Pauline's community posts

Hello Edward,

Thank you for your message.

Could you please try fully uninstalling Host following this guide? After uninstalling, please restart you Host machine, reinstall Host from scratch and make sure to add your Host installation folder to the exception list of your antivirus software as described on this page.

Let us know if this works for you or if the issue persists.

Hello Anthony,

Thank you for your message.

Could you please let me know if you’ve tried listing the IPv6 port values in the Port Manager window (in fields where you have the port 5655 on the screenshot)? This is where you typically set up a custom port for your RU Server. If you haven’t tried that yet, please try doing so and see if this helps.

Let us know if this works for you.

Hello Edwin,

Thank you for your message.

You can try updating your Host via the Remote Install Tool feature. You can use a vanilla msi file downloaded from our website here.

Let us know if this works for you.

Hello Jim,

Thank you for your message.

Please double-check if you have the Blank the host's screen option enabled in the Connection properties -> Additional properties tab. Try disabling the option, and reconnecting to your remote machine.

Hope that helps.

Hello Anthony,

Thank you for your patience and apologies for the delay.

Could you please send us a screenshot of your Server's Port Manager window?

Looking forward to your reply.

Hello Gaz,

Thank you for your message.

Please make sure to add Remote Utilities to the exception list of any antivirus software you may have on the Host machine where the issue occurs. You can follow this guide to do so.
If Host installation folder was previously added to the exception list but the issue still persists, please send us the latest Host log file for examination. You can send it to support@remoteutilities.com.

Hope that helps.

Hello Markus,

Thank you for your message.

Unfortunately, I wasn’t able to edit your first message, so I hid it from the forum instead, so it’s not publicly available and only visible to you.

Let us know if the issue persists or if you have  more questions.

Hello Markus,

Thank you for your message.

Please make sure that your graphics card driver is already updated to the most recent version available. In addition, please make sure that the remote Host machine was restarted after enabling the Legacy Capture mode feature in order for the changes to be applied.
Last but not least, please try the solutions listed in this troubleshooting guide and see if any of them might help to resolve the issue.

Let us know if this helps.

Hello Arthur,

Thank you for your message.

Unfortunately, Remote Utilities doesn’t provide this functionality as of yet. You can merge two address books together following this tutorial, however, please note that it will simply merge entries without checking them for duplicates. Sorry for the inconvenience.

Let us know if you have other questions.

Hello Ole,

Thank you for your message.

Please make sure that your Agent, Viewer and RU Server are all updated to the most recent version 7.2.2.0 (version 3.3.5.0 for RU Server).
In addition, please try the solutions suggested in this troubleshooting guide and see if any of them might help to resolve the issue.

Let us know if the issue persists.