Pauline's community posts

Hello Jackie,

Thank you for your message.

Could you please let me know which version of Remote Utilities do you use on both sides of the connection?

In addition, could you please provide us the log files for examination. It would be helpful if you could send us both Host and Viewer logs. Host logs are located in the following folder: C:\Program Files (x86)\Remote Utilities - Host\Logs\.
In order to obtain the Viewer logs please follow this guide.
You can send us the log files to support@remoteutilities.com. Please do not publish the logs on the forum as they're considered to be personal information.

Looking forward to your reply.

Hello Laslo,

Thank you for the clarification.

I'll forward the issue to our development department for a review to see if we can reprocess the issue or if there's anything we can do to fix it.

I'll get back to you with an update from our developers shortly.

Hello Trent,

I'm glad to hear I was able to help!

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

Hello Trent,

Thank you for your message.

I know that the preferred environment and testing would be with both the host and viewer being on the same beta version, BUT what are the expectations of backwards compatibility between the beta viewer and the GA 6.10.10.0 host?

This is correct, we always recommend that our users update both Host and Viewer (as well as RU Server if used) to the same version. We always try to maintain as much backward compatibility as possible, so in general, it's possible to connect from Viewer of a newer version to an older Host, but in some cases, the version mismatch might lead to performance issues or some features not working. The program is constantly evolving - we always add new features and bug fixes, or replace some features with their improved versions, so it's only natural that some features might not work or not work as expected in case of the version mismatch.
For example, starting version 6.12 Beta 3, we've implemented an improved mechanism for the File Transfer connection mode, so we specifically mentioned in our Release Notes to update both Host and Viewer to the same version.

More specifically, do you WANT to get reports of issues regarding backward compatibility?

Of course, we always welcome any kind of feedback from our users. However, please note that most of the time such issues can be resolved by simply updating the outdated module.

My address books survived just fine, but apparently all of my stored passwords were lost. Any way to recover them? Is this expected behavior?

This might have occurred if the address book file was somehow damaged. It's possible to restore your general address books, including the connections' passwords from automatic daily backups, which are enabled by default when you install the Viewer. Please try restoring your address book from a backup following this guide.

Hope that helps.

Hello Laslo,

Thank you for the update.

Could you please let us know the configurations of both machines, i.e. Viewer and remote Host? Namely, what OSs are installed on the machines, and if there are any other software running on machines simultaneously with the remote session?
In addition, if possible, please record a short video of the issue and send it to us to support@remoteutilities.com, so I could forward it to our developers to see if we can reproduce the issue.

Looking forward to your reply.

Hello Jackie,

Thank you for your message.

Before we can proceed to further troubleshooting please try referring to this tutorial that provides information on the most common issues that might cause Internet-ID connectivity issues and provides solutions for them.

Please let us know if the solutions in the tutorial above did not help and the issue persists.

Hello Staticni,

Thank you for your message.

Please note that in our most recent 6.12 Beta 4 version release we've implemented a new mechanism of importing computers from Active Directory to address books via RU Server. You can find more details on how the new mechanism works in this blog post.

Unfortunately, we cannot provide a specific ETA on this feature yet, but, hopefully, more features for the AD integration will become available in our stable version release which we plan to release by the end of this month. You can always find the list of included features for the latest updates on the Release Notes page here.
The latest 6.12 Beta 4 is available for download on this page. In case if you plan to update your installation, please make sure to update both Host and Viewer to the same version to avoid version mismatch that might lead to performance issues or some feature not working.

Hope that helps.

Hello John,

Thank you for your message.

The issue might be caused by the Host files being somehow corrupted by antivirus software during or after installation. Please try the following:
1. Completely uninstall Host by following this uninstallation guide.
2. Re-install the Host from scratch and add the Host installation folder to the antivirus software exception list once again if necessary.
3. Reboot the remote machine.

Please let us know if the solution above did not help and the issue persists.

Hello James,

Thank you for your message.

Unfortunately, a fix for the cursor issue when blanking the remote screen is yet to be implemented. But thank you for your suggestion, I'll forward it to our developers for a review to see if we can fix the issue in our future updates.

Please let us know if you have other questions.

Hello Shane,

Thank you for the clarification.

In case if the issue persists when connecting to another Host as well, then please feel free to send us the Host log files for examination. The Host logs can be located in the following folder: C:\Program Files (x86)\Remote Utilities - Host\Logs\.
You can send the log files to support@remoteutilities.com.

Thank you.