Pauline's community posts

Hello Karen,

Thank you for your message.

To ensure that Host was completely removed from your computer, you would need to check that the folder Remote Utilities - Host\ does not exist in the C:\Program Files (x86) directory and that the registry keys in the following directory was deleted as well: HKEY_LOCAL_MACHINE\SOFTWARE\Usoris\Remote Utilities Host\. In addition please make sure to restart your PC after completing all uninstallation steps.
As long as you've also properly uninstalled Host (the same way you'd uninstall any other software) and cleaned up the above traces, you can be sure that Host along with its settings was completely uninstalled from your computer.

Hope that helps.

Hello Leo,

Do you mean that you're trying to install a third-party software using the Remote Install Tool? The option in the menu that you're referring to is for the Remote Install Tool which can only be used to deploy Hosts and not the third-party software.
For the purpose of installing third-party software you can use the Execute connection mode or just connect to a remote machine using the Full Control mode and install software as you'd normally do.

Hope that helps.

Hello Leo,

Thank you for the clarification.

Could you please confirm if you mean that when you use the Remote Install Tool to update your Hosts (or some of their settings), you see that the Action log says that Host was uninstalled before being re-installed? If this is the case, then it's normal and expected behavior. Therefore, if target Host works as expected, there's nothing you should do, unless, of course, any issues occur with the updated Host/Hosts afterwards.
In addition, we'd recommend that you add Remote Utilities installation folders to the antivirus software exception list following this guide since this can help to avoid issues in the future when a/v software might mistakenly remove the program or its components.

Please let us know if you have more questions.

Hello Kevin,

Thank you for your message.

Could you please confirm if the laptop with Windows 11 is a Host machine? In addition, could you please send us the latest Host logs and Viewer logs for examination? You can send the log files to support@remoteutilities.com.

Looking forward to your reply.

Hello Severt,

Thank you for your message.

Yes, Remote Utilities has a built-in feature that automatically detects direct route and uses it, if available, instead of Internet-ID connection.  However, if you'd like to make sure that all traffic stays within your LAN and doesn't go to our servers, you can use Direct connection or even configure your own self-hosted RU Server - this can help to ensure that your connection doesn't need to use our public servers at all.

Let us know if you have more questions.

Hello Leo,

Thank you for your message.

Could you please try updating your Viewer to the most recent version 7.1.7.0 and see if the same issue still persists? The issue might be simply caused by an outdated version or something that was already fixed in the subsequent updates, so that's why we should check this first.
In addition, please also let us know if you have any antivirus software installed on any of the machines.

Please let us know if the issue persists.

Hello Tim,

Thank you for your message.

Unfortunately, the File Transfer connection mode is yet to be implemented for Viewer for Mac/Linux along with Power Control mode and a few other features that are included in our roadmap for the final release. Please note that even though providing support for Mac/Linux clients is among our top priorities at the moment, we're always transparent with providing an approximate ETA for releases, if possible (or we always let a user know that we can't provide a specific ETA). The final stable release will definitely include the File Transfer connection mode (or it might be available even in earlier subsequent beta version), but, unfortunately, we can't name an exact date when it's going to be available.

Please respond with a support email if you can so we can discuss this further since we have purchased so many licenses for your product.

Please contact our Sales department using this form - they will be able to assist you in that matter and discuss options further.

Let us know if you have more questions.

Hello Peter,

Thank you for the clarification.

Could you please take a look at the Host logs and see if there are any error entries that could point us to what's causing the issue? You can also send us the most recent logs from a few of your Hosts for examination - you can send them to support@remoteutilities.com.
In addition, could you please double-check if the issue persists if you disable the Tabbed mode? Does connection restore after some time when the issue occurs or do you have to close the connection and start it over?

Looking forward to your reply.

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.