Pauline's community posts

Hello Colin,

The host on the remote PC was updated to your latest a few days ago to v6.10.9.0

Could you please clarify what versions of the Viewer/Host are used? The latest version is 6.10.10.0 and it was released on July 2, 2019. It's available for the download here.
If the older versions of the RU are used or if there's a version mismatch between Viewer and Host - please try updating both Viewer and Host and let me know if the issue persists.

Looking forward to your reply.

Hello Gabriel,

Thank you for your suggestions.

The end point receives a message stating COMPUTERNAME (IP ADDRESS) has connected, it would be nice if it showed also the username.

We plan to implement a similar feature at some point in the future, but, unfortunately, I cannot give you any ETA.

When you start typing to search, the results show the first characters of the computer name highlighted instead of the whole computer name with just the typed characters highlighted.

If you search for the connection in the address book, the whole computer name with just the typed characters highlighted is displayed in the search results as it's shown on the screenshot:

If you mean anything else, could you please elaborate a bit more on the question?

The icons on the upper bar while you have selected a computer don't work, if you click on them you seen at the bottom the action (i.e. Remote Registry, Send message) but nothing happens, you need to right click on the computer and choose the action.

Thank you.
I will forward your suggestions to our team and we'll see what we can do.

Hello Colin,

Thank you for your message.

Please try deleting the Viewer configuration file (config_4.xml) which you may find in the %appdata%\Remote Utilities Files\ folder.
This will reset the Viewer settings/options and might fix the issue. Your address books won't be affected by this action.

Hope that helps.

Hello Mohamed,

Thank you for your message.

Unfortunately, the custom text/html/image option has been discontinued. The related controls in the Full Control window were left by accident, but we will remove it from the Viewer interface as soon as possible.  

I am sorry if this made the program less useful for you.

Hello David,

Thank you for your kind words.

I'm glad to hear it worked for you!

Please don't hesitate to post another message if you need assistance.

Hello Daniel,

Thank you for the clarification.

Unfortunately, we couldn't reproduce the issue. I forwarded this question to our developers to see if they can provide any input.

I'll get back to you soon with an answer.

Hello David,

Thank you for your message.

Could you please clarify if you can still see/refresh remote screen previews on the thumbnails in the Viewer address book even if you close the remote computer lid?

If this is the case, please try enabling the Use legacy capture mode feature in the Settings for Host -General - Other tab:


Let me know if the problem persists.

Hello Jonathan,

Thank you for the clarification.

Could you please send us the mobile Viewer logs for examination? You can send them to support@remote-utilities.com
We will try to reproduce the issue and get back to you soon.

Thank you.

Hello Jonathan,

Thank you for your message.

Am I right in assuming that the issue occurs when using mobile Viewer? If this is the case, could you please clarify what device do you use?

Looking forward to your reply.

Hello Daniel,

Thank you for your message.

Could you please clarify if the issue occurs when cycling through windows on the remote PC or on the local PC?  Also, it would be helpful if you could send us a short video. You can send it to support@remoteutilities.com.

Looking forward to your reply.