Pauline's community posts

Hello Peter,

Thank you for the clarification.

Could you please take a look at the Host logs and see if there are any error entries that could point us to what's causing the issue? You can also send us the most recent logs from a few of your Hosts for examination - you can send them to support@remoteutilities.com.
In addition, could you please double-check if the issue persists if you disable the Tabbed mode? Does connection restore after some time when the issue occurs or do you have to close the connection and start it over?

Looking forward to your reply.

Hello Olivier,

Thank you for your message.

It seems like you need to set up the Address book sync feature on your RU Server - this feature will allow you to have an automatically synched address book on both RU Server and Viewer. You can follow this guide to enable and set up the address book sync feature.
In case if the address book feature was already set up earlier, you can add the synchronized address book to your Viewer by following this guide (make sure to select Remote (synchronized) kind when importing a cloud book.

Hope that helps.

Hello Peter,

Thank you for your message.

Could you please clarify how many Hosts you connect to at the same time when the issue occurs? Do you have the connections opened in a tabbed view or each in a separate window? In addition, it would be very helpful if you could record a short video of the issue - you can send it to us to support@remoteutilities.com.

Looking forward to your reply.

Hello David,

Thank you for the clarification.

Could you please try uninstalling your Host completely following this guide and then re-installing it from scratch? Please also make sure to add Host installation folder to any antivirus software exception list (even if you only have Windows Defender on that machine) as described here.
After re-installing Host please try connecting to it once again and see if the issue persists. You can also re-install Host using our default installation file - in this case the First connection warning window is not displayed as well.

Hope that helps.

Hello Markus,

Thank you for your feedback.

Yes, this is actually one of the options we're investigating - to allow the end user to select the corner of the screen to display the banner. Hopefully, we will be able to implement it in one of our upcoming updates.

Let us know if you have more questions.

Hello Douglas,

Thank you for your message.

We're glad to hear that these features have been helpful!

Let us know if you have more questions or need our assistance.

Hello Kevin,

Thank you for your message.

Please note that the Legacy capture mode only changes the mechanism of the screen capture and is not supposed to change the screen resolution. You can try setting your View Mode for this Host to Stretch mode and see if this helps to fix the screen issue. In addition, please also make sure that your graphics card drivers are updated to the latest version as well.

As for the issue discussed in this thread - this issue had occurred in one of the previous updates for version 7 and we have managed to fix it in almost all cases, so now it something that occurs rather rare. Hopefully, we will be able to completely eliminate this issue in our upcoming updates, but the using Legacy capture mode is the current workaround that usually always helps to resolve this issue.

Hope that helps.

Hello Tony,

I'm glad to hear I was able to help!

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

Thank you.

Hello Anthony,

Thank you for the clarification.

The issue can be occurring if some Viewer file were somehow damaged/corrupted. Could you please try fully uninstalling Viewer as described here and then re-install it from scratch? Before uninstalling Viewer please make sure to backup your address book, so that later you can restore it from the backup file. You will also need to register Viewer with your license key once again.
In addition, please make sure that you've added Viewer installation folder to the exception list of any antivirus software that is installed on the machine (even if it's Windows Defender).

Let us know if the issue persists.

Hello Tony,

Thank you for your message.

Unfortunately, this feature is yet to be implemented. However, as a temporary workaround you can try using the Ask User Permission feature instead - this way the one user that has already connected to the remote Host is able to reject all other incoming connections.
Please note that you can enable the feature remotely via Remote Settings.

Please let us know if you have more questions.