Pauline's community posts

Hello John,

Thank you for your message.

Could you please double-check if your Viewer of version 6 is registered with your commercial license key? It seems like the issue is actually behavior of a Viewer for version 6 registered with a free license key or running in a trial mode, as these two, unfortunately, will not be able to connect to our servers when using version 6 anymore.
Please double-check if you have the correct license key added to your Viewer on the Help tab -> License Key Storage as described here.

Hope that helps.

Hello Anthony,

Thank you for your message.

I will forward your question to our development department for a review as well to see what would be the best way to implement this option for multi-monitor configurations.

Please let us know if you have other questions.

Hello John,

Thank you for your message.

Have it be *over* other windows, but *under* pop-up notifications? That seems the ideal layer, if possible.

Thank you for your suggestions. I will forward this suggestion to our developers for a review to see if it's possible to implement it.

manually position it fr om the viewer (and maybe host)? Sort of like the notification banner of old.

Unfortunately, it won't be possible to manually reposition the notification banner - only choose the corner of the screen wh ere you prefer the banner to be displayed.

can a user who is local to the remote host (the "remote user," with physical access, keyboard and mouse plugged into the remote host, physically in front of it) click on the notification to dismiss it? It would seem to have served its alert purpose at that point. (Altho, perhaps not its "nag-to-upgrade" purpose which I understand.)

Unfortunately, this will not be possible as well due to security reasons. However, hopefully, it will be possible to hide the notification banner on the Viewer's side - i.e. it will be displayed on the remote Host machine, but you will not see it in your Viewer.

Hope that helps.

Hello,

Thank you for your message.

Could you please clarify if you have already manually upgraded the remote Host to the latest version 7.1.2.0 as well? Please note that unfortunately, you will not be able to connect to a remote Host of version 6 from a Viewer of the latest version registered with a free license key.
In case if your remote Host is not upgraded to the latest version yet, please upgrade it manually by downloading the Host installer from this page. Then run the Host installer on a remote machine and follow the steps provided by the installation wizard. Your Host will be automatically updated and the settings from your previous installation will be carried over automatically.

Hope that helps.

Hello Nijel,

Thank you for your message.

In case if the issue still persists, please feel free to send us the latest Host log file that you can locate in the C:\Program Files (x86)\Remote Utilities - Host\Logs\ folder. You can send it to [email protected] or create a ticket in the Ticket System and submit the log file there.

Looking forward to your reply.

Hello Philip,

Thank you for the clarification.

In this case, could you please provide us the full log files from one of the Host machines that you cannot connect to (the most recent file should be enough)? You can locate the Host logs in the following folder: C:\Program Files (x86)\Remote Utilities - Host\Logs\ and send it to us to [email protected].

Looking forward to your reply.

Hello Jon,

Thank you for your message.

I'm glad to hear it works for you now.

The malware issue is wit the 7.2 hosts and defender on Windows 8.1

Could you please elaborate a bit more on the "malware issue" part? Is there another antivirus software that mistakenly detects our program on your computers?
As for the Windows Defender - unfortunately, we have very little control over the antivirus detections. However, this issue can be easily resolved by submitting the false positive report to Microsoft on this page - they usually quickly review the submission and remove the false positive detection, which clears up the previously detected files in your Windows Defender.

Hope that helps.

Hello Jarrod,

Thank you for your message.

It's possible to import the address book from Windows Viewer to Viewer for Mac/Linux, but, unfortunately, our Viewer app for Android still doesn't support the full-fledged address book and needs more improvements which we definitely plan to implement as soon as we can. Sorry for the inconvenience.

Please let us know if you have more questions.

Hello Jarrod,

Thank you for your message and for your support.

Yes, users with commercial licenses still can connect to their remote Hosts of version 6 since come of our paid users want to continue using their version 6 license. Thank you for your feedback, we appreciate it!

Please feel free to post another message if you have more questions.

Hello Matthew,

Thank you for your message.

No, the notification banner is not displayed for both Host and Viewer when you connect to a remote Host from a Viewer registered with any commercial license.
When connecting to the remote Host please make sure that your Viewer is registered with your license key as described in this guide.

Please let us know if you have more questions.