Pauline's community posts

Hello Andreas,

I'm glad to hear you were able to figure out the issue and it works for you now!

I deleted the "old" address books, after which the address server was recognized again and the address books were synchronized again.

Perhaps, the address book file that was stored on your Viewer machine was somehow damaged or corrupted, which might have caused the issue.

Please let us know if the issue occurs once again or if you have more questions.

Hello Boris,

Thank you for the update on this.

I have forwarded this information to our developers and asked for their input if there's any ETA on the update with a fix for this issue. I'll get back to you as soon as I get an update on it. Sorry for the inconvenience.

Please let us know if you have more questions.

Hello Michael,

Thank you for your message.

Unfortunately, this feature is yet to be implemented in Remote Utilities. However, we already have it added to our wishlist, so we will definitely add the ability to switch screens between Host and Viewer in our future updates. Unfortunately, we cannot provide any specific ETA on this feature yet.

Please let us know if you have more questions.

Hello Frank,

I'm glad to hear it works for you now!

config_4.xml opened in editor and it was empty

Yes, this confirms that the configuration file was somehow damaged which, in turn, caused the issue with the license key.

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

Hello Andrei,

Thank you for the clarification.

And now I have a working remote connection to my desktop. But it works for some (2-10) seconds. Remote desktop works, keyboard works, mouse works and after 2-10 seconds remote desktop freeze on RU screen, waiting for some seconds and RU make a reconnection.

In this case please feel free to send us the Host log files for examination - this can help to identify what's causing the issue. You can locate the Host logs in the following folder: C:\Program Files (x86)\Remote Utilities - Host\Logs\. You can send us the log files to support@remoteutilities.com.

Looking forward to your reply.

Hello Andreas,

Thank you for your message.

Could you please let me know if your RU Server is updated to the latest version 3.0.0.1 as well? In addition, could you please clarify if you use RU Server as a sync server only or if it also doubles as a relay server/auth server? Last but not least, please let me know if you have any antivirus software installed on the machine with RU Server?

Looking forward to your reply.

Hello Dave,

I'm glad to hear we were able to help!

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

Hello Marco,

Of course, I've checked this with our development department, so this is the information I got directly from the developers. For more information please also try referring to this Microsoft Documentation page.

Hope that helps.

Hello Frank,

Thank you for your message.

Could you please let me know if you've tried opening the license key file in a plain text editor, e.g. Notepad, copying it from there and then pasting in the License Key Storage? If you've already tried this, but was unable to register your Viewer, then the issue might be caused by the Viewer configuration file being somehow damaged/corrupted.
Please, try the following:
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 config_4.xml file from that folder.
This will reset the Viewer settings. Your address books won't be affected by this action.
4. Run the Viewer and try registering it with your license key once again.

Please let me know if this worked for you.

Hello Andrei,

Thank you for the detailed clarification.

Could you please let me know if you have both Host and Viewer updated to the latest version 7.0.0.3? If this is the case, please try enabling the Use legacy capture mode feature and see if it helps to connect to a remote Host. You can enable the feature in the Host Settings -> Other tab. After enabling the "Use legacy capture mode" checkbox, please make sure to restart Host in order for the changes to be applied.
As for the "world map" issue that occurs especially when the remote monitor is turned off - this is a known issue that we've partially fixed in the previous version 7.0.0.2. However, since the issue still manifests itself in certain circumstances, we will implement additional fixes in the upcoming update for Remote Utilities.

Is any way to downgrade to 6.12 beta host? It works before update well)

Unfortunately, we do not provide version 6.12 installation files anymore as it was Beta version of Remote Utilities. However, it's possible to downgrade to the latest stable version 6.10.10.0 which is available for download on this page.

Please let me know if this worked for you or if the issue persists.