Pauline's community posts

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.

Hello Mike,

Thank you for your message.

Could you please clarify if I'm right in assuming that the issue occurred after the same Windows updates mentioned above were installed on the remote Host machines?

Looking forward to your reply.

Hello Eric,

I apologize for the misleading previous reply, I didn't realize that the question was about Mac/Linux Viewer.

Unfortunately, there is no such feature in Beta 1 yet, as it has limited functionality. However, the Send Ctrl+Alt+Delete feature will be implemented at subsequent stages (such as beta 2, beta 3 etc.) or the final release.

Sorry for the inconvenience.

Hello Eric,

Thank you for your message.

Please try using the Send Ctrl + Alt + Del button on the toolbar in the Full Control and View mode to send the Ctrl+Alt+Del key combination to a remote PC:


Hope that helps.

Hello J,

Thank you for your contribution.

We, in turn, will try to reproduce the issue and see if it's somehow connected with the Microsoft Office "Click-to-Run Update Support" process.

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

Hello Alex,

Thank you for your message.

We will try to reproduce the issue to see if there's anything we can do to fix it. Could you please also check if the issue occurs on some other machine where the Windows update is not installed yet if it's possible?

In addition, please try the workaround suggested by J Mo in the message above and see if it helps to resolve the issue.

Looking forward to your reply.

Hello,

Thank you for your message.

Could you please clarify if the remote Host machine stays on after the Host was restarted and the connection to the machine was successfully established? Or if the remote machine is off, for example, at nights?

Also, could you please check if the Host's Startup mode is set to Auto or Manual? In order to check it, please right-click on the Host icon in the system tray and select Settings for Host, then navigate to the Service state tab:

If the Startup mode is set to Manual, please try switching it to Auto.

In addition, please double-check if the Host service is running on the remote Host machine when the issue occurs?


If the Host service is not running on the remote machine at the moment when the issue occurs, please try referring to this troubleshooting guide before we can proceed to further troubleshooting.

Please let me know if the issue persists.