Pauline's community posts

Hello cosmos,

Thank you for your message.

Our developers are currently looking into the information and log files that Rob had provided regarding the issue. However, please note that similar issue had occurred in the previous version of RU Server (3.1) for some users - this issue was already fixed in the most recent update for RU Server (version 3.2.0.0) which resolved the issue for everyone who has reported it to us before the update was released. Perhaps, in this specific case the issue might be caused by something else.

Meanwhile, you can try updating your current RU Server installation to the most recent version 3.2 - the issue should not occur after the update since it was already fixed in the latest update, but even if it does - we will make sure to assist you in resolving it as fast as possible and you can always temporarily downgrade your RU Server back to the previous version without losing any connections/settings.

The latest version of RU Server 3.2 is available for download on this page.

Hope that helps.

Hello,

Thank you for your message.

In order to update your RU Server installation simply download the installer for the latest version of the RU Server on our download page here. Then just run the installer on the Server machine - the current RU Server installation will be updated automatically and your address books/other settings will be carried over to the new installation automatically.
In addition, here's a quick guide on updating RU Server just in case it might be helpful.

Hope that helps.

Hello Reginald,

Thank you for your message.

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.
Please note that you can enable the Use legacy capture mode feature remotely via the Remote Settings feature - in this case Host will be restarted automatically after the changes are submitted.

Hope that helps.

Hello Peter,

Thank you for your feedback.

Unfortunately, we cannot make the warning message moveable due to security reasons. However, we'll discuss if we can make it more transparent. Please note that we've already removed the warning message for the Direct connection in the latest updates.

Hope that helps.

Hello Piotr,

Thank you for your message.

I've checked with our developers and we will definitely release a RU Server for Linux without GUI in our future updates for Remote Utilities. Unfortunately, we cannot provide any specific ETA on this yet.

Please let us know if you have other questions.

Hello Neal,

Thank you for your message.

Please, try the following:
1. Fully exit the Viewer File -> Exit.
2. Locate the file config_4.xml in the C:\Users\[Your_username]\AppData\Roaming\Remote Utilities Files\ folder.
Please note that the AppData folder might be hidden by default in which case you need to enable "Hidden files and folders" in Windows Explorer settings.
3. Remove the config_4.xml file from that folder.
This will reset your Viewer settings. Your address books won't be affected by this action.
4. Run Viewer and try registering it with your license key again.

As for the missing address book - please try restoring it from an automatically created backup file as described here.

Hope that helps.

Hello Trent,

I'm glad to hear we were able to help!

Please feel free to let us know if you have more questions or need our further assistance.

Hello Rob,

Thank you for the clarification.

I will forward this feature request to our development department for a review, to see if we can add the dark mode feature in our future updates.

Please let us know if you have more questions.

Hello Jason,

Thank you for the clarification.

I'm in need of reviewing four log files to see what type of connectivity is happening.

You can find this information in the Host logs, they're located in the following folder:
C:\Program Files (x86)\Remote Utilities - Host\Logs\
The Host logs store information on when a certain Host was accessed and in what specific connection mode as well as if it was Direct or Internet-ID connection.

I'm looking to verify connectivity, see if any data traversed the connection, etc.

In order to verify connectivity please simply try using the Full Control mode. Please note that all data that Remote Utilities sends over the network is encrypted. The data encryption is always on and cannot be disabled regardless of connection type and user license.

Hope that helps.

Hello Trent,

Thank you for the provided details.

Please note that we've already responded to your email in order to avoid duplication.

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