Pauline's community posts

Hello Richard,

Thank you for your message.

Unfortunately, we’re note able to provide previous versions besides version 6.10.10.0 that’s available for download here.
However, let me double-check with our developers to see if we are able to provide any feedback on this.

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

Hi Richard,

Thank you for the provided video.

We will look into this issue further and see if we’re able to reproduce it in our environment. I’ll let you know once there’s any update available from our developers.

Thank you!

Hello,

Thank you for your message.

It seems like the issue might be caused by something (perhaps, firewall, or antivirus software, or even your router) interfering with the traffic and causing disconnects. Could you please make sure to add Remote Utilities installation folders to the exception list of any a/v or firewall software you might be using as described here and if this might help to resolve the issue.
In addition, please check if your router or perimeter firewall have any restrictions or might be blocking any traffic.

Let us know if this helps.

Hello Christophe,

Thank you for your message.

Could you please clarify if the issue occurs when using the latest version only? In addition, please let us know what OS is running on the machine where the issue occurs.

Looking forward to your reply.

Hello Alex,

Thank you for your message.

Could you please send us your full Viewer logs to support@remoteutilities.com? I will forward them to our developers for a review to see if we’re able to provide any feedback on this.

Looking forward to your reply.

Hello,

Thank you for your message.

We haven't received any other similar reports on the latest version of mobile Viewer. Are you able to update your device to a more recent version of Android OS?

Looking forward to your reply.

Hi Benny,

Thank you for your feedback and kind words.

Regarding the issue with the machine running Windows XP - I checked with our development department on this and they've let me know that this is actually a known issue and the fix for it is going to be available in our very next update (which should be released soon). Sorry for the inconvenience.

Let us know if you have any additional questions.

Hello Benny,

Thank you for the clarification. Let me check if we’re able to schedule a remote session with our technician. If that’s okay with you, please let us know the dates and time you’re available for a remote session this week along with your time zone.

Looking forward to your reply.

Hello Benny,

Thank you for your message.

1. Version 7.5.1.0 Host on XP, same version Viewer on Windows 10, Windows 7, and latest IOS.
Viewer logs into host, will not connect with Full Control, or View Only. It goes as far as the world map page and just keeps trying to load remote screen. File transfer works, RDP works, and I do get a screen preview when hovering the mouse pointer over the address book entry. Full control and view only does work correctly if I revert host back to 6.10.9.0. This is repeatable.

Could you please try enabling the Use legacy capture mode feature in the Host Settings -> Other settings? After enabling the feature, please make sure to restart Host to apply changes.

2. Version 7.5.1.0 of Host and Viewer on all machines. After stopping host on viewer machine, I then right click on host in address book and choose Remote Settings. The dialog that comes up and shows that I am editing the host settings for the viewer machine, not the remote.

Could you please provide some more details on that? For example, can you compare the Internet-ID codes between the local and remote machines? Does this happen with a specific remote connection or all of them?

3. Wake on Lan using other hosts. I've experimented extensively with why this is not working as intended. With viewer up and running, and watching the intended target and the relay machine, I can confirm that the magic packet does in fact get to the relay machine, however it does not forward the magic packet to the intended target machine. Somewhere in between the relay machine and the target machine is where the bottleneck occurs.

Could you please double-check if the WoL feature is enabled on your target Host machine? You can check with this guide to see if it's enabled correctly. Also, are your relay Host machine and the target Host located in the same network and subnet?

Looking forward to your reply.

Hello Julian,

Thank you for the update on the issue.

Could you please send us the most recent Host log files fr om your computer wh ere the issue occurs? Please make sure to install version 7.5.1.0 prior, so we can examine the log files.
You can send the logs to support@remoteutilities.com.

Looking forward to your reply.