Pauline's community posts

Hello,

Thank you for the clarification.

Unfortunately, RU Server for Linux is still in development. However, as a temporary solution you can try using RU Server on a Linux machine via Wine.

Hope that helps.

Hello,

Thank you for your message.

Could you please clarify if you mean the self-hosted RU Server for Linux? If this is the case, then unfortunately, we do not provide RU Server or Host for Linux/Mac yet, but we plan to release these modules in the near future. Currently, only Viewer is available for Mac/Linux - you can download the Linux distributive on this page.

In addition, please note that RU Server does not require to be registered with a license key as well as Host, you only need to register your Viewer regardless of the license type.
If you mean something else, please let us know.

Hope that helps.

Hello Alexander,

Thank you for your message.

Unfortunately, changing the resolution of the remote computer screen directly in the Remote Utilities is not possible yet. However, we already have this feature on our wishlist and will implement it in our future updates.
Please try using one of the solutions suggested by Boris or try changing the view mode of your remote screen - this can be done in the Connection Properties -> Mode tab, Additional Command on the Toolbar in the Full Control window or via the F12 hotkey.

Boris, thank you for your input on this as well.

Hope that helps.

Hello Magnus,

Thank you for your message.

Could you please try downloading the latest installation package of Viewer for Linux from this page and installing it once again (no need to remove your previous Viewer installation)? After installing please run Viewer and navigate to the Help tab -> License Key Storage. In the License Key Storage window select your license key file (please note that you need to have the license key file stored in the *rlicense extension which is a key compatible with version 7 of Remote Utilities) and register your Viewer as described in this guide.

Hope that helps.

Hello,

Thank you for your message.

Yes, such issues with the remote screen might be caused by the laptop lid being closed or by the screensaver with a black screen being active on the remote machine.
Please try enabling the Use legacy capture mode feature in the Host Settings -> Other tab. After enabling the feature please also make sure to restart Host in order for the changes to be applied. This way you should be able to see the remote screen in your Viewer even when the laptop lid is closed.
You can also edit the Host Settings remotely via the Remote Settings feature.

Hope that helps.

Hello David,

Thank you for your message.

Please make sure that you've updated your Viewer to the latest version 7.0.2.0 since we've added support for high DPI resolutions starting version 7 of Remote Utilities.
The latest version 7.0.2.0 is available for download on this page or via the Self-Update feature.

In addition, please try the following:
1. Right-click on the Viewer launch icon and select Properties.
2. Navigate to the Compatibility tab and click the Change high DPI settings button.
3. In the opened window enable the Override high DPI scaling behavior checkbox:

4. Restart Viewer and see if this helped to resolve the issue.

Hope that helps.

Hello David,

Thank you for your message.

Unfortunately, we do not provide such feature yet. However, I'll forward your suggestion to our development department for a review to see if we can add this feature to our roadmap and implement it in our future updates.
Meanwhile, as a temporary workaround you can use Host or Viewer logs - however, please note that the log file only stores time when the remote session was started. Sorry for the inconvenience.

Please let us know if you have other questions.

Hello Sayuri,

Thank you for your message.

I apologize for the late reply, we've just responded to your email.

Please let us know if you have more questions.

Hello Matthew,

Thank you for such detailed feedback on our software.

-Sometimes, the viewer will connect, and will show a blank window for the remote end, sometimes with a message similar to "cannot get folder", If I close this window and re-open will often resolve, but not always.
-Sometimes, it will connect and show all folders, and while navigating through the folder structure, this error will occur. Sometimes, going up a level will resolve, other times, I need to disconnect and reconnect. Example screenshot attached]

Please make sure that both Viewer and remote Hosts are upd ated to the latest version 7.0.2.0 and their versions match as we've significantly improved the File Transfer mode starting version 7, so such issues might be caused by version mismatch.
In addition, when experiencing such issues please try switching fr om Current user to System using the Access menu in the File Transfer window.
In case if both Host and Viewer are upd ate to the latest version and switching users does not help, please feel free to send us the Host log files for examination to support@remoteutilities.com or you can open a ticket and attach the files there. You can locate the Host log files in the following folder: C:\Program Files (x86)\Remote Utilities - Host\Logs\.

When file transfers do not complete, no status is shown to indicate this. The failure to complete could be a connection drop, or interruption fr om the remote end, but still no error to show the transfer has failed.
I know a successful completion will auto close the transfer window, but should a non-successful completion keep it open?

