Pauline's community posts

Hello James,

Thank you for your message.

[edited] You can use this Upgrade Your License form to calculate the exact upgrade cost and you can proceed to purchasing the upgrade right there.

In addition, you can also use this License Assistant form that can help you to choose the best license for your scenario by answering just two questions.
Finally, in case if you have more questions on upgrading your license you can always submit a Request for Quote using this form - just select the I'm upgrading my license option and fill in the applicable information.
Last but not least, you can also contact our Sales department using this form as well.

Hope that helps.

Hello Michael,

We're glad we were able to help and it works fo you now!

Please feel free to post another message if you have more questions or need our assistance. We're always happy to help!

Hello James,

I'm glad to hear it works for you!

Please feel free to let us know if you have more questions or need our assistance. We're always happy to help!

Hello James and Nijel,

We're glad to hear it works for you now! Please feel free to let us know if you have any questions or feedback.

Thank you.

Hello Dave,

Thank you for your message.

Could you please try updating both Host and Viewer to the most recent version 7.1.5.0 and see if this helps to fix the issue? You can update your Host and Viewer using the Simple Update feature. In addition, please make sure that your Host and Viewer are both updated to the same version and there's no version mismatch because it might lead to some features not working or other performance issues.

Hope that helps.

Hello James,

Thank you for your message.

You can try using the following hotkeys combinations:
Alt+TAB - this hotkey combination allows you to cycle through the windows on your remote Host machine, i.e. within your remote session window.
Q+Alt+TAB - this hotkey combination allows you to cycle through the windows on your local machine, i.e. you should be able to switch between your Full Control window and other windows on your remote machine and reference information between your remote and local machines.
In addition, please try using the Ctrl+F4 hotkeys when you need to close the remote session window.
For full list of available hotkeys please see this page.

Hope that helps.

Hello Todd,

Thank you for your message.

Unfortunately, we can't provide an approximate ETA on the File Transfer mode for Viewer for Mac/Linux yet. However, it will be definitely implemented either in the subsequent beta releases or in the final stable version release. Sorry for keeping you waiting.

Please let us know if you have more questions.

Hello Norton,

Thank you for your message.

We will submit a false positive report to Microsoft with regards to this issue. Please note, that new false positive detections are usually expected when there is a new version out. It takes a few days or even couple of weeks before a/v software learns to recognize new files as harmless. Unfortunately, we don't have much control over this process.

Meanwhile you can add the Host installation folder C:\Program Files (x86)\Remote Utilities - Host\ to the Windows Defender exception list as described here.
In addition, you can also submit a false positive report to Microsoft here as it usually helps to speed up the process of removing false positive detections.

Please let us know if you have more questions.

Hello Angela,

Thank you for your message.

Please make sure that you've updated the Host's Internet-ID code and the password in the Connection Properties window on the Viewer's side or try adding the same Host as a new connection to your address book.
In addition, please try the solutions listed in this Internet-ID troubleshooting guide and see if any of them help to resolve the issue.

Please let us know if the solutions from the guide above didn't help and the issue persists.

Hello,

Thank you for your patience.

I've checked with our developers on the issue and they've managed to identify what was causing it. We will implement a fix for the issue in one of our next updates.

Please let us know if you have more questions.