Pauline's community posts

Hello Jorge,

Thank you for your message.

Please note that when using the custom installation package, the email with the Internet-ID code and encrypted credentials will be only created if there is no traces of previous Host installation on the computer. In order to avoid this issue, please make sure to enable the following checkbox when Configuring Internet-ID settings:
When updating existing Hosts, overwrite their Internet-ID code with the generated code
This checkbox will ensure that, even if there is an existing Host installation on the computer, the installer will update its settings and overwrite its Internet-ID code to a new one which will be sent to your email address.

Alternatively, you can also fully uninstall Host following this guide prior to launching the custom installation package - this will remove any remaining traces (such as settings) of previous Host and a new code will be generated during the installation.

also another question, when i block the screen of host pc it can see the mouse moving all the way on the screen if i move from viewer pc, is there a way to hide the cursor or its normal to be like this?

Unfortunately, for now this is expected behavior which is connected to the screen-locking mechanism and how it works. However, our developers are aware of this behavior and are looking into how we can possibly minimize/eliminate it in our future updates. Sorry for the inconvenience.

Hope that helps.

Hello Guillermo,

Thank you for your message.

Could you please clarify if you’re able to launch the installation file by double-clicking it or by selecting the file and hitting the Enter key on your keyboard?

Looking forward to your reply.

Hello Martin,

Thank you for your message.

This is normal for previous version to be uninstalled during the update process. However, the service should also be automatically reinstalled during the update process. Perhaps, something might be preventing Host from updating correctly. Please try adding the Host installation folder C:\Program Files (x86)\Remote Utilities - Host\ to the exception list of any antivirus software (including Windows Defender) you might have running on the Host machine as described here and see if this helps to resolve the issue.

Let us know if the issue persists.

Hello Guillermo,

Thank you for your message.

I've just checked with our developers on this. Please note that in order to install Host for Linux, you need to simply unzip the file and then run it - the installation will continue automatically and there's no need to use any commands when installing Host for Linux.

Hope that helps.

Hello,

Thank you for your message.

We appreciate your feedback. These features will be available in further beta version releases or in the final stable release, since Host for Linux should eventually have all the same features as Host for Windows.

Let us know if you have any questions.

Hello Wences,

Thank you for your message.

Do you have any antivirus software installed on your Host machine? If that's the case (even if it's just Windows Defender), please try adding Host installation folder to the exception list as described here.
In addition, before we can proceed with further troubleshooting, please try the solutions suggested in this Direct Connection troubleshooting guide and see if any of them might help to resolve the issue.

Let us know if any of the above works for you or if the issue still persists.

Hello David,

Thank you for your message.

Unfortunately, the monitor mapping between Viewer's and Host's monitors cannot be done automatically yet, even though we already have this feature in our wish-list and it will be implemented in our future updates.

However, meanwhile the monitor mapping can also be done manually. Here's what you need to do in order to map your remote monitors to the local ones:
1. In your Viewer create a few different connections to the same remote Host, i.e. using the same IP address or Internet-ID code, but name them all differently, e.g. Monitor 1, Monitor 2, etc.
2. Disable the Tabbed view mode: in the main Viewer window navigate to the Tools tab and select Options, then navigate to the Remote screen tab and disable the Tabbed view checkbox.
3. Open all connections to the remote Host you've created on Step 1.
4. Select different monitors for each connection - this can be done by clicking the Remote monitors icon  on the Toolbar in the Full Control and View window.
5. Now you should be able to place the connection windows on the corresponding Viewer's monitors as preferred.

Hope that helps.

Hello David,

Thank you for your suggestion.

Unfortunately, we usually don’t provide software for individual alpha-testing. However, when it comes to beta-testing, we usually share a beta version on our website for public testing.

Let us know if you have more questions.

Hello Panumas,

Thank you for your message.

Could you please clarify if your company's network has any IP address restrictions in place? Please note that we recommend allowing access to id.remoteutilities.com, rather than a specific IP address, since it might prevent you from accessing our server infrastructure properly. To ensure a smooth and secure experience with Remote Utilities, we recommend simply enabling the program on the application level within your firewall settings, rather than attempting to whitelist specific intermediate server IP addresses. This approach will allow Remote Utilities to function optimally while still maintaining the security of your network.
As an alternative, especially if your company has some stricter policies in place, please consider using self-hosted RU Server instead. RU Server can be used in isolated environments and also offers a number of additional features, such as address book sync, authentication, etc. You can download an installation file for the RU Server on this page.

Hope that helps.

Hello David,

Thank you for your message.

Unfortunately, as of now, there's no feature to generate an Internet-ID code manually. I will, however, forward your suggestion to our developers for a review.

if the install of the host could re-use the id of the agent, then what would solve my issue.

While this is not possible for now, we already have a similar feature in our wishlist that would allow a user to convert their existing Agent into a Host installation - so that should preserve the same Internet-ID code and other settings as well. We plan to add it in one of our future updates, but there's no specific ETA that we can provide on it right now.

Let us know if you have any questions.