Pauline's community posts

Hello,

Thank you for your message.

Unfortunately, we couldn't reproduce the issue - Drag and drop works well both ways: from a local Viewer machine to a remote Host, and vise versa.

Could you please clarify if you use the Direct connection or the Internet-ID connection? Depending on a connection, a slight delay might be needed for the Drag and Drop to work. Please try waiting for a couple more seconds before dropping the file.

In addition, could you please verify that you have the latest version of Remote Utilities installed (the latest version as of this writing is 6.10.10.0)?  

Looking forward to your reply.

Hello Steve,

Thank you for your patience.

I checked with our developers on the issue - unfortunately, it's hard to tell what software exactly might be causing the issue as it is related to the keyboard capture method.

The issue might be indeed caused by some pre-installed Dell software. Could you please refer to the Dell support service with the same detailed description of the problem? Hopefully, they can point to something that might be causing it.

Sorry for the inconvenience.

Hello Paul,

It seems like the Viewer configuration file was somehow corrupted and now might be causing the issue. Please try resetting the Viewer settings by performing 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 (or you might rename the file and move it to another folder in case if you need to restore it later).
This will reset the Viewer settings. Your address books won't be affected by this action.
4. Run the Viewer and see if the issue persists. Please note, that you will need to register it with your license key again.

Please let me know if this worked.

Hello Rob,

Thank you for your message.

Unfortunately,  we still do not have any specific ETA on the Mac version for Host. However, we do plan to release it soon after the Viewer for Mac, which is expected by the end of the year. Sorry to keep you waiting!

Please let me know if you have other questions.

Hello Paul,

Thank you for the clarification.

Please try pinging id.remoteutilities.com in the command line and see if you receive any response.

Looking forward to your reply.

Hello Steve,

Thank you for the provided details.

I will forward the issue along with the list of the software you have provided to our developers and ask for their input. Sorry for the inconvenience.

I’ll get back to you with their reply soon.

Hello Steve,

Thank you for your patience.

Could you please specify the exact model of your laptop and the list of third-party software that you have installed on it? You can send the list to support@remoteutilities.com.

In addition, here's a related community thread.One of the users in the thread managed to resolve the issue by uninstalling one of the 2 Office 365 versions that were installed on their machine and by changing their firewall settings for the internet sharing mode from a public to a private network. Maybe this thread could be helpful.

Looking forward to your reply.

Hello Jukk,

Thank you for your suggestion.

We will add the extra buttons support to our wishlist and implement it in our future updates.

Please let us know if you have other questions.

Hello Bart,

We have reviewed the feature suggestion and added it to our wish list. We will implement it in our future updates, perhaps, in the nearest ones.

Please do not hesitate to contact us if you have more questions.

Hello Steve,

Thank you for the clarification and the provided details.

I will forward the issue to our developers to see if there's anything we can do to fix it.

Sorry for the inconvenience. I'll keep you updated.