Pauline's community posts

Hello Olivier,

Thank you for your message.

It seems like you need to set up the Address book sync feature on your RU Server - this feature will allow you to have an automatically synched address book on both RU Server and Viewer. You can follow this guide to enable and set up the address book sync feature.
In case if the address book feature was already set up earlier, you can add the synchronized address book to your Viewer by following this guide (make sure to select Remote (synchronized) kind when importing a cloud book.

Hope that helps.

Hello Peter,

Thank you for your message.

Could you please clarify how many Hosts you connect to at the same time when the issue occurs? Do you have the connections opened in a tabbed view or each in a separate window? In addition, it would be very helpful if you could record a short video of the issue - you can send it to us to support@remoteutilities.com.

Looking forward to your reply.

Hello David,

Thank you for the clarification.

Could you please try uninstalling your Host completely following this guide and then re-installing it from scratch? Please also make sure to add Host installation folder to any antivirus software exception list (even if you only have Windows Defender on that machine) as described here.
After re-installing Host please try connecting to it once again and see if the issue persists. You can also re-install Host using our default installation file - in this case the First connection warning window is not displayed as well.

Hope that helps.

Hello Markus,

Thank you for your feedback.

Yes, this is actually one of the options we're investigating - to allow the end user to select the corner of the screen to display the banner. Hopefully, we will be able to implement it in one of our upcoming updates.

Let us know if you have more questions.

Hello Douglas,

Thank you for your message.

We're glad to hear that these features have been helpful!

Let us know if you have more questions or need our assistance.

Hello Kevin,

Thank you for your message.

Please note that the Legacy capture mode only changes the mechanism of the screen capture and is not supposed to change the screen resolution. You can try setting your View Mode for this Host to Stretch mode and see if this helps to fix the screen issue. In addition, please also make sure that your graphics card drivers are updated to the latest version as well.

As for the issue discussed in this thread - this issue had occurred in one of the previous updates for version 7 and we have managed to fix it in almost all cases, so now it something that occurs rather rare. Hopefully, we will be able to completely eliminate this issue in our upcoming updates, but the using Legacy capture mode is the current workaround that usually always helps to resolve this issue.

Hope that helps.

Hello Tony,

I'm glad to hear I was able to help!

Please feel free to let us know if you have more questions or if you need our assistance.

Thank you.

Hello Anthony,

Thank you for the clarification.

The issue can be occurring if some Viewer file were somehow damaged/corrupted. Could you please try fully uninstalling Viewer as described here and then re-install it from scratch? Before uninstalling Viewer please make sure to backup your address book, so that later you can restore it from the backup file. You will also need to register Viewer with your license key once again.
In addition, please make sure that you've added Viewer installation folder to the exception list of any antivirus software that is installed on the machine (even if it's Windows Defender).

Let us know if the issue persists.

Hello Tony,

Thank you for your message.

Unfortunately, this feature is yet to be implemented. However, as a temporary workaround you can try using the Ask User Permission feature instead - this way the one user that has already connected to the remote Host is able to reject all other incoming connections.
Please note that you can enable the feature remotely via Remote Settings.

Please let us know if you have more questions.

Hello David,

Thank you for your message.

Is there any way to remove that banner?
It seems to be a bug, because I configured 5 computers with windows 10 and 1 computer with windows 7.

It looks like you mean the First Connection Warning notification rather than the notification banner discussed in this thread. Please note that this notification is only shown if specific conditions are met for Host and in order for the First Connection Warning message to disappear the remote user must click the OK button in the message. Alternatively, someone can also connect to that Host from a Viewer registered with a PRO or SITE license - this will close the notification as well. Please note that computer reboot is required after the connection.
If you can't close the notification even when physically clicking the OK button on the Windows 7 machine, pleas try fully uninstalling Host once again as described here and then re-installing it using a vanilla installation file downloaded from our website.

If it is possible with a paid version, it would be acceptable for me, although it would be a license-wise overkill,
because I'm a private user with 6 computers inside my family circle.
But I have to admit, that your price policy is really fair, so I would buy.

Please note that it's possible depending on the banner, i.e. if you mean the persistent notification mentioned in this thread, then it's not shown if you are connecting from a Viewer registered with a commercial license (any commercial license and not only PRO/SITE like in case with the First Connection Warning window). You can double-check that this banner actually looks different, features different text and actually doesn't have the "Okay" button to click. Here's how the persistent notification banner also looks just in case:


Hope that helps.