Pauline's community posts

Hello Douglas,

I'm glad to hear you were able to figure out the issue and it works for you now.

I'd like to be able to try the legacy mode on the File Server, but since neither monitor
station can connect to it w/ full control, I can't get there from here.

Please note that it's possible to change the Host Settings remotely, given that you can logon to the remote Host. This can be done using the Remote Settings feature - in this case the remote Host restarts automatically after you're done customizing the settings, so that the changes are applied automatically as well, you only need to wait until it starts back, so that you're able to reconnect to the Host again.

The mouse pointer is a small box.

Please try setting the Local mouse pointer setting in the Connection Properties window -> Cursor tab to either Set remote cursor shape to local cursor or Use standard cursor shape options and see if this helps to resolve the issue.

However, opening File Server actually opens #2 instead, though the IDs are correct in the connection and in thi hosts. Monitor 2 can now see all four of the hosts in question and can open fully #1,2, &3, (issue with #2 offline was an ID error) but connection to File Server never completes.

It seems like there might be an issue with your Viewer installation caused by the address book file and/or the Viewer's configuration file in the Viewer installation folder being somehow damaged or corrupted.
Please try uninstalling this Viewer completely and cleaning up the traces of the installation as described in this complete uninstallation tutorial. After uninstallation is completed please try restarting the Viewer machine and then installing Viewer from scratch to see if the same issues re-occur on the clean installation as well.
In addition, in case if you have any antivirus/firewall or other security software installed on your Viewer machine, please also add the Viewer installation folder C:\Program Files (x86)\Remote Utilities - Viewer\* to the exception list as described here.

Hope that helps.

Hello Riki,

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

Please feel free to post another message if you have more questions or need our assistance.

Hello Riki,

Thank you for the clarification.

I'm sorry, but this is not how the customizable MSI installation file is supposed to be used, and such capabilities are not advertised anywhere on the site or in our sales literature. Please note that we cannot provide assistance on undocumented capabilities like changing or disassembling resource files, re-arranging controls or reverse-engineering of the software. Besides, please note that this might violate our EULA.  

If you want to provide your contact information to your customers, please configure an Agent package instead where you can add any custom text at the Integrate your logo tab.

Please note that our software is provided as is and the only customization options are those available in Options/Settings for the corresponding modules and our MSI Configurator.

Hope that helps.

Hello Eric,

Thank you for your message.

Of course, we send an email newsletter to all our existing users whenever there is a product update or new releases available (please note that we do not send marketing or promotional emails).
In addition, you can also follow our official accounts on Twitter and Facebook where we share important updates, including on our new releases, as well.

Hope that helps.

Hello Kiran,

I'm glad to hear I was able to help!

Please feel free to post another message if you have more questions or need our further assistance.

Hello Riki,

Thank you for your message.

Do you mean that you want to choose a language for your Host when generating the custom Host installer via the MSI Configurator Tool? If this is the case then please note that you can choose the language for your Host installation package when configuring it. This is how you can do it:
1. On Step 4. Host settings configuration choose the Pre-configure option and enable the General and network settings checkbox.
2. Click Finish.
3. The Host configuration window will open. Please navigate to the Language tab and select the preferred language.
4. Customize other settings if necessary, then click "OK" to build the output file and save it.

If you meant something else, please let us know.

Hope that helps.

Hello Finlay,

Thank you for your message.

Could you please clarify if your both Hosts and Viewer are updated to the latest version 7.0.2.0?

In addition, please try enabling the Tabbed view mode in the Viewer Options -> Remote screen tab if you don't use it yet and see if this helps.

Looking forward to your reply.

Hello Kiran,

Thank you for your message.

Could you 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.

Hope that helps.

Hello Olivier,

Thank you for your message.

Even though we only plan to release Host/Agent for Mac/Linux in the nearest future (as it's our biggest priority), we might add additional support for arm based systems some time later. Unfortunately, we cannot provide any specific ETA on this yet. Sorry for the inconvenience.

Please let us know if you have other questions.

Hello Douglas,

Thank you for providing the log files.

I've examined the files and here's what I noticed:
The Host #3 log file contains multiple error entries:
Internet-ID: Unable to connect to ID server. Address: id70.remoteutilities.com; Port: 443; Socket Error # 11001 Host not found.(EIdSocketError)
This error means that this Host cannot connect to our intermediary server, most probably due to the ports being blocked. Please note that in order for the Internet-ID connection to work properly you need to have outbound TCP ports 5655 and 443 (or at least one of them) to be opened. Please double-check if the required ports are opened on remote Host machine and are not used by other software. For more information on ports used by Remote Utilities please see this page.
However, I have also noticed in the same log file that you were able to connect to the same remote Host.

Could you please confirm that all of these Hosts are located in the same network, correct? If this is the case, could you please try connecting to some Host located in another network (another building, ISP provided or even mobile network) from the same Viewer you usually use and see if the same issues occur this time?

"Connecting to File Server. Please wait..." for long periods of time if not infinitely.

As for this issue 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 checkbox please make sure to restart Host in order for the changes to be applied.

Looking forward to your reply.