Pauline's community posts

Hello Dan,

Thank you for your message.

Please see our response in the ticket you’ve submitted.
I’m attaching it here as well, just in case:
It sounds like the update process for Viewer is being mistakenly blocked, potentially by your antivirus software or Windows Security. To resolve this, try adding Viewer to the exception list of your antivirus or Windows Security. Here’s how you can do it:

1. For Antivirus Software:
- Open your antivirus program.
- Look for settings related to Exceptions or Exclusions.
- Add the Viewer installation folder to the list.

2. For Windows Security:
- Go to Start -> Settings -> Privacy & Security -> Windows Security -> Virus & Threat Protection.
- Under Virus & Threat Protection Settings, click Manage Settings.
- Scroll down to "Exclusions" and select Add or Remove Exclusions.
- Add the Viewer installation folder.

Once you’ve done this, try running the update again. If the problem persists, you might also want to temporarily disable the antivirus during the update (just don’t forget to re-enable it afterward).

Let us know if this helps.

Hello John,

Thank you for your message.

Unfortunately, there’s no video-guide for the self-hosted RU Server for now. However, we definitely have it on our roadmap to make it available in the near future. In the meantime, you can follow this step by step guide and also please feel free to reach out to us if you have any questions along the way, we’d be happy to assist you!

Let us know if you have more questions.

Hello everyone,

Thank you for your messages.

It seems like there might’ve been a short downtime on some of our servers, but they all are already back up and running. We’re also currently looking into the issue to see what might’ve caused it.
We apologize for any inconvenience this might’ve caused.

Let us know if you have more questions.

Hello Gee,

I’m glad to hear we were able to help and it works for you now!

Please feel free to contact us again if you have any questions.

Hello Gee,

Thank you for your message.

Have you already tried enabling the Use legacy capture mode option for your Hosts? This usually helps to resolve similar issues.
If this does not work, you can also try plugging the HDMI cables out of at least one of the Hosts and if it works this way.

Let us know if this helps.

Hi Richard,

Thank you for the provided logs.

I've just forwarded the logs to our developers to see if they're able to investigate this further.

I'll keep you posted.

Hello Greenevelyne,

Thank you for your message.

Please try enabling the Use legacy capture mode feature in the Host Settings -> Other Settings and see if this helps to resolve the issue. After enabling the feature, please make sure to restart Host to apply changes.

Let us know if this helps.

Hello John,

Thank you for your message.

Unfortunately, we do not support Agent or Host for Android devices yet. We do currently provide beta version of Agent for Linux/Mac. We hope to be able to release the mobile version of Host and Agent in the near future. Sorry for any inconvenience.

Let us know if you have other questions.

Hello everyone,

Thank you for your patience.

This is to inform you that we’ve tested the scenario out on two different Windows 11 machines and, unfortunately, were unable to reproduce the issue.
In the meantime, perhaps you could consider rolling the update one version back since Windows 11 does support this feature. Sorry for any inconvenience.

Let us know if you have any questions.

Hello Rolf,  

Thank you for your patience.

I’d like to clarify a few things and apologize for any confusion caused by my earlier reply. Unfortunately, even when using a self-hosted RU Server, it would not prevent scammers from illegitimately accessing Agent. For this reason, the disclaimer window remains a necessary security measure, regardless of the Server configuration.  

Additionally, the disclaimer is only displayed the very first time the Agent runs on a computer. Once it has been acknowledged, it will not appear again during subsequent uses.  

This measure is consistent with practices across all major remote control software platforms. Without such a warning window, there’s a significantly higher likelihood of antivirus software flagging and removing the Agent as a potential threat.  
I hope this explanation provides more clarity.

Thank you for understanding, and please let us know if there’s anything else we can assist you with.