Pauline's community posts

Hello everyone,

This is to inform you that this is a known issue and it will be fixed in the upcoming version 7.0.0.2 which due this week. Meanwhile, you can try the following workaround:
While in the Full Control window right-click on the tab with the connection and use the Send key command (e.g. send Alt + PrtScr). This will unlock the remote screen, so you will be able to connect to the remote Host.

Hope that helps.

Hello,

Thank you for your message.

This is a known issue that will be fixed in the upcoming version 7.0.0.2 which due this week. Meanwhile please try the following workaround:
While in the Full Control window right-click on the tab with the connection and use the Send key command (e.g. send Alt + PrtScr):

This should unlock the remote screen, so you'd be able to connect.

Hope that helps.

Hello Jaydn,

Thank you for your message.

Instead of connecting via IP over lan, what's the possibility of having it able to connect by entering the Mac address? (I've not yet tried it, maybe it already can)

You can access Host directly via IP address or its hostname (i.e. DNS name).

Alternatively, an even easier way to access remote Host is via the Internet-ID connection. Remote Utilities also has an implemented mechanism that detects a direct route and, if available, automatically uses it even if you're connecting via the Internet-ID code.

Hope that helps.

Hello,

Thank you for your message.

Please try exporting the following registry key: HKEY_LOCAL_MACHINE\SOFTWARE\Usoris\Remote Utilities Host\ and importing it to the new Host installation - this registry key contains the Host Settings, i.e. you will be able to import all the settings from the previous installation, including the previous Internet-ID code.
Please do not modify the registry key manually as it may also violate our EULA.

The fastest way to save the Host settings from the previous installation is to export the registry key I've listed above and after Host is reinstalled simply navigate to the same section of the Registry Editor and select File -> Import - the Host Settings will be automatically imported and applied to your new Host installation. Before importing the registry key please also make sure to close Host completely by right-clicking on the Host icon in the system tray area and selecting Stop Host.

Hope that helps.

Hello Dave,

Thank you for your message.

I am using the App correctly or is this the only way to sel ect an item on the remote screen without having to move the mouse pointer first?

Unfortunately, this is the correct way to select an item on the remote screen when connecting fr om the mobile Viewer, i.e. by moving the mouse pointer to the item first. We plan to release an improved and revamped version of mobile Viewer that will also include a full-fledged address book, but, unfortunately, we cannot provide a specific ETA on this release yet. Sorry for the inconvenience.

Please let us know if you have other questions.

Hello everyone,

Thank you for bringing this to our attention.

I will forward the issue along with the video provided by Trent to our developers for a review and we will additionally try to reproduce it in our environment to see if we can fix it in the next update. I'll get back to you with a reply from our developers shortly.

I'll keep everyone updated on the issue in this thread.

Hello John,

Thank you for the clarification.

Could you please double-check if you have the Advanced mouse scroll feature enabled in the Connection Properties -> Mode tab? In case if it's disabled, please try selecting the checkbox and re-connecting to your remote Host to see if the scrolling issue persists.

Hope that helps.

Hello John,

Thank you for your message.

Could you please let us know which scaling mode (i.e. Normal, Fullscreen, Stretch, etc.) do you use when the issue occurs?
In addition, please make sure that you have both Host and Viewer updated to the latest version 7.0.0.1. Starting version 7 of Remote Utilities we've added full support of high DPI resolutions in order to resolve the scaling issues on 2K/4K monitors, so the version mismatch might affect the connection performance in this case.

Looking forward to your reply.

Hello Anthony,

Thank you for your message.

Could you please try uninstalling your Viewer completely as described in this tutorial and then re-installing it from scratch? Please make sure to restart your computer before re-installing Viewer.
In addition, if you have any connection entries in your Viewer's address book, you can export your address book by following this tutorial.

Please let me know if the issue persists.

Hello John,

Thank you for your message.

However, that did not use the agent's ID and password, and required generating a new ID and password.

Unfortunately, there is no way to set a specific Internet-ID code for neither Host nor Agent - even if installed on the same machine Host and Agent will always have different Internet-ID codes. However, we plan to add a feature that will allow converting Agent into Host remotely and import Agent's current settings - this will be added in our future updates, but, unfortunately, we cannot provide any specific ETA on this feature yet.

In this case, we recommend that you configure a One-Click installation package via the MSI Configurator Tool and enable the following checkboxes on Step 3: Advanced options:

• Set or upd ate Internet-ID connection settings
  
• Generate a new Internet-ID code
  
• Send Internet-ID to email
  
• Automatically generate Host password
  

In addition, please try configuring an SMTP server information as described in this guide. Please note that you don't need to use a Gmail account, you can use any available email that you have, for example, you can also use such services as Mailjet which is convenient for the purpose of setting up the SMTP server in case if you need to be sending a relatively small amount of emails.

Also will not the password be in plain text in the email? Surely there are methods that are more convenient, reliable AND secure than that?

In case if you se t up the SMTP server during the configuration process as described above, then you should receive an Internet-ID code and access password to you in an encrypted e-mail message upon the Host's installation. You can add this Host to your address book via the Add using code feature which will automatically add a new connection to your address book with the ID and access password of the remote Host you received in the encrypted form.

Hope that helps.