Pauline's community posts

Hello Hussain,

Thank you for the clarification.

I'll forward the issue to our developers for a review so that we can try and reproduce it in our environment.

I'll let you know if there are any updates on this.

Hello Hussain,

Thank you for your message.

Do you mean that the Screen Recording process re-writes the existing screen recordings from a previous day when the remote Host machine is not restarted, but hibernated instead? If this is the case, I'll forward the issue to our developers to see if we're able to reproduce this in our environment and, if so, implement a fix for this behavior in our future updates.

Let us know if you have more questions.

Hello Jesus,

Thank you for your message.

Please note that this notification banner is persistent and cannot be hidden or disabled. However, the banner is only displayed when you connect to a remote Host using Viewer registered with a free license key or in trial mode and use Internet-ID connection. Unfortunately we had to implement this banner as an additional security measure against malicious use of the software.
Currently the message can only be removed when connecting to a remote Host via Direct connection or from a Viewer registered with any commercial license (including Starter, Mini, Endpoint and Pro licenses).

Hope that helps.

Hello David,

Thank you for your message.

Yes, of course, you can register your second computer with the same MINI license key (especially if you use only one of them at a time) since we don't restrict license keys to a specific workstation. Here's a related page from our KB as well.

Let us know if you have more questions.

Hello Jeff,

Thank you for your message.

Please note that Viewer for Mac/Linux is currently in beta testing, so some of the features or functionality might be limited. Unfortunately, file transfer functionality is not supported for Viewer for Mac/Linux yet. You can find the whole list of currently available features on this page. Sorry for the inconvenience.

Let us know if you have other questions.

Hello Brad,

Would a headless adapter with a passthrough on the two monitors that drop out when power is physically removed from all the monitors help?

Yes, according to the messages from Christer above, this looks like a workaround that should work. However, in the meantime, I’ll forward the issue to our developers for a review, to see if we’re able to reproduce it in our environment and, if yes, to implement a fix for this issue.

Please let us know if you have more questions.

Hello Brad,

Thank you for your message.

Could you please let us know if you've restarted Host after enabling the Legacy Capture mode in the Host Settings? Do the remote monitors have their own graphics cards?

Looking forward to your reply.

Hello John,

Thank you for your message.

Do you mean the Advanced Hint Window? If so, unfortunately, it's not yet possible to adjust the size of the preview window. However, I'll forward your request to our developers for a review to see if we're able to add this feature in the future updates. Sorry for the inconvenience.

Let us know if you have other questions.

Hello Colin,

Thank you for your message.

Yes, this issue might be caused by Windows Security activity. Please try fully uninstalling Remote Utilities as described here. Then reinstall software and make sure to add the installation folders to the exception list as described here before launching it for the first time.

Hope that helps.

Hello Brian,

Thank you for your message.

Could you please clarify if your using a local address book or if it's a synced address book you're using via your custom RU Server and the address book sync feature?

Looking forward to your reply.