Pauline's community posts

Hello Mike,

Thank you for your message.

Am I right in assuming that your Viewer was updated from version 6.10.10.0 or was it an older version?
As for the current issue with Viewer - please try uninstalling Viewer completely as described in this full uninstallation guide and then re-installing it from scratch to see if the issue persists. Before uninstallation please locate and copy the following files:
1. config_4.xml file in the folder C:\Users\[Your_username]\AppData\Roaming\Remote Utilities Files\ which stores Viewer's configuration settings.
2. One of the most recent backups of your address book in the backup folder \%AppData%\Roaming\Remote Utilities Files\backups\.
After you've re-installed Viewer from scratch, try pasting the configuration file to the same location and restoring your adder book from a backup as described here.

Please let me know if the issue persists.

Hello,

Thank you for the update on this.

Could you please clarify if you see the remote Host as offline in your address book or if your connection is stuck at the window with a "world map"? In addition, could you please double-check if Host is running at the remote machine, i.e. that you can locate its icon in the system tray?

Looking forward to your reply.

Hello Andreas,

Thank you for your message.

You can find your RU Server's address book in the data folder in the following location: C:\Program Files (x86)\Remote Utilities - Server\.
In the same location you can also find Logs folder that keeps the Server's system log and stats folder that keeps a log of all Internet-ID connections established through the Server.

In addition, you can copy the following registry key to your new Server machine from the old one: HKEY_LOCAL_MACHINE\SOFTWARE\Usoris\Remote Utilities\MiniInternetId. This registry key contains Server's configuration settings.

This tutorial on migrating RU Server might also provide some helpful information.

Hope that helps.

Hello Peter,

Thank you for your message.

Could you please clarify if you mean that you need to export a list of all the Host that are connected to your RU Server? If this is the case, you can find your Server's address books saved in the data folder in the following location: C:\Program Files (x86)\Remote Utilities - Server\.
If you mean that you want to set up your Server to automatically add any Host that contacted your Server, then you can set up the auto-import feature as described in this tutorial.

Additionally, can I export the station ID from its Windows registry or from a local folder ?.

Yes, of course, you can find the Host's Internet-ID code in its registry key: HKEY_LOCAL_MACHINE\SOFTWARE\Usoris\Remote Utilities Host\.

Hope that helps.

Hello Feisal,

Thank you for the clarification.

We've released an updated version 7.0.2.0 on May 7. Could you please try updating your installation once again and see if the issue still persists? The latest version 7.0.2.0 is available for download on this page or via the Self-update feature.

In case if the issue still persists after updating, please also try the following temporary workarounds that might help connecting to a remote Host:
1. Authenticate/Log in on one of your Hosts where the issue with the "world map"/loading window occurs.
2. Start a Full Control session. The "world map"/loading screen must be showing for some time.
3. In the Full Control window, right-click on the connection tab, select Send key command and choose a command to send (e.g. the Alt+PrtScr command or you can choose any other).
4. If everything goes well, the connection should be established immediately.
If the above solution did not help, please try simply closing the Full Control connection window and re-opening it once again right away.

Please let me know if the above works for you.

Hello Stan,

Thank you for your message.

Could you please let us know if you mean that your connection get stuck at the window with "digital world map" screen when connecting to the remote Host? Or do you mean that your "Full Control" window gets greyed out and Viewer tries to reconnect to a remote Host? In case if it's the latter, please double-check if Host restarts on the remote machine properly - in case if Host cannot start automatically after the machine is rebooted, it might be caused by some antivirus/firewall software activity. In this case please try referring to this KB article and see if it helps to resolve the issue.

Please let us know if the solutions above helped or if the issue persists.

Hello Feisal,

Thank you for your message.

Could you please clarify if you mean that your connection get stuck at the window with "digital world map" screen when connecting to the remote Host? If this is the case, then please make sure that you've updated your Remote Utilities installation to the latest version available - as of this writing it's version 7.0.1.0. In the latest update we've implemented some additional fixes to eliminate this issue. For more information please see the Release Notes.

The latest version 7.0.1.0 is available for download on this page or you can also update your installation via the Self-Update feature. When updating, please make sure to update both Host and Viewer to the same version in order to avoid the version mismatch.

Hope that helps.

Hello Santosh,

Thank you for your message.

Please note that RDP connection mode in Remote Utilities just runs the native Microsoft RDP client for you. In order to change the screen resolution or any other settings for that mode you can use the RDP tab in connection properties.
In order to change the settings, please do the following:
1. Open the Connection Properties and navigate to the RDP section.
2. Sel ect Configure - this will invoke the RDP native client.
3. In the RDP window navigate to the Display tab and set up the preferred resolution.
4. Return to the General tab, click Save and close the RDP client window - this should return you back to the "Connection Properties" window fr om Step 1.
5. In the "Connection Properties" click OK - this step will save your RDP properties, so these settings will be applied each time you use RDP connection mode for this remote Host.

Hope that helps.

Hello,

1. the host has no way to tell the viewer that the update has completed sucessfully or has failed, is that correct?

Yes, unfortunately, for now you need to re-log on to the remote Host after the update, so Viewer can get an updated information on the Host's version. However, we will improve this mechanism in our future updates, so the Viewer will fetch the information on the Host's version automatically.

2. if a user is working on the host computer, will the user notice the update process or is the update hidden from the user?

Update process is occurring in the background - i.e. Host will update itself automatically and then restart without any action required from the remote user. The only thing that a remote user can notice is that the Host icon will disappear from the system tray for 1-2 minutes while Host is updating - after Host has restarted the icon will be back in the system tray again.

Hope that helps.

Hello,

Thank you for your message.

Perhaps, this was caused by the address book file being somehow corrupted (might have been caused by some antivirus/firewall activity).
Could you please try updating one of the Hosts to the latest version 7.0.1.0 via the Self-Update feature. Then try logging on or connecting to the remote Host - after doing so, the information in your address book regarding the Host version should update automatically. In this case, you can simply delete the other connection entry.

Hope that helps.