Pauline's community posts

Hello Jose,

Thank you for the provided log files.

I've examined the log file but haven't noticed anything that could point to what's causing the issue. Could you please additionally provide us Viewer connection log file and Server connection log? You can send the logs to the same email address support@remoteutilities.com and I'll forward all three log files to our development department for a review.

Looking forward to your reply.

Hello,

Please note that if you haven't specifically deleted the contents of the folder C:\ProgramData\Remote Utilities\ (it's not necessary to remove this folder for complete uninstallation and it's not listed in our Full Uninstallation Guide), then the installation log file install.log should still be located in this folder (for example, I still have an install.log file with entries since 2019 in this folder). This file already contains information about the previous update attempt, so it might help us to identify the issue without reproducing it on your side once again. If you're able to locate the installation log file, then you can send it to our email or create a ticket in our Ticket System and attach it there.

In case if the content of this folder were deleted when reverting Host to version 6.10, then please feel free to send us the installation log if you're able to reproduce the issue.

Hope that helps.

Hello,

Thank you for the update on this.

Seems like something might have interrupted the updating process. Could you please provide us the Host installation log file for examination? You can locate the installation log in the following directory: C:\ProgramData\Remote Utilities\install.log and send it to support@remoteutilities.com, so I will forward it to our developers along with the issue description and ask for their input on this.

Looking forward to your reply.

Hello,

Thank you for the provided feedback.

I'll forward this to our development department for a review, to see if we can implement a feature that allows adjusting the font size in our future updates.

Please let us know if you have other questions.

Hello Jose,

Thank you for your message.

Could you please let me know if you use a vanilla Agent downloaded from our website or is it a custom Agent package? In addition, could you please provide us the log files from your Agent? The Agent logs can be located in the following folder: C:\Users\user_name\AppData\Roaming\Remote Utilities Agent\Logs\.
You can send us the log files to support@remoteutilities.com.

Looking forward to your reply.

Hello Marco,

Thank you for your message.

We've discontinued the feature to hide the Host icon starting version 6.3.0.4 for security reasons - the Host icon is persistent in the system tray, so the user at the remote machine can always easily identify if Host is running or if there's a tech currently connected to their Host. Sorry for the inconvenience.

Please let us know if you have other questions.

Hello Daniel,

Thank you for your message.

We plan to upload a Beta of Viewer for Mac/Linux with an extended free license period tomorrow, before the current free license period expires, so our customers are able to update their Viewers in advance.

Please let us know if you have more questions.

Hello,

Of course, we're happy to help! Please feel free to let us know if you have more questions or if you need our further assistance.

Thank you.

Hello,

Thank you for your feedback!

I will forward this information to my coworkers and we will fix it in the Greek localization in our next update.

Please feel free to let us know if you have more questions. We're happy to help!

Hello,

Thank you for your message.

In order to keep my 6.10 settings on the existing hosts (especially whether internet-id is enabled or not and, if it is enabled, to keep the same Remote ID) I've created an MSI using the online configurator on which I've basically skipped settings creation.

You want to update some of your current 6.10 Hosts to the latest 7.0.0.3 version but keep all of their previous settings except for the preferred language, correct? In this case, when configuring the MSI package, on Step 4 - Host settings configuration select the Pre-configure radio-button and enable the General and network settings checkbox - this will invoke the Host Settings window where you can navigate to the Language tab and select Greek language. This way any remote Host you update using this MSI package keeps its previous settings - only the version and Host language are updated.

I see that the newest host supports the Greek language as well (I'll open a different thread for some notes on that one) which is great! However, since the new MSI uses the old settings, the host is run in English.

In case if you configure your MSI package using version 7.0.0.3 of Viewer, then in the Host Settings you should be able to select the Greek language for Host as described above. In this case, Host is updated to the latest version 7.0.0.3 and is switched to Greek language, all other settings stays intact, so you can apply this MSI package to any group of your remote Hosts.

And the MSI wizard does not allow me to modify only a single property.

Could you please let me know what happens if you try to modify only language during the configuration process? I've just tried creating a standard MSI package with the only setting that switches Host to the Greek language and was able to update my Host settings successfully. Perhaps, you're configuring a One-Click installer or do you receive any error messages in this case?

Hope that helps.