Pauline's community posts

Hello,

Thank you for your message.

I've forwarded the issue to our developers and have asked for their input on this to see if this might be expected behavior or something we can reproduce and fix.

I'll get back to your with an update on this shortly.

Hello Henrik,

Thank you for your patience.

I’ve checked on the issue with our developer and they’ve let me know that it’s not an expected or intentional behavior, so we will be testing this further in order to add a fix in our future updates.

Please let us know if you have more questions.

Hello Henrik,

Thank you for your message.

Yes, the "drag and drop" is definitely considered as copying rather than moving a file. However, I've additionally forwarded your question to our development department and have asked for their input on this.

I'll get back to your with an update on this shortly.

Hello Jay,

Thank you for your message.

Unfortunately, we couldn't reproduce the issue in our environment. Could you please clarify if you have both Viewer and Hosts updated to the most recent version 7.1.7.0? If some of your Hosts are not updated yet, please make sure to update them so that there's no version mismatch which might be resulting in this behavior.
In case if all of the remote Hosts have already been updated, then please let us know at least an approximate number of remote Hosts that you're trying to log off from when the issue occurs.

Looking forward to your reply.

Hello Victor,

Thank you for your message.

Could you please clarify if you've already updated all Remote Utilities modules to the latest version 7.1.7.0 (version 3.3.2.0 for the RU Server)? In addition, please let us know if you have any antivirus/firewall software installed on any side of the connection and if yes, please also let us know the name of the software.

Looking forward to your reply.

Hello,

Thank you for your patience.

I’ve checked with developers regarding the Viewer ID found in the log files: for now it’s a randomly generated ID number assigned to a Viewer each time when Viewer is launched. However, we will definitely improve this in our future updates in order to make the Viewer ID more identifiable for techs or remote users.

Hope that helps.

Hello Yoel,

Of course, thank you for your feedback! We will keep everyone updated and will definitely announce all new features as soon they’re added for Viewer for Mac/Linux.

Please let us know if you have more questions.

Hello Yoel,

Thank you for your message.

Unfortunately, Viewer for Mac/Linux doesn't support the RDP connection mode. However, I'll forward your inquiry to our development department for a review to see if we can somehow implement this feature in our future updates (which, if doable, might take a little longer than other connection methods due to the RDP's nature).

Please let us know if you have other questions.

Hello William,

I'm glad to hear you've already figured our the issue and it works for you now!

Please feel free to post another message if you have more questions or need our assistance.

Hello William and Christopher,

Thank you for your messages.

Could you please let us know if you have any antivirus software installed on the remote Host machines that you can't connect to (even if it's Windows Defender)? If yes, then could you please double-check if your antivirus has detected any Remote Utilities files and/or quarantined them - in this case please add the installation folder to the exception list as described here. You can also submit the file to the antivirus vendor for a review as a part of a false positive report - this will help to make sure that the file is not detected anymore.
In addition, perhaps, this KB troubleshooting page might provide some useful information.

Please let us know if you have more questions.