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Slow when using ID Connection.

Conrad, Administrator (Posts: 1861)

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: 1861)

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: 1861)

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: 1861)

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: 1861)

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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How do you add new entries to the iOS app?

Conrad, Administrator (Posts: 1861)

Dec 20, 2017 2:46:56 pm EST

Hello John,

Sorry for somewhat primitive interface in the mobile version. We are going to significantly improve it quite soon, namely add a full-fledged address book which can be synced with the desktop Viewer.

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Remote computer going online / offline constantly.

Conrad, Administrator (Posts: 1861)

Dec 20, 2017 2:44:27 pm EST

Hello Alan,

Thank you for your message.

Please, make sure that you updated Remote Utilities (both Viewer and Host) to the most recent version which is 6.8.0.1 as of this writing. Then, just in case, re-issue the Internet-ID - on the host side right-click on the Host icon, select "Internet-ID connection settings", click Advanced and select Get new ID. When the ID is generated update the corresponding connection record in the Viewer address book.

If that doesn't help please, create a ticket and send us the Host logs for examination.

Thank you.

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'Remove wallpaper' doesn't work after Windows Login

Conrad, Administrator (Posts: 1861)

Dec 13, 2017 12:25:52 pm EST

Hello,

Thanks. I tend to agree with you but it would be nice to have it confirmed.

Just confirmed with the developers that the wallpaper, when on, doesn't affect the performance if you maximize the application you are working in.

Thanks.

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'Remove wallpaper' doesn't work after Windows Login

Conrad, Administrator (Posts: 1861)

Dec 12, 2017 1:36:23 pm EST

Hello,

Thank you for the details.

My viewer is Win7 Pro 32-bit and my host is Win10 Home 64-bit.

Here is something I've discovered: after Windows has logged in if I toggle the toolbar's padlock setting (Lock input and screen) on and off, it then removes the wallpaper.

I've found there is one scenario where it removes the wallpaper after a Windows login: immediately after a start up. With every other scenario I've tested – e.g. resuming from lock/sleep/hibernation – it doesn't remove it.

Ok, we will test again this time using your configuration.

I've also found that screen blanking doesn't seem to be working either. As soon as the I move the mouse on the viewing machine the screen displays again on the host. Could this be part of the same problem?

Screen blanking requires the monitor driver to be installed. If you didn't install it during Host installation (the "Install monitor driver" checkbox is enabled by default), or just not sure , you can check this in the Host settings. Right-click the Host icon, select Settings for Host, then Options and Driver tab. Verify that the Monitor driver is installed (the Uninstall button should be active).

I'm curious though: if an application window is maximized, does the wallpaper's visibility still affect performance?

I'm not sure it will affect performance but I will ask our developers anyway.

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Trojan.Gamaredon Activity 2

Conrad, Administrator (Posts: 1861)

Dec 07, 2017 11:44:18 am EST

Hello Dan,

I'm also seeing an error message that reads "Cannot send e-mail message.

This is expected in this case because Norton blocks the URL that points to the mailsend php script on our website. The Agent/Host cannot get a response from the site and notifies the user (you) that it cannot send an email.

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