Pauline's community posts

Hello Jeff and John,

Thank you for your input on the issue.

maybe make this topic in a sticky for future reference..

Yes, I will definitely forward this suggestion to my coworkers for a review to see if maybe we could add it to our Knowledge Base.

Please let us know if you have more questions.

Hello Jeff and John,

Thank you for your messages.

We will contact Malwarebytes and will ask them to remove the false positive detection. However, please note that we also recommend that you contact the Malwarebytes team and report the false positive to them as well, since they're more likely to listen to their customers and, therefore, resolve the issue faster.

Meanwhile, please try adding the DNS name id.remoteutilities.com to the Malwarebytes' Allow list as described on this page.

We will keep you updated on the issue and will let you know if we get a reply from Malwarebytes.

Hello Bill,

Thank you for our message.

Unfortunately, Viewer does not accept a parameter for copying files in the File Transfer connection mode yet. However, we already have this feature in our wishlist and it will definitely be implemented in our future updates. Unfortunately, we cannot provide any specific ETA on it yet. Sorry for the inconvenience.
In addition, please note that you can find the list of all currently available Viewer parameters on this page - we update it on a regular basis, whenever a new parameter is available.

Please let us know if you have more questions.

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.