Pauline's community posts
Viewer unable to connect to remote hosts since moving to Virginmedia
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.
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.
IOS MAC host version?
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.
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.
Viewer unable to connect to remote hosts since moving to Virginmedia
Enter, Shift, Ctrl and Alt keys not working on connections
Enter, Shift, Ctrl and Alt keys not working on connections
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.
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.
Add support to mouse back/forward buttons
Passwords Paste in Windows 10 Logon Screen
Enter, Shift, Ctrl and Alt keys not working on connections
Black Host Monitor
Hello Ahmad,
Thank you for your message.
Could you please clarify if you have the Monitor Driver installed on the remote Host machine? It's required to be installed in order for the Blank the Host's screen feature to work properly.
If you're not sure about the monitor driver, you can double-check if the driver is displayed in the Windows device list:

If the driver is not installed on the remote Host machine yet, you can install it performing the following:
1. Open Settings for Host and navigate to the Driver tab.
2. Select Install:

3. Restart Host.
You can install the monitor driver during the Host installation as well by selecting the corresponding checkbox on the Installations Options step:

Hope that helps.
Thank you for your message.
Could you please clarify if you have the Monitor Driver installed on the remote Host machine? It's required to be installed in order for the Blank the Host's screen feature to work properly.
If you're not sure about the monitor driver, you can double-check if the driver is displayed in the Windows device list:
If the driver is not installed on the remote Host machine yet, you can install it performing the following:
1. Open Settings for Host and navigate to the Driver tab.
2. Select Install:
3. Restart Host.
You can install the monitor driver during the Host installation as well by selecting the corresponding checkbox on the Installations Options step:
Hope that helps.
Enter, Shift, Ctrl and Alt keys not working on connections
Hello Steve,
Sorry for the late reply.
Could you please if there is any antivirus software installed on the Viewer machine? Please double-check your antivirus software settings, and specifically add both Viewer and Host to its exceptions list (i.e. white list).
Also, please try resetting the Viewer configuration file in case if it was somehow corrupted by antivirus software.
In order to reset the Viewer settings please, do 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.
In addition, please try switching the keyboard input model to Unicode input in the Connection properties - Keyboard section and let us know if it solves the issue:

Looking forward to your reply.
Sorry for the late reply.
Could you please if there is any antivirus software installed on the Viewer machine? Please double-check your antivirus software settings, and specifically add both Viewer and Host to its exceptions list (i.e. white list).
Also, please try resetting the Viewer configuration file in case if it was somehow corrupted by antivirus software.
In order to reset the Viewer settings please, do 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.
In addition, please try switching the keyboard input model to Unicode input in the Connection properties - Keyboard section and let us know if it solves the issue:
Looking forward to your reply.