation process.

Let us know if you have more questions.

Control 'dxDockPanelMain' has no parent window. Path: fmMain

Pauline, Support (Posts: 2779)

Dec 28, 2022 6:58:06 pm EST

Hello Abhinav,

Thank you for your message.

Please try the following and see if this helps to resolve the issue:
1. Fully exit the Viewer (File -> Exit).
2. Locate the folder %appdata%\Remote Utilities Files\ and delete the file config_4.xml.
3. Restart Viewer. This will re-create the configuration file and should help with the issue.

Please let us know if the issue persists.

[Resolved] Linux Host ETA

Pauline, Support (Posts: 2779)

Dec 22, 2022 10:09:07 am EST

Hello,

Thank you for your message.

Releasing Host for Mac/Linux is currently among our biggest priorities, but, unfortunately, we can't provide any ETA or schedule for this release for now.

Let us know if you have more questions.

[Resolved] Ctrl-C & Ctrl-V not working

Pauline, Support (Posts: 2779)

Dec 22, 2022 10:08:17 am EST

Hello David,

Thank you for your message.

Could you please clarify if you receive the warning message on your Host or Viewer computer? Do you use Agent or Host?

Looking forward to your reply.

No display from host 7.1.7.0 under windows11 when connected

Pauline, Support (Posts: 2779)

Dec 20, 2022 10:05:28 am EST

Hello Walter,

Thank you for your message.

Could you please try enabling the Use legacy capture mode checkbox in the Host Settings -> Other tab and see if this helps to resolve the issue? Please make sure to restart Host after enabling the feature in order for the changes to be applied.
You can also update the Host Settings and enable the Legacy capture mode feature remotely via the Remote Settings feature. When using this feature, Host is automatically restarted when you submit changes, so please allow a couple of minutes for Host to restart before trying to connect.

Hope that helps.

Losing connection (sort of) after 5 minutes

Pauline, Support (Posts: 2779)

Dec 19, 2022 4:18:35 pm EST

Hello Peter,

It might be that some of the keep-alive settings might be affected by Windows Defender which, in turn, interrupts the connection. Could you please try adding the following Remote Utilities installation folders to the exception lists as described here:
C:\Program Files (x86)\Remote Utilities - Viewer\
C:\Program Files (x86)\Remote Utilities - Host\

After adding the folders to the exception list, please restart Host computer, connect to it once again and see if the issue persists.

Hope that helps.

Direct connection from Viewer on Windows 8.1 to Host on Windows 10

Pauline, Support (Posts: 2779)

Dec 19, 2022 1:28:29 pm EST

Hello Danny,

Thank you for your message.

Could  you please clarify if your Windows 8.1 laptop and Windows 10 PC are both located in the same LAN?  Please note that Direct connection can be used when Host is located in the same network as Viewer or if directly visible for Viewer (for example, with a static IP address). Here's a step-by-step guide that helps to set up Direct connection.
In case if your Host is not directly accessible for this Viewer, you can still establish Direct connection by creating a port forwarding rule on the router.
Alternatively, you can simply use Internet-ID connection.

Looking forward to your reply.

Losing connection (sort of) after 5 minutes

Pauline, Support (Posts: 2779)

Dec 19, 2022 1:12:49 pm EST

Hello Peter,

Thank you for the provided details.

I've examined the log files you sent, but, unfortunately, they don't contain any hints that might help us to identify the issue. Could you please let us know if you have any antivirus software installed on your Host machines?

Looking forward to your reply.
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