Please note that the File Transfer mode has a built-in Smart download resumption feature which means that if the file transfer was interrupted due to disconnect, the download will resume automatically the next time you initiate a remote control session.
In addition, please note that you can also disable the checkbox Close when operation is completed in the lower part of the File Transfer window - this way the transfer window will stay opened even when the transfer is finished, so you can check if there were any errors:

Often the ones showing offline, are actually online, and will allow me to connect, however, it takes 1-3 connection attempts before the connection comes up. Most of the hosts will experience this at some point in time.

I also have many cases wh ere a host shows as Orange - Online, then when I double click it, I get the hourglass, and it will turn grey and fail to connect 5 times. Sometimes, another double click will work, other times, nothing will work, not even a restart of the viewer. However, I will come back to it an hour later and connect without issues.

The issues above are most probably caused by some connectivity issues that might be occurring on either side of the connection. Could you please send us the Host log file fr om a remote Host wh ere these issues occurred and specify an approximate time frame when you've experienced the issue for this specific Host. This way, we will be able to examine the log files to see what might be causing these issues.

I have some hosts that get stuck in a grey state with an hourglass icon, and never move. Only a restart of the viewer will clear this. Even a Sign Out / Sign In will not fix this.

I will forward this issue to our development department and will ask for their input on this.

There is no display between the pressing of the Log Off / Sign Out button at the remote end, and the screen wh ere you can choose / enter a different user.

Could you please clarify if you mean logging off the remote session, i.e. from Viewer to Host or if you mean logging off/switching a Windows user on your remote machine? In case if you mean the latter one, can you please try using the Send Ctrl+Alt+Del command from a Toolbar in Full Control and View mode? In case if you mean something else, please elaborate a bit more on this issue.

When a full control connection drops off, the viewer window does not close, it goes grey and shows a reconnecting message in the top left.

Please try using the Log off connection on disconnect feature - this way your Viewer will log off if connection is interrupted, so the Full Control window will be closed automatically. This feature can be enabled in the Connection Propertied window -> Additional Properties tab.

I find the clipboard get and se t options very temperamental. Particularly the Se t Clipboard does not always take the first time, it routinely takes 2-3 times before it commits, and there is almost always a delay of 3-5 seconds after clicking set before it will apply the change. I am only ever set a line of text, never pictures or any large data. This problem comes and goes randomly on random hosts.

Thank you for letting us know - we will try to reproduce the issue to see is we can implement fixes for it in our future updates.

-The software is slow, just generally speaking. Right clicking a host and clicking properties is a full second before it appears. I know this is possibly a machine based issue, however, it is consistent across all my machines, which range from a 7yr laptop to a 1yr old Core i7 workstation.

Such issues might be caused by a variety of factors, including hardware-related factors or connectivity issues on the Server's side. Please try referring to this KB page and see if any of the solutions listed there helps to improve the connection speed/performance.

Some hosts do not come back online if they have been off for an extended period. I recently had an issue with the firewall to my Server, which denied connections from certain IP ranges. Once this was fixed, some hosts stayed grey and showed as offline until the machines were rebooted. Even restarting the Remote Host service did not bring them online.

Firewall/antivirus software activities might often cause temporary issues with connectivity for example by blocking required ports or access to servers. In order to avoid similar issues please try adding the Host installation folders to your firewall exception list as described here. In addition, please make sure that the ports required for Remote Utilities to work properly - by default it's TCP outbound ports 5655/443 for Viewer and Host and Inbound port 5655 for RU Server. However, since you use RU Server the port values might be custom in your case - please make sure to allow these ports in your firewall settings.

Hope that helps.

Hello Russ,

Thank you for your message.

The issue might be occurring due to the Host settings file being somehow corrupted/damaged (perhaps, by some antivirus/firewall software activity). Please try resetting the Host Settings by opening Windows Registry Editor (press Win+R, then type in regedit) and deleting the following registry key:
HKEY_LOCAL_MACHINE\SOFTWARE\Usoris\Remote Utilities Host\
Please note that this will reset the Host settings, so you will have to set up the password once again.

In case if the solution above did not help and the issue persists, please also try uninstalling the Host completely by following this guide and then reinstalling it from scratch.

Hope that helps.