Pauline's community posts

Hello,

Thank you for your message.

Could you please clarify a few of the keyboard shortcuts that you are experiencing the issue with? There are few keyboard shortcuts that can be used when in Full Control and View mode:

• Ctrl+Alt+F12 — Send a Ctrl+Alt+Del command to the remote PC
  
• F12 — toggle view modes (Normal, Stretch etc.)
  
• Ctrl + F12 — show connection properties
  
• Alt + Pause — put the current session on hold
  
• Alt + F4 — close the Full Control window
  

These hotkeys can also be customized in the Viewer Options. In order to access Viewer Options, in the main Viewer window select the Tools tab and click Options on the ribbon toolbar:


Hope that helps.

Hello,

Thank you for your message.

Could you please clarify if I'm right in assuming that you use the Windows security authorization method in order to establish an Internet-ID connection to the remote Host?
If this is the case, please double-check that you have set required permissions and added Windows users in the Host settings as described in this guide on setting up the Windows security authorization method.
In addition, please clarify which authorization method is selected in the Connection properties - Authorization tab on the Viewer's side:


And last but not least, please double-check that the credentials you're entering in order to login to the remote Host are the same credentials that are set in the Host settings - namely, that you enter the correct Windows username and the password that is usually used for this Windows user to login on the Host machine (please note, that perhaps it's not the same password that was set as a Single password for the Host).

Hope that helps.

Hello Eric,

Thank you for your patience.

This is to inform you that we released the updated Beta of the Viewer for Mac where we implemented the Send Ctrl+Alt+Del feature along with the advanced mouse scroll and displaying remote cursor shape.
A full list of features that are already implemented or will be implemented in future updates is available here.

Hope that helps.

Hello,

Thank you for the clarification.

If a red icon means it's connected - I realised the password window doesn't come up at all - does that indicate anything?

Usually, in case if the Viewer asks for the password, it means that there are no issues with the connectivity. But, in this case, as it was mentioned above, the remote PC runs 24/7, so it might simply mean that the Viewer is already authorized on the remote Host and, therefore, there is no need to enter the credentials.

I'll send over in a day or two.

Of course, feel free to send us the logs anytime.

Looking forward to your reply.

Hello Mike,

Thank you for the provided information.

I've forwarded it along with the log file we received to our developers.

I'll keep you updated.

Hello Pete,

Thank you for the clarification.

I have forwarded the issue to our development department to see if there's anything we can do in order to fix the issue.

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

Hello everyone,

Thank you for your patience.

We prepared a test version of an updated Viewer in order to fix the issue: https://www.remoteutilities.com/test/viewer_2019-12-20.zip
Please replace the existing Viewer .exe file in the Viewer installation folder (by default it's C:\Program Files\Remote Utilities - Viewer\) to the .exe file above and run it as administrator. Then please try connecting to the remote Host machine, press the left CTRL key for a few times and close the Viewer.

In the Viewer installation folder, the Logs catalog will appear that will contain a log file. Please send it to us to support@remoteutilities.com.

In addition, when running the Viewer as administrator, see if there is any difference and if the issue still persists.
Also, when sending us the log files, please attach the information on the configuration of the machine where the Viewer is running.

Looking forward to your reply.

Hello,

Thank you for the clarification.

Red Host icon in the system tray means that there's currently an active remote session in progress.

Please try referring to this KB troubleshooting guide and see if any of the solutions that are listed in the article help to resolve the issue.
If none of the solutions helped and the issue still persists, please send us the Host log files for examination. The Host logs are located in the following location: C:\Program Files (x86)\Remote Utilities - Host\Logs\
In addition, please send us the Viewer connection logs as well. Here's a guide on how to enable the connection log.
Please send the log files to support@remoteutilities.com.

Looking forward to your reply.

Hello Mike and J,

Thank you for all the provided details.

I have forwarded the issue to our developers. We will look into it and see if we can do anything to fix the issue. Sorry for the inconvenience.

I will keep you updated.

Hello Mike,

Thank you for the clarification.

I have forwarded the issue to our development department and asked for their input on the issue.
In addition, could you please clarify if there's any firewall/antivirus software installed on the remote Host machines where the issue occurs?

I will get back to you with an update soon.