Pauline's community posts

Hello Robert,

Thank you for your message.

Thanks for the provided feedback. We hope to improve the banner soon and make it less intrusive. Meanwhile, you can also use Direct connection which doesn't display the notification banner.

Hope that helps.

Hello Chris,

Thank you for your message.

Could you please clarify the following:
1. Do you select anything for the Domain option in the "Restart Agent as..." window?
2. Does anything happen on the physical remote machine when you restart Agent via the feature? For example, does your colleague see a UAC prompt?
3. Are you able to log in on the remote machine itself using your Windows user credentials that you use for the "Restart Agent as..." window?

Looking forward to your reply.

Hello John,

Thank you for your message.

Yes, the records in the log file are written down in UTC (UCT-5/EST) time. We plan to improve logging mechanism in our future updates and, hopefully, that would include the ability for Host to record the log files in the localized timezone automatically adjusted according to the time set on the Host machine itself. However, we're still investigating on how we could implement this, so, unfortunately, there's no specific ETA on it.

Hope that helps.

Hello Don,

Could you please let us know what email address you've used when purchasing the license key? You can email it to us [email protected] - we will check our database for any license keys that are associated with your account. If you're not sure what email address you might've used, you can let us know your other emails you might've used.

Looking forward to your reply.

Hello Don,

Thank you for your message.

Please note that in case if you're using Viewer in 30-day trial mode or registered with a Free license (which allows 10 connections), the banner is always displayed (except for when you use Direct connection). Only a commercial license disables the banner for Internet-ID connection.
In case if you mean that you're using a commercial license (Starter, Mini, Pro or Endpoint), but still can see the banner when connecting to a Host, please let us know.

Hope that helps.

Hello Karl,

Thank you for your message.

Please note that we've responded to the ticket you've created. However, I will additionally duplicate the information here, so that the other users in the thread could also see it.

Unfortunately, Ask user permission feature is only available as a global setting for now, i.e. once enabled, it will be active for all connection modes.

However, you can enable it individually for some certain users as a part of the Remote Utilities Security authentication method (and each user can have individual permissions for connection modes) - please note that individual per-user settings that override the global settings.
Therefore, as a temporary workaround, you can set up some users with the "Ask user permission" feature disabled for them and other users who will have to use it when connecting to a remote Host.

In addition, please note that you can always find more details on what's included in the latest releases on our Release Notes page.

Please let us know if you have more questions.

Hello Robert,

Thank you for your message.

This is a false positive detect - unfortunately, new detections are usually expected when there is a new version out and it might take some time before a/v software learns to recognize new files as harmless. Unfortunately, we don't have much control over this process other than regularly submitting f/p reports.

Please try submitting a False Positive report to Microsoft following the steps provided on this page - this should help to resolve the issue and remove the detection pretty quickly.
Meanwhile, as a temporary workaround also please try restoring the quarantined files as described in this guide. After restoring the files please make sure to add the detected files or directory where you plan to keep them to the Windows Defender exception list as described here.
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Please let us know if you have more questions.

Hello,

Thank you for your message.

I’ll forward your suggestion to our developers to see if we can add Remote Utilities to these websites.

Please let us know if you have more questions.

Hello,

Thank you for your message.

Please note that overall connection speed and performance is only as good as the slowest network segment between Viewer and Host. In case if you’re experiencing performance issues please try the solutions listed on this KB page and see if any of them help to improve the connection performance. Last but not least, please also try switching to Direct connection if possible, since it’s always faster than the Internet-ID connection.

Hope that helps.

Hello Mark,

Thank you for your message.

Unfortunately, monitor mapping and multiple connection tabs features are not supported in the mobile Viewer app yet. Hopefully, we will be able to add these features in our future updates for the mobile Viewer. Sorry for the inconvenience.

Let us know if you have other questions.