Pauline's community posts

Hello Jo,

Thank you for your message.

Viewer for Mac and Linux currently requires a valid license key. However, if your current license key is meant for older version of Remote Utilities, you can simply generate a new free license key on this page.
Make sure to add it to your License Key Storage and see if this helps.

Let us know if this works for you.

Hello Patrick,

Thank you for your message.

Could you please clarify if you’ve already tried enabling the Use current security context checkbox? If you haven’t tired it yet, please do so and see if this might help to resolve the issue.

Let us know if this helps.

Hello Dax,

Thank you for your message.

Could you please specify if you're using the latest stable version 7.2.2.0, or if the issue occurred while using our new beta release?
Regardless of the version, please try enabling the Use legacy capture mode feature, located in Host Settings -> Other Settings, to see if this helps resolve the issue. Make sure to restart Host after enabling the feature to apply the changes.

Looking forward to your reply.

Hello Jonathan,

Have you tried updating your Viewer and at least one of the Hosts to the latest beta version to see if this might help to resolve the issue? The installation files for the beta version can be found on this page.

Let us know if the issue persists after updating your installation.

Hello Jonathan,

Thank you for the provided logs.

I've examined the files, but didn't notice anything that could point to the root of the issue. Before we can proceed with further troubleshooting, do you mind trying to update your Remote Utilities installation to the latest beta version (available for download on this page)? After you update at least one Viewer and Host where the issue occurs, as well as RU Server, see if the issue still persists for you.

Let us know if this helps.

Hello,

I'm glad to hear you've figured out the issue and it works for you now!

Please feel free to contact us again if you have any questions or need our assistance.

Thank you!

Hello,

Thank you for your message.

Could you please double-check what is displayed in your Host Setting for its connection status as described in this guide? Make sure that the server used for this Host and set up in its settings matches with the server listed for this connection in your address book.

Let us know if this helps.

Hello Jonathan,

Thank you for the provided logs.

I've examined the Host logs but haven't noticed any error entries that could point to what's causing the issue. Could you please send us the latest log files from your RU Server as well? You can send the files to support@remoteutilities.com.

Looking forward to your reply.

Hello Jonathan,

Thank you for your message.

Could you please clarify if you’re using our public servers for Internet-ID access or your custom self-hosted RU Server?
In addition, you can also send us your latest Host logs from one of your remote machines to support@remoteutilities.com for examination.

Looking forward to your reply.

Hello Corey,

Thank you for your message.

Yes, this is a false positive detection. Unfortunately, we don't have much control over how various antivirus software treats our program. However, if you can't add it to the allow list at the moment, we encourage you to submit a false positive report to your a/v vendor, so they can clear the detection as soon as possible. You can follow this guide to submit a false positive report.
In addition, you can also try our latest public beta release to see if using it might help to resolve the issue. You can find more information on the beta release and downloadable files on this page.

Hope that helps.