Pauline's community posts

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.

Hello Matt,

Unfortunately, as per our Support Policy, we cannot provide assistance for third-party software related questions.
In addition, please note that we do not recommend modifying  custom installation files since this might also be violating our EULA.
The easiest solution in this case is to just re-generate a new custom installer and then update all your current Host installations. You can do so using Remote Install Tool. In addition, please note that all Hosts installed via the same installer will have the same 2FA code.

Hope that helps.

Hello Matt,

Thank you for your message.

Unfortunately, in case if you want to change any setting for a custom installer, you'd need to generate a new installation file completely from scratch since for now there's no feature that allows editing existing custom installers. Therefore, unfortunately, it's not possible to keep the same 2FA code. However, we do plan to add an option to edit existing MSI file in our future updates.

Let us know if you have more questions.

Hello Stuart,

Thank you for your patience.

I'll check with our developers if there's an update on this issue. Meanwhile, could you please let me know if you've tried performing a complete uninstall as described here? Could you try deleting the file config_4.xml from the folder C:\Users\YOUR_USERNAME\AppData\Roaming\Remote Utilities Files\ and see if this might help to resolve the issue (please note that you will need to register your Viewer once again).

Let us know if this helps.

Hello,

Thank you for the clarification.

I will forward the issue to our developers and we will try to reproduce it in our environment to see if we can add a fix for it in our next update.

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

Hello,

Thank you for your message.

I will forward your input to our developers as well, so they can take this into account when working on this functionality. I'll update this thread if there are any updates on this feature or when it becomes available.

Let us know if you have more questions.

Hello Edmond,

Thank you for your message.

Could you please clarify what version of Remote Utilities do you use, i.e. what is the version of your Viewer and also what version of Host was installed before the update?

Looking forward to your reply.

Hello Stuart,

Thank you for your message.

Unfortunately, free license users are not eligible for remote sessions. However, I've already forwarded the issue to our developers and asked them to provide input in case if we can in case if we're able to provide a fix for it or identify what's causing the issue.

I'll get back to you as soon as I hear back from our developers.