Pauline's community posts

Hello Kaelyn,

Thank you for the update.

Could you please also clarify what version of Remote Utilities do you use? In case if you use version 6.10.10.0 or any older version of Remote Utilities, please try updating your installation to the most recent 6.12.2.0 Beta 2 version, since the mechanism of fetching the remote monitors was replaced in this release, so, perhaps, it will help to resolve the issue.

The most recent version 6.12.2.0 Beta 2 is available for the download on this page.
When updating, please make sure to update both Viewer and Host to the same version as version mismatch might lead to performance issues or some features not working.

Please let us know if the issue persists even after updating to the 6.12.2.0 Beta 2 version.

Hello Howard,

Thank you for the clarification.

The issue might have been caused by permissions for some specific directories being somehow corrupted, as permissions for folders can often be corrupted via general computer use, e.g. software installation or even Windows updates might affect permissions of Windows folders.
In this case, resetting the permissions for the c:\users\username\AppData\Local\Downloaded Installations\ folder might also help to resolve the issue.

In addition, I've forwarded the issue to our developers just in case and asked them for their input on this.

I'll get back to you with their reply soon.

Hello Howard,

Thank you for an update.

The issue might be occurring if the Viewer configuration file or an installation file was somehow corrupted (perhaps, by antivirus/firewall software activity). Could you please, try the following and see if this helps to resolve the issue:

1. Open the following folder: C:\Users\[Your_username]\AppData\Roaming\Remote Utilities Files\. Please note that the AppData folder might be hidden by default in which case you'll need to enable "Hidden files and folders" in Windows Explorer settings.
2. In the folder above locate the file config_4.xml and delete it.
3. Try re-donwloading the Viewer installation file from our website once again and see if it's possible to install it this time.

Please let me know if there is no Remote Utilities Files folder or if the solution above did not helps and the issue persists

Hello Kaelyn,

Thank you for your message.

Could you please clarify if you mean that you want to map your remote monitors to your local ones? If this is the case, then, unfortunately, this cannot be done automatically yet, even though we already have this feature in our wish-list and it will be implemented in our future updates. However, this can also be done manually. Here's what you need to do in order to map your remote monitors to the local ones:

1. In Viewer create 2 (or as much as you need) different connections to the same remote Host, i.e. using the same IP address or Internet-ID code, but name them all differently, e.g. Monitor 1, Monitor 2, etc.
2. In the main Viewer window navigate to the Tools tab and select Options, then navigate to the Remote screen tab and disable the Tabbed view checkbox.
3. Open all connections to the remote Host you've created on Step 1.
4. Select different monitors for each connection - this can be done by clicking the Remote monitors icon on the Toolbar in the Full Control and View window.
5. Now you should be able to place the connection windows on your remote monitors as preferred.

If you mean something else, please let us know.

Hope that helps.

Hello Jia Lin,

Thank you for the clarification.

Could you please clarify what do you mean by "self-created exe file"? In case if you mean that this exe file was downloaded from another third-party software or modified in any other way, then please note that we cannot provide assistance on undocumented capabilities or on modified/illegitimate versions of Remote Utilities. In this case we recommend that you remove the Agent and its files as described in my previous message from your computer and download an official legitimate Agent from our website or configure it using our MSI Configurator tool.
In addition, please note that any illegitimate/malicious use of Remote Utilities, including its modification, reverse engineering, "cracking", etc., is prohibited by our EULA.

Remote Utilities is provided on as is basis and the only customization options are those available in Options/Settings for the corresponding modules and our MSI Configurator. Please note that the Agent should only be running along with only one rutserv.exe process with the blue icon.

In case if you mean something else, please elaborate on this a bit more.

Hope that helps.

Hello Jørgen,

Thank you for your message.

Unfortunately, we couldn't reproduce the issue - the Agent starts after the system reboot right away. Could you please double-check with the remote user if they see an UAC prompt window for the Agent after the system is rebooted? If this is the case, then the user should click "Yes"/"No" button on the UAC prompt in order to proceed, so that the Agent starts running.

Alternatively, please consider using the Host module instead as it always starts with Windows by default. For more information please see this page.

Hope that helps.

Hello Howard,

Thank you for your message.

Could you please try copying the Viewer installation file to your desktop and installing Viewer from there?
In addition, please try selecting a different location on your computer as an installation folder for the Viewer and see if you still receive the same error.
In addition, could you please clarify if it's possible to run Portable Viewer on the same machine?

Finally, please try installing the latest 6.12.2.0 Beta 2 release of Remote Utilities instead of the 6.10.10.0 version as the issue might have already been resolved in the latest update.
The latest 6.12.2.0 Beta 2 version is available for the download on this page. Please make sure to use Viewer and Host/Agent of the same version to avoid version mismatch that might lead to performance issues or some features not working.

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

Hello Chad,

Thank you for your message.

Host/Agent for Mac/Linux is currently in development. Hopefully, we will be able to release the first beta version of Host for Mac/Linux by the end of this year, but unfortunately, we cannot provide any specific ETA on it yet.
However, we will certainly notify all our users when Host/Agent for Mac/Linux is released. Sorry for keeping you waiting.

Please let us know if you have other questions.

Hello Aaron,

Thank you for your message.

Could you please clarify if you mean the address book sync via RU Server feature? If this is the case, then this feature will be implemented in the final release of Viewer for Mac/Linux which we hope to release by the end of this year.

Hope that helps.

Hello Jia Lin,

Thank you for the clarification.

I've checked with our developers on this - could you please send us your Agent.exe file for examination? Perhaps, the Agent file was damaged or somehow corrupted which is now causing the issue - normally, you should have only one rutserv.exe process with the blue icon. You can send us the file to support@remoteutilities.com.

Meanwhile, please also try removing the current Agent files as described on this page - this will remove current Agent settings in order to avoid picking up old settings. After removing the files and registry key please try re-donwloading the vanilla Agent on this page (or re-configuring a custom Agent) and see if the issue persists.

Hope that helps.