Pauline's community posts

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.

Hello Neel,

Thank you for your message.

Please note that your license key is not restricted to a specific workstation even if it's a 1-tech license key. For example, you can register two Viewers on different machines if you plan to use them one at a time, so yes you can use the same license key to register Viewers on Windows and Mac as long as these Viewers are not used simultaneously. For more information please see this page.
Here's also a guide on registering Remote Utilities just in case if it might be useful.

Please let us know if you have more questions.

Hello Zac,

Thank you for your message.

Unfortunately, we're not sure if we have any plans on adding the Chromebook support in the nearest future.  However, I'll forward your request to our development department for a review to see if it's possible to add it to our wishlist.

Meanwhile, some of the Chrome OS devices already support Android apps, so it's possible to use Viewer for Android. For more information on how to install Android apps on your Chromebook device please see this page.

Hope that helps.

Hello Larry,

I'm glad to hear I was able to help and it works for you now!

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

Hello Larry,

Thank you for your message.

These issues with your Viewers might be occurring due to the Viewer's configuration file being somehow damaged/corrupted (for example, by some antivirus/firewall software activity).

Please, try the following:
1. Fully exit the Viewer File -> Exit.
2. Locate the file config_4.xml in the C:\Users\[Your_username]\AppData\Roaming\Remote Utilities Files\ folder.
Please note that the AppData folder might be hidden by default in which case you need to enable "Hidden files and folders" in Windows Explorer settings.
3. Remove the config_4.xml file from that folder.
This will reset the Viewer settings, i.e. your address books won't be affected by this action but you will need to register Viewer with your license key once again following this guide.

However, since you have mentioned that your address book connections are also missing on one of your Viewers, please try restoring the address book from an automatically created backup file by following this guide.
Please note that the automatic daily backups for address books are enabled by default and include the general (default) address book as well as any custom address book that was added to the Viewer. All backups are stored in the following location: C:\Users\user_name\AppData\Roaming\Remote Utilities Files\backups\.

In case if resetting the Viewer's configuration file does not help to resolve the issue, please also try fully uninstalling Viewer as described in this tutorial. After uninstalling please reboot the Viewer PC and try re-installing Viewer from scratch. However, before uninstallation please make sure to copy a backup of your address book from the folder listed above, so you can restore your connections later.

Last but not least, in case if you have any antivirus/firewall software installed on your Viewer machines, please make sure to add the Viewer installation folder C:\Program Files (x86)\Remote Utilities - Viewer\* to the exception list to avoid similar issues in the future.

Hope that helps.

Hello,

Thank you for your message.

Please make sure that you've selected Agent as the output package on Step 2 of the configuration process as the Show disclaimer at startup feature is only available for Agent and not for Host. For more information please also see this page.

Hope that helps.

Hello,

Thank you for your patience.

Yes, this should be possible - in fact, I've just tested this scenario out just to make sure. However, there are a few important details to note:
1. When installing Host remotely while connected to the remote machine via Agent, the Agent window will stay opened till one of the last steps of the installation process, then it will automatically get closed, so your current connection will be interrupted.
2. At the installation step when the connection interrupts, a remote machine gets a prompt requesting to set up an access password. Since you won't be connected at this point, we recommend that you prepare a One-Click installation package and install Host using it instead of vanilla installer.
3. When configuring a One-Click package please make sure to enable the Send Internet-ID to email feature and set up the SMTP server along with the following checkboxes:
- Automatically generate Host password
- When updating existing Hosts, overwrite their Internet-ID code with the generated code
These features will ensure that you receive an automated email with your Host's access credentials, so that when your connection via Agent is interrupted, but Host is installed and starts running, you can connect to it right away using the credentials.
4. Last but not least, in case if you had any previous Host installations on this remote machine, please make sure to remote the following registry key: HKEY_LOCAL_MACHINE\SOFTWARE\Usoris\Remote Utilities Host\. This will remove any traces of the previously existing installations' settings, so that the password is generated during the installation process.
5. Here's a guide on how to add the remote Host to your address book using the encrypted code you receive via email.

Hope that helps.

Hello John and Zach,

Thank you for your messages.

It appears that access to our servers at id.remoteutilities.com is being blocked by Malwarebytes. However, we've noticed that some of our users have already submitted this False Positive to them and the Malwarebytes team has responded that this will be fixed soon in their next database update. Please also see this post on the Malwarebytes forum.

Zach, please note that we've already responded to the ticket you've submitted. However, meanwhile please try adding the DNS name id.remoteutilities.com that points to our Internet-ID servers to an exception/allow list and see if this helps to resolve the issue.

Please let us know if you have more questions.