Pauline's community posts

Hello Michael,

Thank you for your details.

Please do the following:
1. Locate the folder C:\Program Files (x86)\Remote Utilities - Server and zip the entire folder.
2. Locate the folder C:\Users\Username\AppData\Roaming\Remote Utilities Files. Zip the entire folder.
3. Run Windows Registry Editor (regedit.exe), locate the registry key HKEY_LOCAL_MACHINE\SOFTWARE\Usoris\Remote Utilities\MiniInternetId, right click on the key and sel ect Export. Save the .reg file.
4. In the Windows Registry Editor navigate to the key HKEY_LOCAL_MACHINE\SOFTWARE\Usoris\Remote Utilities Host. Right click on the key and select Export. Save the .reg file.
5. Please send 2 zipped folders and 2 registry keys fr om the steps above to support@remote-utilities.com. We will examine the files to figure out the issue.
6. Then please change your credentials for security reasons.

Looking forward to your reply.

Hello Rob,

Thank you for your message.

Yes, you can automatically sync an address book among multiple Viewers using RU Server as a central hub.
Please refer to this guide on setting up address book sync: https://www.remoteutilities.com/support/docs/setting-up-sync-server/

Hope that helps.

Hello Michael,

Thank you.

We will examine your log files and get back to you soon.

Hello Michael,

Could you please send us the Host and the Viewer logs for examination? Here is how to locate the Host logs and the Viewer logs.
You can send them to support@remote-utilities.com

Also, please try disabling the Pin Code feature on the Server's side.
To disable the Pin Code feature please follow these steps:
1. Open the Server Configuration window and navigate to the tab Communication
2. Deselect the PIN Code checkbox:


If the issue still persists I recommend that you perform a complete uninstalling of the Host, the Viewer and the Server. Then re-install the Host, the Viewer and the Server with default parameters and set up the Server following this guide: https://www.remoteutilities.com/support/docs/setting-up-auth-server/

Hope that helps.

Hello Michael,

Thank you for your message.

I recommend that you update to the latest version of Remote Utilities and then see if the issue persists.
The latest version is 6.10.5.0 and it's available for download here.

If the issue persists even after you updated the program, feel free to send us the log files for examination. Here is how to locate the logs: https://www.remoteutilities.com/support/docs/logging/

Hope that helps.

Hello Dean,

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

Please let me know if the problem persists.

Hello Dean,

Thank you.

We will examine the logs and get back to you soon.

Hello Dean,

Thank you for your message.

Could you please send us the Host logs to support@remote-utilities.com? The Host keeps its logs in this location: C:\Program Files (x86)\Remote Utilities - Host\Logs\

have been for some time with various versions

May I ask - what version of Remote Utilities are you using?

Looking forward to your reply.

Hello,

I'm glad to hear it worked for you!

Don't hesitate to post another message if you have any questions

Hello John,

Thank you, we will examine your logs and get back to you.

Could you please clarify if you use the RDP-over-ID feature?
If this is the case, please consider using the Full Control and View mode. Or you can connect to a remote PC directly using RDP through VPN.

In some cases, there might be connection drop issues when using the RDP-over-ID feature. This is a known issue and we will be fixing this issue in the future, but unfortunately, no ETA can be given yet.

Hope that helps.