Pauline's community posts

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.

Hello,

Thank you for your patience.

We've released an updated version 7.0.1.0 of Remote Utilities recently. However, I've just tried connecting my Agent to your self-hosted RU Server and your server seems to be offline or not reachable at the moment - the same Agent connects to our public servers with no issues.
Here's what can be done next:
1. Update your Viewer and RU Server to the latest version 7.0.1.0 (and version 3.0.1.0 for the RU Server respectively). The latest version is available for download here. You can also update your installation via the Self-Update feature.
2. Download the latest version of vanilla Agent or configure a new custom Agent package of the latest version.
3. Make sure that your RU Server is online and is accessible from the outside. In addition, please try checking the solutions provided in  this troubleshooting page.
4. Last but not least, please double check if you're able to connect to your Agent using our public servers instead of the self-hosted Server.

Please let me know if this worked for you.

Hello Mike,

Thank you for your message.

Yes, you are absolutely correct, Direct connection is always faster than the Internet-ID connection, so it's recommended to connect via Direct connection when possible. Perhaps, these pages might also provide some helpful information as well:
1. RU overview with a short video-guide.
2. Direct connection.
3. Internet-ID connection.

Please feel free to post another message if you have more questions.

Hello,

Thank you for the clarification.

We will additionally test this out using Windows 7 to see if we can reproduce the issue this time. Meanwhile, could you please provide us an event log file fr om one of the machines wh ere the issue have occurred? Here's how you can obtain Viewer's event logs. You can send the log files to support@remoteutilities.com.

Looking forward to your reply.

Hello Greg,

Thank you for your message.

Yes, of course, such settings should be updated automatically. We will test this out to see if we can reproduce the issue in our environment. I'll get back to you as soon as there are any updates on this or if we will need some additional information on the issue.

Thank you.

Hello Gaute,

I understand your situation and I'm very sorry for the inconvenience, but I simply forwarded the information I've received from our developers on this issue. In fact, I've tried reproducing your scenario as well, but it only works exactly as our developers stated - after I've connected to a remote machine via RDP, I also connected to the same machine via Full Control or via the View Only connection modes and when I switch to the Terminal session in my Full Control window, it simply kicks the other user out of the RDP session. I've tested this with both Windows 10 and Windows 7 just in case.

Sorry for the caused inconvenience once again.

Hello Douglas,

Thank you for your feedback.

As we've mentioned in the previous replies, unfortunately, we didn't update the update mechanism in time to accommodate for major version upgrade and we apologize for any caused inconvenience.
Please note that we do not force any of our users to update to the next major version - we understand that we should put a more clear warning next time for a major version update, however, even if you've already updated to the version 7, you can always easily roll back your installation by deleting the program in the Windows Settings menu - this will keep your settings and address books intact. After this, you can simply download the previous version 6.10.10.0 from our Older versions page and run the installer. In addition, please note that your license key for the previous versions of RU are not expired, it's only not compatible with versions starting version 7, so you can use your license key with the previous version of the program for as long as you wish. Sorry for any inconvenience.

Hope that helps.

Hello,

Thank you for your message.

Unfortunately, we couldn't reproduce the issue - I have just tried updating Viewer of version 6.10.10.0 to the latest version 7.0.1.0 via the Self-Update feature and it worked as expected, i.e. Viewer of the latest version was launched right after it finished updating and I'm able to run Viewer from its desktop icon or the respective icon in the Windows Start menu.
Perhaps, the issue might have been caused by some antivirus/firewall activity. Could you please, try the following and see if this helps to resolve the issue?
1. Fully exit the Viewer File -> Exit.
2. Locate the file config_4.xml in the C:\Users\[Your_username]\AppData\Roaming\Remote Utilities Files\ folder.
Please note that the AppData folder might be hidden by default in which case you need to enable "Hidden files and folders" in Windows Explorer settings.
3. Remove the file "config_4.xml" from the folder.
This will reset the Viewer settings/options. Your address books won't be affected by this action. However, you will need to register Viewer with your license key once again.

In addition, if you have any antivirus/firewall software running on the Viewer machine, please try adding your Viewer installation folder to the exception list as described here.

Please let me know if this helped to resolve the issue.