Pauline's community posts

Hello,

Thank you for your message.

This issue might occur if there was a downgrade/return to an older Remote Utilities version or if the VIewer configuration file somehow got corrupted (perhaps, by some antivirus software activity).

Please, try 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 from that folder.
This will reset the Viewer settings. Your address books won't be affected by this action.

In addition, please note that I have also replied to the ticket you've previously created.

Let me know if the issue persists.

Hello,

Thank you for your message.

Could you please clarify if you mean copying/pasting using the clipboard (i.e. via ctrl+c/ctrl+v key combination) or the Drag and Drop feature?
Please note, that right now the clipboard only allows you to transfer plain text, as the rich content (files, images, etc.) of the clipboard is not synchronized between Viewer and Host yet. However, we already have this in our roadmap and perhaps it will be implemented in the next major version of Remote Utilities, which we hope to release by the end of the year. I'm sorry if this makes the program less useful for you.

In case if you mean the Drag and Drop feature, then please note that depending on the used connection type (Direct or Internet-ID connection), a slight delay might be needed for the Drag and Drop to work properly. Please try waiting for a couple more seconds (about 3 to 4 seconds depending on the connection type) before dropping the file and see if this helps to resolve the issue.

In addition, please consider using the File Transfer mode, which can also work via drag and drop.

Hope that helps.

Hello Kubris,

I apologize for keeping you waiting for so long.

We have tested this, but, unfortunately, could not reproduce the issue - the standard shortcuts work, otherwise, our forum would be already flooded with the reports on this. It seems that the issue occurs because the hotkey combinations are intercepted by some other software/driver running on the remote machine.

However, please try updating Remote Utilities to the latest 6.12 Beta 1 version - it contains a fix for a similar issue where some certain keys (such as Ctrl, Shift or Enter) were not captured by a remote machine. Perhaps, this might also affect the issue you've encountered and help to resolve it.
Version 6.12 Beta 1 is available for the download on this page. When updating Remote Utilities please make sure to update both Host and Viewer as version mismatch might lead to performance issues and some features not working.

In addition, please try switching the keyboard input model to the Unicode mode. This can be done in the Connection properties window, on the Keyboard tab.

Hope that helps.

Hello Erik,

Thank you for the clarification.

Please feel free to send us the log files or any other updates if the issue occurs again.

Let us know if you have more questions. We're happy to help!

Hello Patricia and Bruce,

This is to inform you that we have released a newer version 1.0.3.q Beta 3 of Viewer for Mac and Linux with an implemented fix for the RU Security authentication method issue. Please try updating your Viewer to the latest Beta 3 version.

The latest 1.0.3.q Beta 3 version of Viewer is available for the download on our website:
For Mac
For Linux

Let us know if you have more questions.

Hello László,

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

Please note, that we also just released the 1.0.3.q Beta 3 version of Viewer for Mac/Linux with an implemented fix for the RU Security authentication method issue. Please try updating Viewer to the latest Beta 3 version and see if the issue persists.

The latest 1.0.3.q Beta 3 version of Viewer for Mac is available for the download here.

Let us know if you have more questions.

Hello Erik,

Thank you for your message.

Could you please double-check that you connect to the remote Host machine using the Full Control and View mode and not using the RDP or RDP-over-ID mode?

If this is the case, then you can send us the Host log file along with the Viewer connection log for examination. You can send the log files to support@remoteutilities.com.
Please do not publish the logs on the forum as they are considered personal information.

Looking forward to your reply.

Hello Woody,

I'm glad to hear you've figured out the issue!

Thank you for your input - hopefully, it might be helpful for other users if they encounter similar issues.

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

Hello Glyn,

Thank you for the clarification.

If the warning window appeared inside the Full Control and View window while you were connected to a remote Host, then the warning window has definitely appeared on this remote machine and not in the Viewer for Mac itself.

In this case, you can obtain a Free license key using this free license key generator and simply register the Viewer on the remote machine following this tutorial.

Hope that helps.

Hello Jack,

Thank you for your message.

I'm glad to hear you've figured out the issue!

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