Pauline's community posts

Hello,

Thank you for your message.

Is your fix going to involve only the viewer or the host as well?

Initially this issue occurred on the Host side - we believe that this has to do with the remote monitor turning off and subsequent VIewer's inability to wake it. However, we're implementing additional fixes in order to eliminate the issue completely.

I'm currently postponing installation of Host 7.0.0.3 due to the problems discussed in my other thread, this would be an extra issue to wait for a more definite resolution.

Of course, we understand and apologize for the inconvenience. We'll do our best to release the update with a fix for this as soon as we can. I'll make sure to notify everyone in this thread as soon as the update is available.

Please let us know if you have more questions.

Hello Alain,

Thank you for your message.

Please make sure that you use Host and Viewer of the same version, e.g. 7.0.0.3. The File Transfer mode was completely rewritten starting version 7, so if your Host and Viewer versions are mismatching, then similar issues might occur. For more information please see this blog post.
In case if your Host and Viewer are not of the same version, you can update them via the Self-Update feature. Alternatively, the latest version 7.0.0.3 of Remote Utilities is available for download on this page.

Hope that helps.

Hello Andrei,

I'm glad to hear you've figured out the issue and it works for you now!

Please feel free to post another message if you have more questions. We're happy to help.

Hello Alain,

Thank you for your message.

Unfortunately, this is a known issue - we've partially fixed it in version 7.0.0.3, but since it still manifests itself in some scenarios, we'll be adding additional fixes for this issue - the fix will be available in our next update. We'll do our best to release an updated version as soon as possible, but, unfortunately, we cannot provide any specific ETA on this update yet. Sorry for the inconvenience.

Meanwhile, please 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" window occurs.
2. Start a Full Control session. The "world map" 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 immediately be established.

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 us if you have more questions.

Hello Christopher,

Thank you for your feedback!

It's just bad business to update "Viewer" with a pop up asking to update. The software should recognize that the key won't work with the update and warn the user.
Hopefully you take some of these suggestions.  I agree with people paying for upgrades and new licenses.  I appreciate the 50% discount.  It's the WAY that you went about it that was distasteful.

Yes, unfortunately we didn't update that mechanism in time to accommodate for major version upgrade. We apologize for that. Although anyone can downgrade their Viewer to version 6.10.10.0 if they are not eligible for free upgrade, we'll definitely take notes of this, so our next upgrades would provide better user experience. Sorry for the inconvenience once again.

Please let us know if you have more questions or need our assistance.

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.