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Free licence "not valid"

Conrad, Administrator (Posts: 1806)

Jan 05, 2018 6:00:23 am EST

Hello H.C.,

Please, check that you have the latest version of the Viewer installed. Currently, it's 6.8.0.1. You can download the latest version from here https://www.remoteutilities.com/download/

If updating doesn't help, please let me know because the problem could be elsewhere (e.g. a corrupted Viewer config file).

Thanks.

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Black Screen (RDP via ID)

Conrad, Administrator (Posts: 1806)

Jan 03, 2018 7:02:33 am EST

Hello Alim,

Then this issue requires personalized help, perhaps even a remote session. We need to see what's with your VM that prevents the screen image from being captured. Let me create a support ticket based on this forum thread. I'll contact you through the ticket soon.

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non-LAN time-outs

Conrad, Administrator (Posts: 1806)

Jan 02, 2018 5:00:38 pm EST

Hi Dave,

Thank you for sending the log. Let's communicate via the ticket then.

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Black Screen (RDP via ID)

Conrad, Administrator (Posts: 1806)

Jan 02, 2018 10:22:31 am EST

Hello Alim,

Can you successfully access the remote Hosts using Remote Utilities' own Full Control and View mode?

If so, this is rather an RDP/VMWare problem. Remote Utilities' RDP mode just launches the native Microsoft RDP client for you. If Internet-ID connection is used, then RU simply acts as a tunnel - it doesn't get in the way of how RDP works.

Here is some info from the Internet on the subject:

https://kb.vmware.com/s/article/1023109
https://communities.vmware.com/thread/146669v
https://support.microsoft.com/en-us/help/555840

Generally, you need to look for information on why RDP is showing a black screen when connected to a VM.

Hope that helps.

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Black Screen (RDP via ID)

Conrad, Administrator (Posts: 1806)

Jan 02, 2018 4:20:13 am EST

Hello Alim,

Thank you for your post.

Although it's the native Microsoft RDP that you use, some solutions listed here may still help https://www.remoteutilities.com/support/docs/full-control-and-view-mode-isnt-working-or-unstable/ . Please, check them out and let us know if they worked for you.

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Slow when using ID Connection.

Conrad, Administrator (Posts: 1806)

Jan 01, 2018 6:26:37 am EST

Hello, 무중 신

Thank you for your message.

This troubleshooting article can help https://www.remoteutilities.com/support/docs/slow-remote-connection-speed-performance/  . Note that if you are situated in Eastern Asia our servers may not be fast for you. That's why the best solution would be using either direct connection where possible, or your own RU Server if you need to use the zero-configuration Internet-ID.

Hope that helps.

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non-LAN time-outs

Conrad, Administrator (Posts: 1806)

Dec 29, 2017 6:52:05 pm EST

Hello Dave,

Just wanted to clarify if you use direct connection or Internet-ID connection? You can read their definitions here in the glossary.

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non-LAN time-outs

Conrad, Administrator (Posts: 1806)

Dec 29, 2017 5:54:29 pm EST

Hello Dave,

Thank you for your post.

As of now it looks like Viewer becomes disconnected after being inactive for a certain time.

This is not a program's feature. It looks like a connectivity problem. It would help looking at the Host log - feel free to create a support ticket and submit your Host log/logs for examination. The Host logs are located in C:\Program Files(x86)\Remote Utilities - Host\Logs\

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mac viewer?

Conrad, Administrator (Posts: 1806)

Dec 28, 2017 4:06:14 am EST

We understand everyone's frustration when it comes to features long awaited. However, please keep the conversation civil. We gladly accept any criticism and suggestions, but we will not tolerate posts that are calling other customers to abandon the product just because it doesn't have a specific feature that you need and they might not. We have our Forum Rules, feel free to familiarize yourselves with them.

Marc, I very rarely use my moderator's powers to delete forum posts lest anyone say that we suppress democracy here. Unfortunately, I have to do so about your posts in this thread because they are not only ranting about the feature being delayed, but they are also defaming our company and product as a whole and calling others to stop using the product just because it doesn't have Mac support.  Sorry for that.

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mac viewer?

Conrad, Administrator (Posts: 1806)

Dec 27, 2017 6:28:45 pm EST

Hello Stuart and Alan,

I'm sorry the lack of Mac support is not available yet. Currently we are preparing the 6.9 version for open beta - among other improvements, namely with speed and performance, this version will also get two-factor authentication.

Mac support is the next priority after we release version 6.9. As for ETA, I'm not sure I can give any estimates - far too often they were incorrect in the past due to various reasons.

Happy New Year to everyone!

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