Pauline's community posts

Hello,

Thank you for your patience.

I’ve checked with developers regarding the Viewer ID found in the log files: for now it’s a randomly generated ID number assigned to a Viewer each time when Viewer is launched. However, we will definitely improve this in our future updates in order to make the Viewer ID more identifiable for techs or remote users.

Hope that helps.

Hello Yoel,

Of course, thank you for your feedback! We will keep everyone updated and will definitely announce all new features as soon they’re added for Viewer for Mac/Linux.

Please let us know if you have more questions.

Hello Yoel,

Thank you for your message.

Unfortunately, Viewer for Mac/Linux doesn't support the RDP connection mode. However, I'll forward your inquiry to our development department for a review to see if we can somehow implement this feature in our future updates (which, if doable, might take a little longer than other connection methods due to the RDP's nature).

Please let us know if you have other questions.

Hello William,

I'm glad to hear you've already figured our the issue and it works for you now!

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

Hello William and Christopher,

Thank you for your messages.

Could you please let us know if you have any antivirus software installed on the remote Host machines that you can't connect to (even if it's Windows Defender)? If yes, then could you please double-check if your antivirus has detected any Remote Utilities files and/or quarantined them - in this case please add the installation folder to the exception list as described here. You can also submit the file to the antivirus vendor for a review as a part of a false positive report - this will help to make sure that the file is not detected anymore.
In addition, perhaps, this KB troubleshooting page might provide some useful information.

Please let us know if you have more questions.

Hello,

Thank you for your message.

I'm checking with our development department on this and currently waiting for their input on the Viewer ID in order to provide you with the most accurate information. Sorry for the long wait.

I'll get back to you with an update on your inquiry as soon as possible.

Hello Rob,

Do you mean that you want to update existing Hosts remotely and/or change their settings remotely? If this is the case, then you can try using the Remote Install Tool - this tool can help you to install, update or delete Hosts remotely.
If you mean something else, please let us know.

Hope that helps.

Hello Rob,

Thank you for your message.

In order to use the installation package for a hidden Host install you'd need to choose the default Host EXE or the Host MSI package - these both can be used for silent installation via the standard means (e.g. /quite or /qn options). You can also choose the Host EXE package (One-click) - it also installs in the background and only displays a quick prompt in the beginning asking for user consent.
The rest of the configuration process would go as usual, i.e. after choosing your package, you can continue with preferred settings for your Host.
In addition, this guide on the MSI Configurator Tool might be useful - you can also find description for the next steps of the process by switching to the next part of the guide in the left pane.

Please let us know if you have more questions.

Hello Pam,

Thank you for the update on this.

Could you please clarify if there's any antivirus software installed on the remote Host machine?

Looking forward to your reply.

Hello David,

Thank you for your patience.

Here's the input I received from our developers: please make sure that you have previously already authenticated on this specific Host machine from the same Viewer at least once before using the WoL feature.
In case if you've previously already connected to the Host but the WoL feature still doesn't work properly, please do the following:
1. Create a new empty address book for testing purposes and add your Host to this address book.
2. Authenticate your Viewer (log on or connect) on this remote Host as you would normally do.
3. After your Viewer connected to the remote Host at least once, please export this test address book as described here and send the address book file to us to [email protected]. Our developers will examine the address book file to see if they can identify what might be causing the issue.
Last but not least, please also make sure that you're using the latest version of Viewer 7.1.7.0 which is available for download on this page.

Hope that helps.