Pauline's community posts

Hello,

Thank you for your feedback.

We do have plans to improve the logging mechanism in our future updates, but, unfortunately, there’s no specific ETA on updating the logs for now. Sorry for the inconvenience.

Let us know if you have other questions.

Hello Michael,

Thank you for your message.

For now you can only tap with one finger for the left mouse button when using mobile Viewer app. However, we do have plans to improve and revamp the mobile Viewer in our future updates, so hopefully we will be able to improve the control gestures as well.

Hope that helps.

Hello,

Thank you for your message.

Please note that when using Internet-ID connection, the overall connection speed and performance are only as good as the slowest network segment between Viewer and Host.
Here's a guide on how you can check the internet connection speed via command line.
In addition, please try solutions listed on this KB page and see if any of them help to improve the connection speed/performance.

Hope that helps.

Hello Chris,

Thank you for your message.

We will test this our in our environment to see if we're able to reproduce the issue and implement a fix for it. Sorry for the inconvenience.

I'll keep you updated on the issue.

Hello Brad,

Thank you for the update.

Can you still find the event 11, capi2 error entries in the event logs? If yes, then can you please copy the full text of the entry (you can also export it or make a screenshot) and email it to us support@remoteutilities.com? This way we'll be able to forward it to our developers so they could look further into the issue.

Looking forward to your reply.

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 support@remoteutilities.com - 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.