Pauline's community posts

Hello Peter and Michał,

Thank you for letting us know.

We will test this out to see if we can reproduce the issue and implement a fix for it. Sorry for the inconvenience.

I will keep you updated on the issue.

Hello,

We're glad to hear we were able to help!

Please feel free to post another message if you have more questions or need our further assistance.

Hello Pim,

Thank you for your message.

Please note that I've already replied to the ticket you've created in our Ticket System in order to avoid duplication.

Thank you!

Hello,

Thank you for your message.

The issue might be caused by the Viewer configuration file being somehow corrupted (for example, by some firewall/antivirus software activity).
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, try registering it with your license key again and see if this helped to resolve the issue.

In addition, please try updating your Remote Utilities installation to the latest 7.0.0.3 version - we've fixed a small bug related to the license key storage. For more information please see our Release Notes. You can update your installation via the Self-Update feature.

Please let us know if the issue persists.

Hello Basil,

Thank you for your message.

Could you please let us know what exactly view modes do you use? In addition, in case if you use Remote Utilities of version 6.10.10.0 or an older version, please try updating to the latest 7.0.0.3 version and see if this helps to resolve the issue with your remote screen scaling - starting version 7 we've added support for high DPI resolutions.

The latest version 7.0.0.3 is available for download on this page. You can also update your Remote Utilities installation via the Self-Update feature. When updating please make sure to update both Host and Viewer to the same version as the version mismatch might lead to performance issues or some features not working.

Hope that helps.

Hello Boris,

Thank you for the update.

Do you have both Viewer and Host updated to the latest 7.0.0.2 version? If this is the case, could you please send us the Host log files for examination? You can send them to support@remoteutilities.com.

Looking forward to your reply.

Hello Alan,

Thank you for your patience.

We've tried reproducing the issue today, but, unfortunately, couldn't reproduce it - Agent configured via the MSI Configurator Tool in the latest version of Viewer (7.0.0.2) can connect to a self-hosted RU Server and displays status "Ready for connection".
Could you please let us know what exact options do you choose on each step of the configuration process, starting Step 3 - Advanced options? You can take screenshots of the configurator window and send them to us to support@remoteutilities.com once again.

Looking forward to your reply.

Hello Thomas,

Thank you for the clarification.

Could you please try pressing any key on your keyboard when the connection is stuck on the "digital map" window and see if it's possible to establish a connection this way? If this does not work as well, please feel free to send us the Host logs for examination. You can send the log files to support@remoteutilities.com or create a ticket and submit the logs there.

Looking forward to your reply.

Hello Thomas,

Thank you for your message.

This is a known issue that occurred in versions 7.0.0.0-7.0.0.1 but was already fixed in the latest version 7.0.0.2. Please try updating your Viewer to the latest version 7.0.0.2 as well and see if this helps to resolve the issue. You can update Viewer via the Self-Update feature.

Hope that helps.

Hello Alan,

I've just tried configuring a custom Agent package using the MSI Configuration Tool in Viewer version 7.0.0.2 and it works as expected. Do you use custom port values as a communication port set on your RU Server or do you use default port value (i.e. 5655)?
If possible, you can send us the following files that Agent saves on the computer at first run:
1. Content of the following folder: C:\Users\user_name\AppData\Roaming\Remote Utilities Agent\
2. Agent's registry key: Computer\HKEY_CURRENT_USER\Software\Usoris\Remote Utilities
You can send the files to support@remoteutilities.com, I will forward them to our development department for examination.

Looking forward to your reply.