Pauline's community posts

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.

Hello Des,

Thank you for your message.

I've noticed on the screenshot that you're connecting to your Host using Internet-ID connection. Please note that for Internet-ID connection ports that are required to be opened for the connection to work are slightly different - it's Outbound TCP ports 5655/443. For more information on ports used by Remote Utilities please see this page. Please make sure that at least one of the required ports is opened and not used by other software.

In addition, please try referring to this troubleshooting guide and see if any of the solutions help to resolve the issue.

Hope that helps.

Hello Ray,

Thank you for your message.

Could you please send us the Host log files for examination? You can locate the logs in the following folder: C:\Program Files (x86)\Remote Utilities - Host\Logs\. You can send the log files to support@remoteutilities.com.
In addition, please try referring to this troubleshooting guide to see if any of the solutions listed there might be helpful.

Looking forward to your reply.

Hello,

Thank you for your feature suggestion.

I will forward it to our developers for a review to see if we can implement it in one of our future releases of RU Server.

Please let us know if you have other questions.

Hello Mark,

I'm glad to hear you've figured out the issue!

Yes, updating to the latest version 7.0.2.0 might have helped since our updates always come with plenty of new features and fixes for known issues. Please make sure that you've updated both Host and Viewer to the latest version 7.0.2.0 which is available for download on this page.
In addition, reinstalling might have also helped to resolve the issue, especially if the complete uninstallation was performed as it includes steps that reset Host or Viewer settings to default, therefore, resets the conflicting setting that might have caused the issue.

Please let us know if you have other questions.

Hello Mark,

Thank you for your message.

In order to open the Connection Properties window please right-click on the respective Host entry in your Viewer's address book and select Properties as described here. In the Connection Properties window navigate to the Authentication tab.

Please let us know if you have more questions.