Pauline's community posts

Hello Spencer,

Thank you for your message.

Could you please clarify if you're getting the "Viewer was banned" error as well or if you mean just the Host going offline issue that was described in the very first post?

In addition, before we proceed to further troubleshooting, please try referring to this troubleshooting guide and see if any of the solutions that are listed there helps to resolve the issue.

Looking forward to your reply.

Hello Rachel,

Thank you for your message.

We are currently working on the Viewer for Mac. We hope to release it by the end of the year. Host/Agent for Mac will be released soon after the Viewer. As for the Linux version - since the code base for Linux is almost the same as it's for Mac, there might be a good chance that Linux versions will be released at the same time as Mac versions. Unfortunately, we cannot provide any more specific ETA yet.

Please let us know if you have other questions.

Hello Tom,

Thank you for your message.

Is there an update on when the RU Viewer for Mac will be ready.

We do our best to release the Viewer for Mac as soon as possible. As for now, the Mac Viewer is in development and we hope to release it by the end of the year. Unfortunately, we cannot provide a more specific ETA yet.

Dont mind waiting a little longer for the Host/Agent as most machines would be Windows based anyway that I would use, but the viewer for Mac would be nice to see now.

Of course, Viewer for Mac is indeed among our highest priorities right now, and Host/Agent for Mac will be released soon after the Viewer.

Please let us know if you have more questions.

Hello Matt,

Thank you for your message.

I'm glad to hear you've figured out the issue! You are right, you can assign the hotkeys that will work best for you. Hotkeys can be reassigned in the Viewer Options. For the full list of hotkeys that could be reassigned is available here.

Please do not hesitate to post another message if you have more questions.

Hello Goran,

Thank you for your message.

Could you please clarify if you mean hiding the Host icon from the system tray? If this is the case, hiding the Host icon from the system tray is no longer possible for security reasons. We discontinued this feature since version 6.3.0.4 as this feature caused a lot of trouble with antivirus software.

However, if you don’t want the remote user to stop or restart the Host, please try enabling the Hide "Stop Host" and "Restart Host" menu items option in the Host settings, on the Interface tab:


Hope that helps.

Hello Ian,

Thank you for the clarification.

I checked with our developers on the issue. It's probably caused by the antivirus software activity. Please try installing the Viewer on another machine (preferably, a machine without the antivirus software that you've mentioned installed) and see if the issue persists during connection.

Please let us know if the issue persists.

Hello Jeff,

I understand your confusion.

Please note that, according to the forum rules, administrators and moderators reserve the right to edit, move, close or delete threads and posts that do not comply with the forum rules. In all cases, the decision of the administration is final.

However, we would be happy to provide support regarding any other Remote Utilities related questions that you might have. Here's a link to our Support Policy that might be helpful.

Hope that helps.

Hello Ian,

Thank you for your message.

Could you please clarify if you are able to try installing the Viewer to another machine and see if the issue occurs there as well? This would help to isolate the issue first, as it might be caused by external factors that might be specific to a certain machine, such as antivirus software activity.

If the issue only occurs on this specific Viewer PC, please check your antivirus software settings, and specifically add both Viewer and Host to its exceptions list (white list).

Also, please try resetting the Viewer configuration file that perhaps was somehow corrupted by antivirus software.
Please, try 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.
This will reset the Viewer settings. Your address books won't be affected by this action. However, you might need to register the Viewer with your license key again.
4. Run the Viewer and see the issue still persists.

Hope that helps.

Hello Jeff,

Thank you for your message.

Unfortunately, we had to delete your message, since it contained a link to third-party software and this is not allowed on our forum as well as any competitor links and product names. For more information please refer to our forum rules. Any messages that contain such information will be deleted from the forum thread.

Please let us know if you have other questions.

Hello Claudio,

Thank you for the clarification.

In this case, could you please send us the entire Host log file for examination? Here is how to locate the Host logs: https://www.remoteutilities.com/support/docs/host-log/
Also, please attach the Server log files. Server logging is enabled by default, here's how to locate them:  https://www.remoteutilities.com/support/docs/server-log/
Please send the log files to support@remote-utilities.com.

Looking forward to your reply.