Pauline's community posts

Hello John,

Thank you for the details.

I’ll forward this issue to our developers to see if they’re able to provide any input on it and we’re able to reproduce the issue in our environment.

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

Hello,

Thank you for the provided files.

I’ll forward the issue to our development department to see if they’re able to provide any input.

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

Hello John,

Thank you for the clarification.

Could you please answer a couple more questions:
1. Does the same apply to both “admin”/“Johns” accounts when using Full Control connection mode as well?
2. Does this occur for only one specific folder or were you able to reproduce it for multiple directories in the Registry Editor?

Looking forward to your reply.

Hello John,

Thank you for your message.

Could you please clarify if you’re running Viewer as administrator? Are you able to see this folder if you open the Registry Editor directly on the Host machine (either physically or via Full Control connection mode)?

Looking forward to your reply.

Hello,

Thank you for the clarification.

In this case, can you please export the Windows System Events logs following this guide. Please make sure that the logs include the time period of when you’ve experienced RU Server crashing. You can send the log file to support@remoteutilities.com.

Looking forward to your reply.

Hello,

Could you please clarify if RU Server worked on the same VM prior to updating it to version 3.3.5.0? If yes, then could you please double-check that the system running on your VM is a 64-bit OS as it's mentioned in the System Requirements on this page?

Looking forward to your reply.

Hello Trent,

I’m glad to hear we were able to help and it works for you now!

Please feel free to let us know if you have any questions.

Hello,

Thank you for your message.

In this case, could you please send us the latest RU Server log files for a review? You can send the files to support@remoteutilities.com.

Looking forward to your reply .

Hello Sebastian,

Thank you for your message.

Slow connection might be caused by multiple factors, for example, version mismatch or even antivirus software activity. Before we proceed to further troubleshooting, please see if any of the solutions listed in this guide help to resolve the issue.
In addition, please make sure to add Remote Utilities (both Host and Viewer) to the exceptions list of any antivirus/firewall software you might have installed - you can follow this guide to do so.

Let us know if this works for you.

Hello Keith,

Thank you for your message.

We've previously had a similar issue that was already fixed in one of the recent updates. Would you be able to provide us some screenshots that demonstrate the issue (preferably, without the AquaSnap software in use)? You can send the screenshots to support@remoteutilities.com for privacy (obviously, please feel free to blank out any sensitive information).

Looking forward to your reply.