Pauline's community posts
Beta testing: Remote Utilities for macOS/Linux

Pauline,
Support (Posts: 2912)
Jul 26, 2022 1:41:11 pm EDT
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.
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.
Certain keys (Enter, CTRL, Shift etc) not working on Remote Host

Pauline,
Support (Posts: 2912)
Jul 26, 2022 12:31:50 pm EDT
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.
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.
Disengage the mouse from full control mode

Pauline,
Support (Posts: 2912)
Jul 26, 2022 11:39:42 am EDT
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.
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.
Beta testing: Remote Utilities for macOS/Linux

Pauline,
Support (Posts: 2912)
Jul 21, 2022 2:11:00 pm EDT
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.
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.
PUA:Win32/Puamson.A!ml

Pauline,
Support (Posts: 2912)
Jul 20, 2022 2:21:53 pm EDT
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.
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.
Unable to connect

Pauline,
Support (Posts: 2912)
Jul 20, 2022 2:13:36 pm EDT
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.
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.
Memory Problem with Clipboard

Pauline,
Support (Posts: 2912)
Jul 20, 2022 1:59:53 pm EDT
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.
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.
UNINSTALL HOST

Pauline,
Support (Posts: 2912)
Jul 20, 2022 1:32:09 pm EDT
Hello Sid,
Thank you for your feedback.
Please note that our step-by-step uninstallation guide already provides the exact registry key that needs to be deleted on Step 3:
Thank you for your feedback.
Please note that our step-by-step uninstallation guide already provides the exact registry key that needs to be deleted on Step 3:
Hope that helps.In Windows Search type in "regedit" and press Enter to open the registry editor:
For Host 6.3 or earlier, delete the registry key HKEY_LOCAL_MACHINE\SYSTEM\Remote Utilities\.
For Host 6.5 or later, delete the registry key HKEY_LOCAL_MACHINE\SOFTWARE\Usoris\Remote Utilities Host\.
problem with host file

Pauline,
Support (Posts: 2912)
Jul 20, 2022 10:46:30 am EDT
Hello,
Thank you for your message.
Please try using this Microsoft Troubleshooting Tool that helps to automatically repair issues when you're blocked from installing/uninstalling or updating programs.
You simply need to download the troubleshooting tool, run it and follow the steps provided by the troubleshooter.
Hope that helps.
Thank you for your message.
Please try using this Microsoft Troubleshooting Tool that helps to automatically repair issues when you're blocked from installing/uninstalling or updating programs.
You simply need to download the troubleshooting tool, run it and follow the steps provided by the troubleshooter.
Hope that helps.
Memory Problem with Clipboard

Pauline,
Support (Posts: 2912)
Jul 20, 2022 10:13:31 am EDT
Hello,
Thank you for providing additional information.
I will forward the issue along with the text of the error to our developers and will ask them to look into the issue.
I'll get back to you with an update on this shortly.
Thank you for providing additional information.
I will forward the issue along with the text of the error to our developers and will ask them to look into the issue.
I'll get back to you with an update on this shortly.