Pauline's community posts

Hello Marlin,

Thank you for your message.

Could you please clarify if you don't receive an email with a free license key? Or if you do receive the email and nothing happens when you try to register the key in the License Key Storage?

Looking forward to your reply.

Hello Gururek,

Thank you for the clarification.

Could you please send us the Host logs for examination? Here is how to locate the Host logs: https://www.remoteutilities.com/support/docs/host-log/
You can send them to support@remote-utilities.com

Looking forward to your reply.

Hello David,

Thank you for your message.

Before we proceed troubleshooting, please try following this guide: https://www.remoteutilities.com/support/kb/ctrl-alt-del-is-not-sent-to-the-remote-pc/

Please let us know if the issue persists.

Hello Dimitris,

I'm glad to hear you figured out the issue.

Please don't hesitate to post another message if you have more questions.

Hello Rob,

Thank you for your message.

Is there a way, without changing the settings of the host to zoom in and zoom out? For example, if the host monitor is HUGE, I want to be able to zoom out so that I can see the full desktop without changing the host resolution properties

Sure, there is a way to adjust the Host monitor size. To do so, click the Menu on the toolbar and sel ect the Stretch view mode. The remote screen will be shrunk to fit your monitor.

How about rebooting into Safe Mode with Network Support?

You can enable this feature when connecting in the Power Control mode. To enable the feature please do the following:
1. On the General tab select Power Control and double-click on a connection or right-click on the connection icon and select Power Control fr om the menu.
2. The Power Control window will open. Select the Restart in Safe Mode with networking option:

Here's a related Documentation article: https://www.remoteutilities.com/support/docs/power-control/


Hope that helps.

Hello Ashley,

Thank you.

I'm afraid that the only solution here would be to completely uninstall the Host and then to install it from scratch.

I am sorry for any inconvenience.

Hello Ashley,

Thank you for your message.

Am I right in assuming that the installation directory is empty as if the Host was uninstalled?
Do you still have the connection in the address book in the Viewer? If yes - please try installing the Host using the Remote Install tool: https://www.remoteutilities.com/support/docs/remote-install-tool/

Looking forward to your reply.

Hello Dimitris,

Thank you for your message.

the saved credentials in the Viewer are not used. The username and password are saved in the Viewer beforehand.

Please try not to fill in the logon credentials on the RDP tab in the Host's Connection properties.

a command prompt opens asking for a password, where cmdkey.exe is involved.

cmdkey.exe is a part of the Windows OS and it's safe to use: https://docs.microsoft.com/en-us/windows-server/administration/windows-commands/cmdkey

Hope that helps.

Hello Roel,

Thank you for your message.

Please try using the Remote Install tool as a workaround and an alternative to Simple update. In this tool, the upgrade process uses a slightly different approach, so it should help override the problem with the restart manager.
The update issue was fixed in the current version 6.10.5.0, but unfortunately, it will not work retrospectively. The new process will start to apply when updating Hosts version 6.10.5.0 (i.e. the now current version) and later.

Hope that helps.

Hello Ashley and Roel,

This is a known issue and this is not an issue specifically with the simple update. For some reason, Windows Restart Manager (which may act as part of the msi installation procedure) fails to restart Remote Utilities Host service after the update.

We couldn't figure out exactly why this happens - there were few customers who reported this and we couldn't find a pattern, the issue happened quite randomly. We decided that we would rather completely re-write the update process to make sure the updater takes complete control over the process instead of delegating it to Microsoft's msiexec and the system. So we implemented this change in the current version (6.10.5.0).  

This fix has one downside though - unfortunately, it will not work retrospectively. The new process will start to apply when updating Hosts version 6.10.5.0 (i.e. the now current version) and later.

As a workaround and an alternative to simple update, you can use the Remote Install tool. In this tool, the upgrade process uses a slightly different approach, so it should help override the problem with the restart manager.

You will need a Host msi installer to "feed" into the tool. You can download it here https://www.remoteutilities.com/download/host6.10.msi

Hope that helps.