Pauline's community posts

Hello László,

Thank you for the clarification.

Could you please also clarify what authentication method is currently set in the connection properties in the Viewer? In order to check this, please do the following:
1. Right-click on the connection record in the address book and select Properties.
2. Navigate to the Authorization tab and see if the Authorization method is set to Auto.
In case, if it is set to Auto (or RU Security) please try switching to the Single password and see if this helps to resolve the issue.

Please let me know if the issue persists.

Hello Glyn,

Thank you for your message.

Could you please clarify if you got the same warning message in the Viewer for Mac? If this is the case, then could you please provide us a screenshot of the warning message that appeared in Viewer for Mac?
Unfortunately, the screenshot provided above is from the Viewer for Windows.

In addition, please note, that there's no trial period in the Viewer for Mac/Linux as it is free until April 30, 2020.

Looking forward to your reply.

Hello,

Thank you for your message.

Could you please clarify if the remote Host machine where the issue occurs has two monitors with different screen resolutions? If this is the case, then could you please clarify if you're able to switch remote monitors by clicking the Remote monitors button on the Toolbar in the Full Control window?

Looking forward to your reply.

Hello László,

Thank you for your message.

Do you have an ETA for the beta 3 version? Or even better a preliminary release?

Unfortunately, we cannot provide any specific ETA on the next beta version yet.

It works on any Windows machine, using Remote Utilities security. I tried the Single Password method on the Mac, as suggested above, but unfortunately that does not work either.

As Conrad has mentioned above, the RU Security authentication issue is a known bug and it will be fixed in the next beta version.
Could you please double-check if the Single password authentication method is enabled in the Host settings, on the Security tab?

Looking forward to your reply.

Hello Mal,

Thank you for the provided log file.

We will examine the log file to see if there's any information we can provide you.

I'll keep you updated.

Hello Mal,

Thank you for your message.

The default time zone used in Host logs is UTC.

Can someone tell me if the following entries indicate someone accessed the computer ?

Yes, according to the provided log entries the Host machine was accessed in the Full Control mode, Terminal mode and then the Host machine was shut down via the Power control mode.

The 127.0.0.1 IP address (or localhost) is a loopback address that points to the same Host machine. Could you please double-check if there are any other IP addresses or, perhaps, Internet-ID codes in the Host log?
In addition, you can also send us the log file to support@remoteutilities.com for examination.

Please note, that our program cannot be installed on its own. If it is installed on the system then someone or something installs it. We recommend that you run through the complete uninstall procedure described in this guide in order to get rid of the Host on the remote computer.

Hope that helps.

Hello Michael,

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. We're happy to assist.

Hello Woody,

Thank you for your message.

Could you please try reinstalling Viewer once again without removing anything from the app package? In addition, please also check the logs by running the Viewer via Terminal.

Hope that helps.

Hello James,

Thank you for the clarification.

Of course, please feel free to let us know if there are any updates on the issue.

In addition, I recommend that you try enabling the Use legacy capture mode feature in the Settings for Host menu -> Other tab and see if this helps to resolve the issue.

Please let us know if the issue persists.

Hello James,

Thank you for your message.

Could you please confirm that rebooting the remote Host machine resolved the issue?

In addition, here's a related troubleshooting guide that might be helpful when encountering similar issues.

Looking forward to your reply.