Conrad Sallian's community posts

Hello Mike,

We are exploring the possibilities of hiding the mouse cursor as well. We will let you know if we manage to solve this issue.

Thank you.

Hello Jim,

Thank you for your message.

First, you might be able to eliminate the need to use RU Server. If you're the only user of the Viewer, you can use the Portable Viewer option. All configuration and address book files will reside in the same folder as the main executable, allowing you to run just one instance of the Viewer. You can use it from a USB stick or cloud storage (like Dropbox), in which case all your address books and configuration files will automatically "sync" by virtue of being stored in the same folder.

If you’re using a USB stick, make sure to protect your address book by enabling address book encryption. Also, consider using backups to prevent data loss or corruption.

If the portable option doesn’t work for you, please let us know, and we’ll help you troubleshoot the server issue. Please note that RU Server might be overkill for a single-user configuration, especially if you're only using specific features like address book synchronization.

Hope this helps!

Hello Brad,

Have you tried enabling/disabling hardware acceleration on the XP machine and/or 'accelerate 3D graphics' in your VM settings?

100% that the issue has something to do with graphics [drivers/settings].

Hello Fritz,

We examined the logs and double-checked the servers that are used by your connection. Everything seems to be working without issues, and there were no server downtimes.

The primary reason for any connection issues today is antivirus software (be it on the local machine or on the perimeter). We highly recommend adding Viewer and Host installation folders to the antivirus software exceptions list to avoid these problems.

Another possible issue is that the connection to our intermediary servers is tampered with by the ISP or perimeter firewall (if any), and the packets may be blocked/rejected due to another 'security policy'.

Hope that helps.

Hi Ashley,

Thank you for your message.

You can select the default connection mode for the double-click action by choosing the connection mode in the Viewer toolbar ('ribbon').

For example, if you select 'View Only' in the ribbon, and then double-click on any item ('connection') in your address book, a remote session will start in the View Only mode.  

Hope that helps.

Hello Fritz,

Thank you for your message.

Could you attempt connection and then copy and send us the Viewer log, as well as the Host logs (if you have access to the remote computer). This will help us troubleshoot the problem.

Here is how to find the logs:

Viewer: https://www.remoteutilities.com/support/docs/connection-log/
Host: https://www.remoteutilities.com/support/docs/host-log/

You can send them zipped to our email support@remoteutilities.com to avoid sharing personal data such as IP addresses.

Hi Andonevris,

We've updated the configuration server and fixed the issue. The logo integration should work now.

Sorry again for any inconvenience the bug might have caused. Thanks!

Hello Mike,

Thank you for your message.

Unfortunately, no. The command-line parameters for the Viewer allow launching File Transfer mode for a given remote Host, but they do not support automatically transferring specific files on a schedule or providing an interface/API for other applications to do so.

We apologize for the inconvenience.

Please, send us the logo file that you are trying to use. You can send it to support@remoteutilities.com.

Thanks.

Hello Andonervis,

Thank you for your message.

Please ensure that Viewer operation is explicitly allowed on the machine and by your ISP. The Viewer needs to be able to contact our website to generate a build.

Also, make sure that you use the latest version to date:
https://www.remoteutilities.com/download/