Pauline's community posts

Hello Bevan,

Thank you for your patience.

I've checked with our developers on the issue - it seems like the issue might be caused by some incorrect settings on the Host side. Could you please provide us screenshots of the Hosts settings, namely the Authentication tab -> Custom Server Security ->Servers window and the Users and access control window like on the screenshot below?


You can send the screenshot to support@remoteutilities.com if it's more convenient.

Looking forward to your reply.

Hello Bevan,

Thank you for the clarification.

Could you please also clarify what authentication method is set for the remote Host in the Connection properties -> Authentication tab? If it's set to Auto, please try changing it to Custom server security and vise versa and see if it makes any difference.

Meanwhile, I've forwarded the issue to our development department and asked for their input on this.

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

Hello ruabc,

Thank you for your feedback.

We plan to completely revamp the Screen Recorder mode in our future updates and implement more features, including a feature that would filter and remove duplicated screenshots. Unfortunately, we cannot provide any specific ETA on this yet.

Please let us know if you have other questions.

Hello Bevan,

Thank you for your message and the provided log files.

Could you please try updating your current Remote Utilities installation to the most recent 6.12 Beta 2 version for Host and Viewer and 2.9 Beta 2 for RU Server and see if the issue persists after the update? We have implemented a few improvements and bug fixes, namely, we fixed some issues that could make RU Server freeze during custom server security authorization, so the issue you're currently encountering might be already fixed in the Beta version. For the full list of release notes please see this page.

Version 6.12 Beta 2 for Viewer and Host and version 2.9 Beta 2 for the RU Server are available for the download on this page.
When updating Remote Utilities, please make sure to update both Viewer and Host (as well as the RU Server) in order to avoid version mismatch that might cause performance issues or some features not working.
If needed, before updating your current installations, you can try using Portable Viewer and Agent.

Please let us know if the issue persists after updating Remote Utilities.

Hello Michael,

Unfortunately, my reply was intended for Michal Zarzecki. However, thank you for the provided details. We will thoroughly test this and try to reproduce the issue. We will get back to you once there are any updates on this. Sorry for the inconvenience.

Please let us know if you have more questions.

Hello Michal,

Thank you for your patience.

Unfortunately, we couldn't reproduce the issue. Could you please try updating your macOS to the latest Catalina 10.15.4 version, reinstall Viewer and see if the issue persists afterward?

In case if the issue persists even after updating the macOS version, please try running Viewer in Terminal via ./viewer.app command. When Viewer crashes, please copy the output text and send it to us to support@remoteutilities.com.

Looking forward to your reply.

Hello Peter and Max,

Thank you for your feedback.

We've managed to reproduce the issue and implemented a quick fix for it. We apologize for the caused inconvenience.

An updated build of version 6.12 Beta 2 is available on this page. Please try updating your Viewer and see if the issue persists.

Please let us know if you have more questions.

Hello Katherine,

Thank you for your message.

Could you please clarify what connection method is used - Direct connection or Internet-ID connection?

In addition, please also let us know what authentication method is used when connecting to the remote Host?

Looking forward to your reply.

Hello Jay,

Thank you for your kind words! We're glad to hear you've figured out the issue and it works for you now.

Please feel free to post another message if you have more questions or need further assistance. We're happy to help!

Hello Michal,

Thank you for your message.

We will thoroughly test this and try to reproduce the issue. Could you please let us know if you use Direct or Internet-ID connection and also what authentication method is used?

Looking forward to your reply.