Pauline's community posts

Hello Brant,

Thank you for your message.

This occurs since the license key is associated with the email address it was generated for, rather than the email address in the account on our website. In case if you will not have access to your old email address anymore, you can simply generate a new license key that will be associated with your new email address using the Free License Key generator. As for your old license key - we will block the old key on our side, so it won't be active anymore.
This way, you will have only one license key associated with your active email and this will not violate our EULA.

Hope that helps.

Hello Marco,

Thank you for your message.

Unfortunately, mobile Viewer currently provides very limited functionality only. We already have the improved version of the mobile Viewer app that will be more efficient to use in development but, unfortunately, we cannot provide any specific ETA on its release yet. Sorry for the inconvenience.

Please let us know if you have other questions.

Hello Marco,

Thank you for your message.

The improved mobile Viewer app with the full-fledged address book is still in development. Unfortunately, we cannot provide a more specific ETA on this update yet. However, we'll make sure to notify our users once it's available. Sorry for keeping you waiting.

Please let us know if you have other questions.

Hello John,

Thank you for letting us know!

We currently continue to monitor our servers. We'll keep you and other users in this thread updated on the issue and will let you know if there are any updates on the issue.

Sorry for the inconvenience.

Hello Max,

Thank you for your suggestion!

I'll forward this to our development department for a review to see if we can implement this feature in our future updates.

Please let us know if you have other questions.

Hello Angus,

Thank you for the clarification.

Android 9 is the newest version available for my phone. I'm not buying a new device to use this app. 🙂

Of course, we understand this. We always try to maintain as much backward compatibility as possible. I'll forward this issue to our development department, to see if we can reproduce it using a device running on Android 9.

I see posts fr om two years ago wh ere you say the app is going to be updated.

Yes, unfortunately, the improved mobile app is still in development, as the release of desktop Remote Utilities for Mac/Linux were prioritized. However, we'll make sure to notify our customers as soon as we release the improved mobile Viewer.

Sorry for the inconvenience.

Hello Angus,

Thank you for your message.

Could you please clarify if you use the latest version of the Viewer app for Android (i.e. the currently available in the Google Play version 11.30)? If this is the case, then could you please try updating your Android device to the latest Android 11 version? The previous mobile Viewer version had some compatibility issues with devices running on Android 11, so updating to the latest Android version might help to resolve the issue.

As for the connection information (the Internet-ID code) - sorry for a somewhat primitive interface in the mobile Viewer. Currently, the connection entries are saved and available as a drop-down list by clicking the 3-dot icon in the connection entry field. However, we plan to release a significantly improved mobile Viewer version, in which we are going to implement a full-fledged address book that can be synced with the desktop Viewer and a number of different features that will make mobile Viewer more useful. Unfortunately, we cannot provide any specific ETA on its release yet. Sorry for the inconvenience.

Please let us know if the issue persists even when the mobile Viewer is used on the latest Android 11 device.

Hello Andy,

Thank you for the clarification.

Unfortunately, this is a known issue that is caused by a new blank screen mechanism-specific features - the Monitor Driver was discontinued since the 6.12.2.0 Beta 2 version as it is outdated and soon won't be supported by Windows at all.
Besides, the new screen blanking method is more versatile - namely, it works on laptops without blocking out the brightness controls (whereas the driver method has such a problem). Unfortunately, there are some downsides like the degraded colors when the blank remote screen feature is enabled. However, we'll do our best to improve the feature in our future updates. Sorry for the inconvenience.

Please let us know if you have other questions.

Hello John and Shinichi,

Thank you for your messages.

Yes, unfortunately, there was a short  (approximately 5 minutes) downtime on our servers. We assume that some temporary issue within the datacenter's network caused the downtime. We're currently investigating the issue.

However, right now our servers are up and running. Sorry for the inconvenience.

Please let us know if you have other questions.

Hello Hans,

Thank you for the clarification.

Is there a way to use the Beta 4 version with an active license? The last time I downloaded the Beta 4 version it didn't allow me to activate my version with my key.

Yes, the Beta 4 version is available with its own license (since it's a Beta version), which expires on March 1, 2021, i.e. currently you don't need to register it with your license key.

In case if you don't want to update your current installation with the latest stable version, you can use Portable Viewer and Agent instead, just to see if using the latest 6.12.4.0 Beta 4 version helps to resolve the issue. Both Agent and Portable Viewer are available for download on this page as well.

Hope that helps.