Pauline's community posts

Hello Malcolm,

Thank you for your message.

Unfortunately, auto-mapping for multi-monitor setup (i.e. when your remote Host screens are displayed on your respective local Viewer monitors) is not supported yet, even though we already have this feature in our wish-list and it will be definitely implemented in our future updates. However, this can also be done manually as a temporary workaround. Here's what you need to do in order to map your remote monitors to the local ones:

1. In Viewer create a few different connections to the same remote Host (the number of the connections should correspond to the number of monitors on the Host side - for example if you have two remote monitors, then it should be only two connections), i.e. using the same IP address or Internet-ID code, but name them all differently, e.g. Monitor 1, Monitor 2, etc.
2. Disable the Tabbed view mode (in the main Viewer window navigate to the Tools tab and select Options, then navigate to the Remote screen tab and disable the Tabbed view checkbox).
3. Open all connections to the remote Host you've created on Step 1.
4. Select different monitors for each connection - this can be done by clicking the Remote monitors icon on the Toolbar in the Full Control and View window.
5. Now you should be able to place the connection windows on your local monitors as needed, so they correspond with the remote Host's monitors.

Hope that helps.

Hello Mac,

Of course, please feel free to use any version of Viewer for Windows or for Mac/Linux, whichever is more suitable for your needs. We will make sure to notify all our users once Host/Agent for Mac/Linux is released and available for download on our website.

Please let us know if you have other questions.

Hello Mac,

Thank you for your feedback, we really appreciate it.

Please note that we already do provide Viewer for Mac/Linux. We will do our best to make Host/Agent modules for Mac/Linux available for our users as soon as possible.

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

Hello Bob,

Thank you for your message.

Of course, we understand this kind of concern and apologize for keeping everyone waiting. Although we cannot provide any specific ETA on the release of Host/Agent for Mac/Linux, it will most probably become available within the current major version of Remote Utilities, i.e. version 7 - for a reference, the previous major version 6 was around for almost 7 years.
In addition, please note that according to our Upgrade Policy all customers who've purchased the license within a year prior to a major version release are eligible for a free license upgrade.

Please let us know if you have more questions.

Hello Des,

Thank you for the update on this. I'm glad to hear you've figured out the issue and it works for you now!

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

Hello Dominick,

Thank you for your message.

Please double-check if you've updated both your Hosts and Viewer to the latest version 7.0.2.0 in order to avoid the version mismatch.
If both Host and Viewer are updated to the latest version, but the issue still persists, please try enabling the Use legacy capture mode feature in the Host Settings -> Other tab and see if this helps to resolve the issue.

Please make sure to restart Host after enabling the feature in order for the changes to be applied. You can also edit Host Settings remotely via the Remote Settings feature - in this case Host be will restarted automatically.

Hope that helps.

Hello Dan,

Thank you for the clarification.

I've checked with our developers on this issue - this is a known issue that manifests itself only with a certain type of printers (i.e. label printers), therefore, unfortunately, we're unable to reproduce the issue and implement a fix for it. In addition, please also note that according to our Support Policy, unfortunately, we cannot assist in resolving hardware issues. I apologize if this makes our program less useful for you.

Please let us know if you have other questions.

Hello Dan,

Thank you for your message.

Could you please clarify the following:
1. Do you use the Zebra 450 thermal printer as well?
2. What options do you see in the Remote Utilities Printer Properties window -> Paper tab? If possible, please provide a screenshot of how this tab's content looks on your machine.

Looking forward to your reply.

Hello Des,

Thank you for your patience.

Unfortunately, we weren't able to reproduce the issue yet. Could you please confirm that all iPhones where the connectivity issue occurred had the latest version of the Viewer app installed (as of this writing it's version 12.2)?

In addition, could you please provide us the log files fr om the Viewer app wh ere the issue occurred as well as the Host logs from a remote machine you were trying to connect to? Here's how to locate the Host logs. As for the Viewer logs from the mobile app please open the menu at the upper left corner and select Settings -> Error log -> Copy - you can then paste the logs into a plain text editor and send it for examination along with the Host's logs. You can send them to support@remoteutilities.com.

Looking forward to your reply.

Hello Des,

Thank you for letting us know.

We will test this out with iOS 14 to see if we can reproduce the issue and implement a fix for it. Sorry for the inconvenience.

I'll keep you updated on the issue.