Pauline's community posts

Hello Filip,

Thank you for your message.

Unfortunately, it's not possible to switch the shortcut for Alt+Tab. However, you can use the Q+Alt+Tab shortcut to cycle through windows on your local computer when connected in a remote session. You can also find the full list of all available hotkeys on this page.

Hope that helps.

Hello Michael,

Thank you for your feedback.

We understand your frustration, but, unfortunately, improving control gestures is not something that can be added in a quick update. Sorry if this makes our software less useful for you. Hopefully, we will be able to improve this in the future along with the rest of the mobile Viewer app.

Let us know if you have other questions.

Hello Chris,

Thank you for your message.

This is a false positive detect - unfortunately, new detections are usually expected when there is a new version out and it might take a while before a/v software learns to recognize new files as harmless. Unfortunately, we don't have much control over this process other than regularly submitting f/p reports ourselves (which we already do, but sometimes vendors are very unresponsive, unfortunately).

Please try submitting a False Positive report to Microsoft following the steps provided on this page - this should help to resolve the issue and remove the detection pretty quickly.
Meanwhile, as a temporary workaround you can also add the detected files and installation folders to the exception list as described here.
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Please let us know if you have more questions.

Hello Chris,

Would it be possible to get a doc page that shows exactly what it looks like (on both sides) when the restart Agent feature is used?

Sure, we actually already have a separate Documentation page dedicated to this feature here. This page pretty much describes the whole process since after you enter the proper credentials, Agent is just restarted with elevated rights the same way as if you restart it manually.

Does either side generate logs that I can refer to in troubleshooting? Is there a logging switch?

Yes, all our modules generate log files. The Host logs and Agent logs are always enabled automatically and you can also enable the logging for Viewer following this guide.

This is an area of confusion for me. We are using Microsoft 365 and Azure AD, so it's not clear whether the correct way to enter the information is

Could you please clarify if there's anything in the dropdown menu when you click on the "Domain" field? Have you tried entering any of the options, for example, "mycompany.microsoftonline.com"? You can also take screenshots of your "Restart Agent as..." window with all the information filled in and send it to us - you can blur/hide any sensitive info and/or send it to us to support@remoteutilities.com.

Looking forward to your reply.

Hello Kenneth,

Thank you for your message.

We do have this feature in our roadmap, but unfortunately, it's not implemented yet. However, we will definitely add it in our future updates. Sorry for keeping you waiting.

Please let us know if you have more questions.

Hello John,

Thank you for your message.

Just checked with our developers - it was a quick maintenance on some servers that took less than 2 minutes, but there were no downtimes.

Hope that helps.

Hello Brad,

Thank you for the update.

I'll forward the issue to our developers and ask for their input on this issue.

I'll get back to you with an update on this shortly.

Hello Jim,

Thank you for letting us know.

I've forwarded the issue to our developers and have added both yours and Chris's reports as well. We're currently investigating the issue, so hopefully, we will be able to add a quick-fix for it soon. Sorry for the inconvenience.

I'll keep you updated on the issue.

Hello,

Thank you for your feedback.

We do have plans to improve the logging mechanism in our future updates, but, unfortunately, there’s no specific ETA on updating the logs for now. Sorry for the inconvenience.

Let us know if you have other questions.

Hello Michael,

Thank you for your message.

For now you can only tap with one finger for the left mouse button when using mobile Viewer app. However, we do have plans to improve and revamp the mobile Viewer in our future updates, so hopefully we will be able to improve the control gestures as well.

Hope that helps.