Pauline's community posts

Hello Max,

Thank you for your feedback.

It would be better if the viewer could update hosts to 6.12 instead of 6.10.10. You're going to get less beta testing if you need to manually update it out of band on the host directly instead of remotely.

Actually, it is possible to update Hosts remotely via Viewer. In order to do this, please consider using the Advanced update method via the Remote Install Tool as described in this tutorial. You only need to download the latest Host .msi package, i.e. in this case, the 6.12.1.0 (Beta 1) version and then sel ect it within the Remote Install Tool window:

when I click into a Viewer session, the initial mouse click is several inches to the left of where I click, and its super frustrating when you go to click into a window and your click takes effect somewhere else on the screen, taking the main window out of focus.

Could you please let me know what options are selected for the cursor in the Connection properties -> the Cursor tab?

I just did a host upgrade over RDP from 6.10.10 to 6.12.1. It was in the process of installing, I walked away and when I came back, the final screen saying the installation was finished was 90% off the screen and needed to be dragged back to the center of the screen.

Could you please also let me know if it's possible to check if the issue re-occurs when updating another remote Host via RDP or Remote Install Tool as described above? I've just tried updating Host both ways and, unfortunately, couldn't reproduce the issue - the installation window did not move fr om its initial place.

Looking forward to your reply.

Hello Russ,

Thank you for the clarification.

Could you please let us know if you have the Auto or Windows Security selected as an authorization method in the Connection properties -> Authorization tab?


If it's set to Windows Security could you please also try setting the authorization method to Auto and see if it works this way?

In addition, please let us know if you use Remote Utilities in English or if you use it in any other language?

Looking forward to your reply.

Hello,

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

Please let us know if you have more questions.

Hello Glen,

Thank you for your suggestion.

I'll forward it to our development department to see if this can be implemented in our future updates.

However, please note that it's already possible to see currently active connections if you use RU Server: the Active tab of the Admin Console window displays all Viewers and Hosts that are currently using this server for a remote session. For more information please refer to this page.

Please let us know if you have other questions.

Hello Stephanus,

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

Please feel free to contact us if you have more questions.

Hello Stephanus,

Thank you for your message.

Please try enabling the Use legacy capture mode feature and see if it helps to resolve the issue. To enable the feature please do the following:
1. Right-click the Host icon in the system tray and select Settings for Host.
2. Navigate to the Other tab and enable the Use legacy capture mode checkbox.
3. Right-click on the Host icon in the system tray and select Restart Host or simply restart the Host PC.

In addition, please try changing the Display orientation value on the remote Host machine. This setting can be found in the Display settings menu:


Please let us know if this worked for you.

Hello Alan,

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

However, we plan to implement a feature that will allow a user to show the primary monitor by default upon connecting to a remote Host machine. It will be implemented in our future updates, but, unfortunately, there's no specific ETA on the feature yet.

Please let us know if you have more questions.

Hello Jesse,

Thank you for your suggestion.

We already have this feature in our wishlist among a few other features related to the multiple monitor use, so we will implement it in our future updates. Unfortunately, we cannot provide any ETA on the feature yet, sorry for the inconvenience.

Please let us know if you have more questions.

Hello,

Thank you for your message.

1) Can I use my 1 free Viewer license on 3 different computers? If yes, how do I do that?

Sure, even if you use the free license, you are not restricted to a specific workstation given that you're the only tech. This means that you can install this license on any number of computers so long as there's only one tech working with the license at a given moment, e.g. you can install and register the Viewer on your home PC, your laptop and your office PC and work from any of those workstations — one at a time. For more information, please refer to this KB article.
However, please note, that with the free license you only can add up to 10 records in your address book with which you can actively work, including concurrent use (i.e. connect to a few remote Host from your Viewer).
To register the Viewer with the free license key, please follow this tutorial. Other program modules such as Host, Agent, and RU Server do not require registration.

3) If (somehow) I have the Viewer installed on 3 computers, how do I get my Hosts on each Viewer? And how do I keep them in sync if I add or remove a host?

There are a few ways to sync address books on a few different Viewers:

1. You can manually export and import the address books. Please note, that while using this method, when you upd ate one copy, the other copy is not upd ated. Manual export/import can be used when you have few records in your address book or when you don't update records often.

2. You can se t up the address books to sync automatically through a shared resource, such as a Dropbox or OneDrive folder. This method would suit you if you're the only person who works with the software. To se t up the address book sync via shared resource, please refer to this tutorial.

3. You might also consider using the Portable Viewer as an alternative to the installable version, as it's easier than installing Viewer on each workstation and setting up a shared address book. In this case, you simply need to create your address book in the Viewer (Portable Viewer stores its all files in a single folder that you can take with you anywhere). Then you can copy the entire portable Viewer folder to Dropbox and run the Viewer executable (rutview.exe) from there on each workstation you work from. For more information on the Portable Viewer please refer to this Documentation page.

Hope that helps.

Hello Konrád,

Thank you for the update. I'm glad to hear you've figured out the issue!

Please feel free to contact us if you have more questions.