Pauline's community posts

Hello Bujang,

Thank you for your message.

Using the Stretch mode already fits your remote screen to the local monitor (i.e. it shrinks or stretches the remote monitor). In order to get rid of the borders you can try resizing your Full Control connection window to better fit the remote screen resolution or you can also try using the Fullscreen stretch mode instead and see if it works for you.

Hope that helps.

Hello,

Thank you for your message.

Please try using this Microsoft troubleshooting tool that can help to automatically repair issues when you're blocked from installing/removing/updating programs.
Simply download the troubleshooting tool, run it and follow the provided steps.

In addition, if the above doesn't help, please try resetting the Viewer's settings:
1. Fully exit the Viewer (File→Exit).
2. Go to the C:\Users\[Your_username]\AppData\Roaming\Remote Utilities Files\ folder. Note that the AppData folder may be hidden by default in which case you'll need to turn on Hidden files and folders in Windows Explorer settings.
3. Locate the file config_4.xml and delete it.
4. Run Viewer and register it with your license key once again.
5. Try using the MSI Configuration tool and see if it works for you this time.

Hope that helps.

Hello Brad,

I'm glad we were able to help!

Feel free to post another message if you have more questions or need our assistance.

Thank you.

Hello Brad,

Thank you for your message.

Please try enabling the Use legacy capture mode feature in the Host Settings -> Other tab and see if this helps to resolve the issue. After enabling the feature please make sure to restart your Hosts for the changes to be applied.

Hope that helps.

Hello Shawn,

Thank you for your message.

Please try using this Microsoft troubleshooting tool that helps to automatically fix issues when you're blocked from updating/removing software. Simply download the troubleshooter, run it and follow the steps provided by the wizard. After using the tool you should be able to update your current installation.

Hope that helps.

Hello John,

Thank you for the details.

I’ll forward this issue to our developers to see if they’re able to provide any input on it and we’re able to reproduce the issue in our environment.

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

Hello,

Thank you for the provided files.

I’ll forward the issue to our development department to see if they’re able to provide any input.

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

Hello John,

Thank you for the clarification.

Could you please answer a couple more questions:
1. Does the same apply to both “admin”/“Johns” accounts when using Full Control connection mode as well?
2. Does this occur for only one specific folder or were you able to reproduce it for multiple directories in the Registry Editor?

Looking forward to your reply.

Hello John,

Thank you for your message.

Could you please clarify if you’re running Viewer as administrator? Are you able to see this folder if you open the Registry Editor directly on the Host machine (either physically or via Full Control connection mode)?

Looking forward to your reply.

Hello,

Thank you for the clarification.

In this case, can you please export the Windows System Events logs following this guide. Please make sure that the logs include the time period of when you’ve experienced RU Server crashing. You can send the log file to support@remoteutilities.com.

Looking forward to your reply.