Pauline's community posts

Hello Ken,

Thank you for your message.

I'm 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. We're happy to assist.

Hello Eric,

Thank you for your message.

Unfortunately, multiple monitors support is not implemented in the Mac/Linux Viewer yet. However, we plan to implement it in future updates of the Viewer for Mac/Linux. Sorry for the inconvenience.

Please let us know if you have more questions.

Hello,

Thank you for your kind words!

Unfortunately, we couldn't reproduce the issue - when changing the simple password the changes applied instantly after clicking the OK button in the Host Settings. Perhaps, the issue might be caused by some activity of the software you've mentioned.

Could you please let us know if it's possible to check if the issue occurs on some other Host machine with no CCleaner, ADWCleaner, and MalwareBytes installed or if it occurs on the same Host machine when these programs are not running?

Looking forward to your reply.

Hello Mike,

Thank you for your patience.

The issue is caused by the Transport Layer Security 1.2 not being supported by default in Windows 7 Service Pack 1 (SP1). We will implement a fix for it in the nearest software update.

Meanwhile, as a temporary workaround that might help in resolving the issue, please try adding the registry subkey for TLS 1.2 enabled by default. Please refer to this quick step-by-step guide that will help you to enable TLS 1.2 support.

Please let us know if the issue persists.

Hello Martin and Jenni,

Thank you for your messages.

Martin, we've just sent you the link for the download of the test version of Viewer via email. Please check if you have received the email.

Jenni, an email with the link for the download of the test Viewer was sent to the email address associated with your account on the Remote Utilities Community forum. However, we've just sent it to the same address once again. Could you please double-check if you have received the email from us?

Hope that helps.

Hello Mike,

Thank you for the provided details.

We will try to reproduce the issue to see if there's anything we can do to fix it. I'll keep you updated.

Please let us know if you have more questions.

Hello MIke,

Thank you for the clarification.

Could you please try resetting the Viewer's configuration file and see if this helps to resolve the issue? In order to do so, please do the following:
1. Fully exit the Viewer File -> Exit.
2. Locate the file config_4.xml in the C:\Users\[Your_username]\AppData\Roaming\Remote Utilities Files\ folder.
Please note that the AppData folder might be hidden by default in which case you need to enable Hidden files and folders in Windows Explorer settings.
3. Remove the config_4.xml file fr om that folder.
This will reset the Viewer settings. Your address books won't be affected by this action. However, you will need to register the Viewer with your license key once again.
4. Run the Viewer and try configuring a custom installation package using the MSI Configurator tool.

In case if the solution above didn't help, please let us know what OS is used on the Viewer machine wh ere the issue occurs.

Looking forward to your reply.

Hello Adam,

I'm glad to hear we were able to help!

One would think if you enabled auto-import and the auto-imported entry grabbed an I-ID from a different server, it would automatically default to the server the I-ID was generated on.

Thank you for pointing that out. I'll forward this to our development department to see if there's anything we can do to improve the auto-import feature. However, please note that the settings required for the auto-import feature are also listed in this guide on settings up the sync server.

Please feel free to post another message if you have more questions.

Hello Earl,

Thank you for your message.

Please try referring to this troubleshooting guide and see if any of the solutions listed there helps to resolve the issue.

Hope that helps.

Hello Nenad,

Thank you for the clarification.

Could you please let me know if you also use an Internet-ID connection when connecting to the remote Host machine fr om the Viewer on the old computer?

In addition, could you please double-check if it possible to connect to any other remote Host via Internet-ID connection from the Viewer machine wh ere the issue occurs?

Looking forward to your reply.