Pauline's community posts

Hello,

Thank you for your message.

Could you please send us an example of any .dwg file, so that we could try to reproduce the issue? You can create an empty file (or at least one without any personal information) and send it to us to support@remoteutilities.com. Then I’ll be able to forward it to our developers for a test.

Looking forward to your reply.

Hello John,

Thank you for your message.

There was a minor issue with one of our servers which was quickly fixed, so all our servers are already up and running. I'm glad to hear that the connection works for you! Sorry for the inconvenience.

Let us know if you have other questions.

Hello Jason,

Thank you for your message.

Yes, unfortunately, the temporary license key we've provided for the updates has already expired since it was only valid until February 14, 2022.
Please update your Host manually by downloading the Host installation file of the latest version 7.1.7.0 on this page. Then run the installer on the target Host machine and follow the steps provided by the installation wizard.

Hope that helps.

Hello everyone,

Thank you for your message.

Unfortunately, there was a minor issue with one of our servers. However, that was already fixed and all our servers are up and running again. Sorry for the inconvenience. Could you please check if you're able to connect to your Hosts?

Let us know if the issue still persists.

Hello,

Thank you for your message.

Unfortunately, there was a minor issue with one of our servers. However, that was already fixed and all our servers are up and running. Could you please check if you're able to connect?

Let us know if the issue still persists.

Hello Fausto,

Thank you for your message.

Are you trying to run Agent when this message appears? If this is the case, then please note that you need to stop Host (right-click the Host icon in the system tray and select “Stop Host”) before running Agent. Host and Agent are meant for different kind of access, so they can’t run on one computer simultaneously.

If you mean something else, please let us know.

Hello,

Could you please let us know if you have any antivirus software installed on the machine where the issue occurs (might be either Host, Viewer or both)? If this is the case, then the issue might be caused by some a/v software activity. Could you please try adding Remote Utilities installation folders to the exception lists as described here and see if this helps to resolve the issue?
Re-installing software might also help, here's a link to the full uninstallation guide just in case you might need it.

Let us know if this helps.

Hello,

Thank you for your message.

Could you please make sure that your Host is updated to the latest version 7.1.7.0 as well? Version mismatch between Host and Viewer can often cause performance issues, especially since the File Transfer mode had been re-written in version 7. You can update your Host following this guide.
In addition, please also double-check if the issue occurs when transferring *dwg files only from one directory or it occurs for any locations.

Hope that helps.

Hello Matt,

Thank you for the clarification.

Perhaps, the installation file was somehow corrupted which could've caused the issue. Is it possible for you to try to re-configure the custom installer once again and see if the issue persists when using it?

Looking forward to your reply.

Hello Matt,

Thank you for your message.

Have you ever re-installed this Viewer with a prior full uninstallation as described here? Or does the error occurs when you're trying the add Host from a recently generated installer? Finally, please also let us know if the issue occurs for all Hosts you're trying to add via the "Add using code" feature or if it occurs only for one Host.

Looking forward to your reply.