Pauline's community posts

Hello Basil,

Thank you for your message.

Please enabling the Use legacy capture mode feature in the Host Settings -> Other tab and see if this helps to resolve the issue. After enabling the feature please make sure to restart Host to apply changes.

Hope that helps.

Hello Allan,

Thank you for the provided logs.

I will forward the issue along with the log files to our developers to see if they can provide any feedback on this.

I’ll get back to you with an update on this shortly.

Hello Tony,

Thank you for your message.

You can change the port to a preferred one when using Direct Connection or Internet-ID Connection via self-hosted RU Server. Please note that in case if you want to use Direct Connection when connecting to a remote Host located outside of your network, you might need to set up some port forwarding rules as described here.

Let us know if you have more questions.

Hello Allan,

Thank you for your message.

Could you please send us the latest Host log file for the Host in question? We will examine the logs to see if there’s something that might point to what’s causing this issue. You can locate the Host logs in the following folder: C:\ProgramData\Remote Utilities\Logs. You can send the logs to support@remoteutilities.com.

Looking forward to your reply.

Hello Jim,

In this case, could you please enable the Viewer log on your Windows 11 machine and try connecting to the Linux Agent once again. If the issue still persists, please send us the Viewer log for examination. You can send it to support@remoteutilities.com.

Looking forward to your reply.

Hello Jim,

Thank you for your message.

Could you please try deleting your Linux Agent fully and downloading the latest Agent file on this page to see if this helps to resolve the issue? In addition, please also try deleting the connection in your address book and creating a new connection for Agent from scratch and see if the issue persists.

Hope that helps.

Hello Christer,

Thank you for your message.

Please try adding your Host as well as RU Server installation folders to the exception list of any antivirus software you may have installed on your Host and RU Server machines as described this page.
If you’ve already done that, please also try the solutions suggested in this guide.

Let us know if the above doesn’t help and the issue persists.

Hello John,

Thank you for your message.

Deleting the old configuration file has simply reset your Viewer settings, so this is why your new configuration file might be less in size. Please feel free to let us know if the issue persists.

Hope that helps.

Hello,

Thank you for your message.

Could you please clarify if the hotkeys are used in some specific software or are these just Windows hotkeys you’d like to use? Please note that you can fine the full list of hotkeys supported by Remote Utilities on this page.

Looking forward to your reply.

Hello Stephen,

Thank you for your message.

Could you please let us know what authentication method you’re using when connecting to your Host? Do you have multiple authentication methods enabled for this Host?

Looking forward to your reply.