Pauline's community posts

Hello Alan,

Please note that this notice in the upgrade form is meant for the commercial licenses, since free license keys cannot be upgraded to the new version 7 format - in case with the free license key you just need to generate a new license key for version 7 using this form.

At the same time, while we've restricted the Internet-ID feature for the free license users, the Direct connection in version 6 still works the same way. Unfortunately, we had to take such strict measures due to security-related improvements that were implemented in version 7 that were necessary in order to prevent the 'out-of-the-box' free-forever version from being abused by malware actors.
Please note that the free license is still free and can be used just like before.

Please let us know if you have more questions.

Hello Alan,

Thank you for your message.

Unfortunately, Internet-ID connection feature for version 6 Remote Utilities was discontinued for free license users. Please try upgrading your Viewer and Hosts to the latest version 7.1.2.0 and see if you're able to connect to them after upgrade.
The latest version 7.1.2.0 is available for download on this page. Please make sure to update both Host and Viewer to the same version in order to avoid the version mismatch that might lead to performance issues or some features not working.
Sorry if this makes our software less useful for you.

Hope that helps.

Hello Douglas,

Thank you for your feedback.

I will forward this feature suggestion to our developers for a review to see if we can add it in our future updates.

Please let us know if you have more questions.

Hello João,

Thank you for your message.

Yes, unfortunately, the temporary license key has already expired since it was only valid until February 14.
Please update your Host manually by downloading the Host installation package of the latest version 7.1.2.0 on this page. Then run the installer on the target remote Host machine that needs to be upgraded and follow the steps provided by the installation wizard - Host will be upgraded automatically and all settings from the previous Host will be carried over to the new installation as well.

Hope that helps.

Hello Douglas,

Thank you for your message.

Could you please elaborate a bit more on this feature suggestion? Do you mean the feature that will prompt the remote user to confirm the banner location after a new location is selected on the Viewer's side?
If you mean something else, please let us know.

Looking forward to your reply.

Hello Jon,

Thank you for your message.

I'm glad to hear it works for you now. However, in this case, please also consider adding the Host installation folder C:\Program Files (x86)\Remote Utilities - Host\ to the Windows Defender exception list as described here and submitting a false positive report to Microsoft here - this way, Microsoft will be able to remove the false positive detection and resolve the issue.

The funky warning in the bottom right corner is a nuisance on our unmanned robots.

Please note that this notification banner is persistent cannot be removed when connecting via Internet-ID connection from Viewers registered with a free license or in trial mode. For more information on the notification banner and how we plan to improve it please see this page.

Hope that helps.

Hello Brian and Julie,

I'm glad to hear you've successfully upgraded your Host installations and it works for you now!

Julie, since you have an antivirus software installed on your Host machine, please add the Host installation folder C:\Program Files (x86)\Remote Utilities - Host\ to the exception list just in case to avoid issues that might be caused by antivirus software activity.

Please let us know if you have other questions.

Hello Todd,

Thank you for your message.

Could you please enabling the Capture alpha-blending windows checkbox in the Connection Properties window  -> Additional Properties tab and see if this helps to resolve the issue?

In addition, please also try enabling the Use legacy capture mode checkbox in the Host Settings -> Other tab and then restarting Host to see if this helps.

Please let us know if the issue persists.

Hello Michael,

Thank you for your message.

Unfortunately, the temporary license key has already expired since it was only valid until February 14. In this case, please update your Host manually by downloading the Host installation package of the latest version 7.1.2.0 on this page. Then run the installer on the target remote Host machine that needs to be upgraded and follow the steps provided by the installation wizard - Host will be upgraded automatically and all settings from the previous Host will be carried over to the new installation as well.

Hope that helps.

Hello Keith,

Thank you for your message.

Please try using this Microsoft Troubleshooter Tool and see if it helps to resolve the issue. This tool helps you to automatically repair issues when you're blocked fr om installing, updating or removing software. Simply download the troubleshooter tool from the link above, run it on the Viewer machine wh ere the issue occurs and follow the steps provided by the wizard.

Hope that helps.