Pauline's community posts

Lost connection through proxy settings

Pauline, Support (Posts: 2777)

Jan 25, 2022 3:49:33 pm EST

Hello Graham,

Thank you for your message.

Could you please double-check if the Proxy settings on both sides of the connection are matching and set up correctly as described here? In addition, could you please clarify if both Host and Viewer are updated to the latest version 7.1.2.0 and if you have any other Host machines located in the same network that you cannot connect to as well?

Looking forward to your reply.

Message on the remote screen

Pauline, Support (Posts: 2777)

Jan 24, 2022 4:27:44 pm EST

Hello Christopher,

Could this be a bug in that the message should only display when a remote connection is made? Are there some log files or something like that I can share with you?

Could you please send us the most recent Host log file and the screenshot of the connection warning being displayed when there's no remote session running? In addition, please let us know what are the OSs running on both sides of the connection. You can send all the information to [email protected] - we will try to reproduce the issue to see if we can implement a fix for it.

Looking forward to your reply.

Wake On LAN

Pauline, Support (Posts: 2777)

Jan 24, 2022 4:10:52 pm EST

Hello Patrick,

In this case, could you please provide us the Host log file for examination? You can send it to [email protected].
In addition, please let us know what OS is running on both sides of the connection.

Looking forward to your reply.

Synchronised Address Book not saving settings

Pauline, Support (Posts: 2777)

Jan 24, 2022 1:22:05 pm EST

Hello Nijel,

Thank you for the kind words and I'm glad to hear you've found a temporary workaround for the issue.

We'll let you know as soon as the update for Viewer for Linux with the implemented fix is available.

Wake On LAN

Pauline, Support (Posts: 2777)

Jan 24, 2022 12:58:25 pm EST

Hello Patrick,

Could you please try updating your Host to the latest version 7.1.2.0 as well and see if the issue persists? The latest version is available for download on this page or via the self-update feature. Updating Host to the latest version might help since version mismatch sometimes might lead to performance issues or some features not working.

Please let us know if the issue persists.

Wake On LAN

Pauline, Support (Posts: 2777)

Jan 24, 2022 11:59:57 am EST

Hello Patrick,

Thank you for the clarification.

Could you please let us know what version of Remote Utilities is used on both sides of the connection?
In addition, please see this forum thread where one of our users has provided an extensive guide on how to remotely start a Host machine from a full shutdown via the WoL feature by sending magic packets.

Looking forward to your reply.

Cannot connect to host if the monitor is turned off

Pauline, Support (Posts: 2777)

Jan 24, 2022 8:24:08 am EST

Hello David,

Thank you for your message.

Please try updating your Remote Utilities to the latest version 7.1.2.0 which is available for download on this page or via the Self-update feature. When updating please make sure that your Viewer and Host are updated to the same version as the version mismatch might lead to performance issues or some features not working.

In addition, please try enabling the Use legacy capture mode feature in the Host Settings -> Other tab and see if this helps to resolve the issue. After enabling the feature please make sure to restart Host in order for the changes to be applied.

Hope that helps.

Synchronised Address Book not saving settings

Pauline, Support (Posts: 2777)

Jan 24, 2022 8:20:02 am EST

Hello Nijel,

Thank you for your patience.

I've checked on the issue with our developers and this is a known issue that will be fixed in the next update for Viewer for Mac/Linux systems. Sorry for the inconvenience.

Please let us know if you have more questions.

Remove the notice near the system tray

Pauline, Support (Posts: 2777)

Jan 21, 2022 11:35:02 am EST

Hello snk-nick,

Thank you for your message.

Not to keep an old topic going but was this ever implemented?

Unfortunately, this feature hasn't been implemented yet. However, we do have it in our roadmap and it will be implemented in our future updates. Sorry for the inconvenience.

Please let us know if you have other questions.

Remove the notice near the system tray

Pauline, Support (Posts: 2777)

Jan 20, 2022 4:26:33 pm EST

Hello Douglas,

Thank you for your input and feedback.

However, please note that it's possible to point Host to a self-hosted RU Server when using a pre-configured custom installation package built via the MSI Configurator Tool.
Sorry if this makes our software less useful for you.

Please let us know if you have other questions.
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