Pauline's community posts

Hello Brad,

Unfortunately, it’s not possible to upd ate an existing msi installer to keep the existing 2fa code - you can either update the existing Host installations which will keep the existing current code or generate a completely new installer which seems like the easiest way because it will let you to se t up 2fa on all Host installations both new and existing at once, so that they all have the same code.

Hope that helps.

Hello Brad,

Thank you for your message.

Could you please clarify what do you mean by “it changes every time to upd ate it”? You can se t up one 2fa code for all your Hosts if you enable and set it up during the custom Host installer configuration process - this way all the Hosts installed using this custom package will have the same code in your 2fa app. When you update your Host via the Simple Update feature, the code settings should stay the same.
If you mean something else, please let us know.

Hope that helps.

Hello Brad,

Thank you for your message.

Unfortunately, the address book for mobile Viewer is not available yet. There’s no specific ETA on this that we could provide for now.

Let us know if you have other questions.

Hello,

Thank you for your message.

Unfortunately, sound capture is not supported in Viewer for Mac/Linux yet. However, we will definitely add it in our future updates. You can find the current list of all available features for Mac/Linux here. Sorry for the inconvenience.

Let us know if you have other questions.

Hello Filip,

Thank you for your feedback.

We don't have any plans to make the Alt+Tab shortcut customizable. Sorry if this makes our software less useful for you.

Let us know if you have other questions.

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.