Pauline's community posts

Hello Simon,

Thank you for your patience.

I've checked with our developers on the issue. Could you please clarify if you use Viewer for Mac or for Linux OS? In case if you use Viewer for Linux, there are currently some issues with the numeric keypad that might be causing such behavior of the arrow keys. This issue will be fixed in the next update. Sorry for the inconvenience.

Please let us know if you have other questions.

Hello Jeremie,

Thank you for your patience.

I've checked with our developers on the issue. Could you please archive and send us the Agent's log files for examination? By default, the Agent log files are stored in the following location: C:\Users\user_name\AppData\Roaming\Remote Utilities Agent\Logs\
Alternatively, you can locate the log files by opening Agent settings -> Logging tab and clicking Show logs folder.

You can send the archived logs to support@remoteutilities.com, so I could forward them to our developers for further investigation.

Looking forward to your reply.

Hello Simon,

Thank you for the clarification.

I'll forward these issues to our developers and ask for their input.

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

Hello Jeremie,

Thank you for the update.

Unfortunately, we cannot reproduce this issue as it manifests itself in certain conditions only.
However, I've forwarded the issue to our development department and asked for their input on this, to see if there's something that can be done to fix the issue.

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

Hello Marco,

Thank you for your message.

Unfortunately, we do not provide a mobile Host for Android or iOS yet. As of this writing, we only provide Host/Agent for Windows-based systems. However, we already have a mobile Host for iOS/Android devices on our wish list and hope to release it in the future. Sorry for the inconvenience.

Please let us know if you have other questions.

Hello Simon,

Thank you for your message.

Am I right in assuming that you use Viewer for Mac/Linux of the latest 1.0.6.q Beta 6 version and Host for Windows of the latest 6.12.4.0 Beta 4 version? If this is the case, then could you please check if you have the Disable clipboard transfer in the Host Settings -> Other tab?
In addition, please note that this is a Beta version of Viewer, so it has limited functionality and more features will be added at later stages. You can find the full list of currently available features on the first page of this thread in the first message.

As for the issues with the arrow keys, unfortunately, we couldn't reproduce it yet, but we will additionally test it out to see if it can be fixed in our future updates.

Please let us know if you have other questions.

Hello Keith,

Thank you for the provided details.

It seems like the issue only manifests itself in certain circumstances, i.e. we were able to reproduce it initially on  Asus machines. Unfortunately, we cannot fully fix it as it's caused by some Windows settings that are applied during the update. Sorry for the inconvenience.

However, please note that we've recently released an updated 6.12.4.0 Beta 4 version. Please try updating your Remote Utilities installation to the latest version to see if this might improve the issue.
The latest 6.12.4.0 Beta 4 version is available for download on this page. When updating, please make sure to update both Host and Viewer to the same version (or use Agent and Portable Viewer instead) to avoid version mismatch that might lead to performance issues or some features not working.

Hope that helps.

Hello Rob,

Thank you for your message.

Unfortunately, our assistance with antivirus software related issues is very limited, as we do not have direct control over how Remote Utilities is treated by third-party security software. However, we submit false positive reports to antivirus software vendors on a regular basis.

In this case, we can only recommend the following solutions:
1. Add Remote Utilities installation folders to the antivirus software exception list as described here.
2. In addition, we highly recommend that you or your customer submit false positive reports as well as this usually helps to speed up the resolution process. This page provides links to submitting false-positive reports to the most common antivirus software vendors.

Hope that helps.

Hello everyone,

This is to inform you that we've released a new blog post on all of the new features that were recently added in our 6.12 Beta versions. Please read the full blog post here.

Your questions as well as general feedback are welcome.

Hello Vasilis,

Thank you for your message.

Unfortunately, our assistance with Remote Utilities running via Wine is very limited as it's meant for Windows. In addition, please note that according to our Support Policy, we do not assist in resolving issues with third-party software. In order to resolve the issue, please consider referring to Wine documentation or support service, perhaps they can provide a helpful solution. Sorry for the inconvenience.

Please let us know if you have other questions.