Pauline's community posts

Hello everyone,

Thank you for your messages.

This is to inform you that we're currently investigating the issue and will do our best to resolve it as quickly as possible. We're very sorry for the caused inconvenience.

I'll keep everyone updated and will let you know as soon as the issue is fixed.

Hello Shane,

I'm glad to hear you've figured out what was causing it and that it works for you now! Thank you for providing your feedback on this as well.

Please feel free to let us know if you have more questions or need our assistance.

Hello,

Thank you for your message.

Unfortunately, the MINI license allowing only up to 30 connections to be added to the address book is a known issue in Viewer for Mac/Linux which will be fixed in the nearest update. We apologize for the inconvenience.

Please let us know if you have more questions.

Hello Rob,

Thank you for the clarification.

Could you please also let us know what version of Remote Utilities do you use and if the custom installation package is signed with our signature (the "online" configuration method) or if it's your own signature? If it's the Windows Defender blocking the installation, then are you able to locate any entries in the Defender's log that mention Host and if there are any false positive detections? Here's how you can locate and check the Windows Defender event log.

Looking forward to your reply.

Hello Rob,

Thank you for your message.

Could you please clarify if you mean running Agent or installing Host? Please note that Agent is a no-install module for spontaneous support, i.e. it does not require installation or administrative privileges and can be run by a regular user.

Looking forward to your reply.

Hello Antonio,

Thank you for your message.

Are Terminal. Execution, Task modes available for Linux too or planned?

Unfortunately, these connection modes are note available in Viewer for Mac/Linux yet. However, we plan to include other connection modes, such as File Transfer and Power Control in our future updates and, hopefully, we will be able to include Terminal, Execution and Task Manager modes as well.

Do you have a tunnelling option (See [censored] )? This is to say, that if on the viewer side, the user uses the localhost:1234, the request is grabbed and sent to the host, wh ere it is replayed.

Unfortunately, while we currently do not provide such functionality, this feature is already added to our roadmap. We will do our best to implement it as soon as possible.

Last but not least: is there a shortcut to have my keyboard ungrabbed by the viewer? In every virtual machine, this is so.

Do you mean a keyboard shortcut that allows to switch to the local machine desktop or cycle through the windows on your Viewer machine instead of the remote PC? If this is the case, then please try using the Q+Alt+TAB shortcut which allows to cycle trough windows on your local Viewer machine. For more information on available keyboard shortcuts please also see this page.

Hope that helps.

Hello,

Thank you for your message.

Unfortunately, it's not possible to re-use previously configured custom installation packages for the MSI Configurator Tool yet.
However, we already plan to implement a feature that would allow saving custom settings to a file and creating a "template" for faster configuration process in our future updates. Unfortunately, there's no specific ETA on this feature yet.

Please let us know if you have more questions.

Hello Tom,

You can try enabling RDP keep alive functionality in the Windows Registry Editor. Here's how you can do it:
1. Run the Registry Editor (regedit.exe) as admin.
2. Navigate to the location HKLM\SYSTEM\CurrentControlSet\Control\Terminal Server.
3. Create or edit the DWORD value of the KeepAliveEnable feature and set it to 1.
4. Make sure to Save the changes and quit the Registry Editor.

In addition, perhaps this Microsoft Docs page might provide some helpful information.

Hope that helps.

Hello Shane,

Thank you for the update.

Of course, please feel free to let us know if adding the exceptions helps to resolve the issue. In addition, you can also submit a false positive report to Sophos in order to resolve the issue on their side as well.

Please let us know if the issue persists or if you have more questions.

Hello Tom,

Thank you for your message.

Unfortunately, this is still a known issue which might be occurring in some circumstances due to some technical specifics of how RDP works together with the Internet-ID tunnel (namely, the keep-alive settings). However, we already have this issue listed on our roadmap and will definitely fix it in one of our future updates. Unfortunately, there's no specific ETA on this yet.

In addition, as a temporary workaround you can try changing the keep-alive settings or use the Full Control connection mode instead of RDP. Since you already use a custom RU Server, it might already improve the connection speed and performance when using the Full Control mode.

Hope that helps.