Pauline's community posts

Hello Christer,

Thank you for your message.

Please try adding your Host as well as RU Server installation folders to the exception list of any antivirus software you may have installed on your Host and RU Server machines as described this page.
If you’ve already done that, please also try the solutions suggested in this guide.

Let us know if the above doesn’t help and the issue persists.

Hello John,

Thank you for your message.

Deleting the old configuration file has simply reset your Viewer settings, so this is why your new configuration file might be less in size. Please feel free to let us know if the issue persists.

Hope that helps.

Hello,

Thank you for your message.

Could you please clarify if the hotkeys are used in some specific software or are these just Windows hotkeys you’d like to use? Please note that you can fine the full list of hotkeys supported by Remote Utilities on this page.

Looking forward to your reply.

Hello Stephen,

Thank you for your message.

Could you please let us know what authentication method you’re using when connecting to your Host? Do you have multiple authentication methods enabled for this Host?

Looking forward to your reply.

Hello,

Thank you for your message.

If you can't access the machine remotely then the best thing to do is just to update Host manually. You can download the installation file on this page and simply run it on the remote Host machine. If you use the default vanilla installation file, all of your settings will remain the same and only the Host version will be updated.

Let us know if you have more questions.

Hello John,

Thank you for your message.

Please try resetting your Viewer settings following the steps provided in this guide and see if this helps to resolve the issue.

Let us know if this works for you.

Hello Asaf,

Thank you for your message.

Yes, you should be able to connect to Agent for Mac using Viewer for Windows. Just make sure that all of your Remote Utilities modules are updated to the most recent version since an outdated component or a version mismatch (within the same platform) can sometimes affect performance speed or cause other connectivity issues.

Hope that helps.

Hello Julien,

Thank you for your message.

Before we can proceed to further troubleshooting, please try updating your Host to the latest version 7.2.2.0 since the issue is most likely caused by a version mismatch. You can use Simple Update method or use Remote Install Tool. If you're unable to update Host remotely, please try updating it manually by downloading the latest Host installation file here and running it on the remote machine.

Hope that helps.

Hello Mats,

Of course, please feel free to update us whenever you can. Hope this helps to resolve the issue for you.

Let us know if you have any questions.

Hello,

how come it was working with the free and not work with basic . Can you ask from developers,

Of course, I’ve forwarded this issue to our developers to see if they’re able to provide any input on it.

Ok I found the solution of remote desktop shadowing and will need your help in setting this unattended.

In case if you need unattended access, you should use Host instead of Agent since Agent is designed for attended-only access, so in cases when you need a remote machine to be available for connection 24/7, we recommend using Host instead.
Please note that if you want to use method 2, then you should be able to install Host on the remote user’s machine as well (which also allows you to install/update software since Host requires admin privileges for installation).

Let us know if you have more questions.