Pauline's community posts

Hello Douglas,

Thank you for your message.

Could you please provide us the Host log files from all four remote Host machines (or at least from the "file server" and one of the other remote Hosts) for examination? You can locate the Host log files in the following folder:
C:\Program Files (x86)\Remote Utilities - Host\Logs\.
Please do not post the log files on the forum as they might contain personal information. Instead, please send the log files to support@remoteutilities.com.

In addition, here's a related KB page that might also provide some helpful information.

Looking forward to your reply.

Hello Bill,

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

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

Hello Bill,

Thank you for providing the screenshots.

Yes, this is a known issue which was mostly fixed in the most recent updates and only occurs rarely. Enabling the Use legacy capture mode feature as described above usually helps to resolve this specific issue as well. Please try enabling it and see if this helps.

Please let us know if the issue persists.

Hello Bill,

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. This should fix the issue with the black screen for headless Host machines/machines with their monitor off.

Hope that helps.

Hello Bill,

Thank you for the detailed feedback.

I will add the details you've provided to the feature request for our developers.

Please let us know if you have more questions or need our assistance.

Hello Jamie,

Thank you for your message.

Please note that the IP-filter feature can restrict or allow access to Host based on a specific IP address or an IP address range only. You can use your Viewer's machine public IP address, however, please note that the best practice in such scenarios is to use a static IP address, otherwise your Host might be rendered inaccessible.

Alternatively, you can set up the Remote Utilities Security as your authentication method (you can even leave it as the only authentication method) - this way you will be able to create one or multiple users and set specific access permissions for each of them. Here's a step-by-step guide on how to set up the RU Security on your Host and add/edit or remove users.

Hope that helps.

Hello Bill,

Thank you for your message.

Unfortunately, the File Transfer connection mode does not support copying files to multiple remote machines yet. However, you can open multiple remote machines as tabs in the same window and simply drag and drop the files this way. Sorry if this makes our software less useful for you.
In addition, I will forward this feature request to our development department for a review to see if we can implement it in our future updates.

Please let us know if you have other questions.

Hello Ashish,

Thank you for your message.

Of course, you can backup your address book manually as described in this tutorial or simply copy the existing backup files from the following folder: C:\Users\user_name\AppData\Roaming\Remote Utilities Files\backups\. Please note that automatic daily backups are enabled by default and include your General address books and any custom address books.

After you've reinstalled your Windows OS and Viewer, you can restore your address book from the pre-saved backup file following this tutorial.

Hope that helps.

Hello Troy,

Thank you for your message.

Yes, you can connect to a remote Host machine via the Voice and Video chat connection mode - this way you can connect to a remote machine using the Voice Call feature which starts the voice-only chat (i.e. you can hear the remote machine's microphone input).

Hope that helps.

Hello Victor,

Thank you for your message.

It looks like we were able to reproduce the scrolling issue - I will forward it to our development department for a review to see if we can implement a fix for it in our nearest updates. Sorry for the inconvenience.

Please let us know if you have more questions.