Pauline's community posts

Hello Mike,

Thank you for your message.

Could you please try enabling the Use legacy capture mode feature in the Host Settings -> Other tab and restarting your Host afterwards to see if this helps to resolve the issue? You can also enable the feature via the Remote Settings feature - in this case Host will be restarted automatically when you submit the changes.

Please let us know if this works for you.

Hello Zahra,

Thank you for your message.

Please note that the trial mode which is active for 30 days is different from the free license. To learn more please see this page.
You can easily generate your free license key using this form. The license key will be generated automatically and sent to your specified email address. Please note that you need to register Viewer with your free license key as described in this tutorial.
Other Remote Utilities modules such as Host or Agent do not require registration.

Hope that helps.

Hello Don,

Thank you for your message.

I'm glad to hear it works for you now!

Please feel free to post another message if you have more questions or need our assistance. We're always happy to help.

Hello Ayman,

Thank you for your message.

Please note that we've responded in the ticket that you've created in order to avoid duplication.

Thank you.

Hello Adam,

Thank you for your message.

Yes, unfortunately the mobile Viewer is somewhat lacking in functionality and UI. However, we will definitely improve this in our future updates since we plan to release an improved version of mobile Viewer which also includes a full-fledged address book.

Please let us know if you have more questions.

Hello Gaz,

Thank you for your message.

Please try disabling showing the Active Directory tree as described here, since the issue might be occurring because remote machines in your AD also count against the license. In order to disable the AD please to the following:
1. In your Viewer window click Tools -> Options.
2. Navigate to the Misc tab and enable the Hide default domain controller checkbox.
This should disable detection of the machines in your AD that might be taking up the license space.

Hope that helps.

Hello Carl,

Thank you for providing the requested files.

I’ll forward the issue along with the logs to our developers and will ask for their input on the issue.

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

Hello Carl,

Thank you for the clarification.

Could you please send us the most recent Host logs and RU Server connection log files for examination? You can send the log files to support@remoteutilities.com.

Looking forward to your reply.

Hello Pepa,

Thank you for the clarification.

I've forwarded the issue to our devs and asked them to look into this once again.

I'll let you know as soon as there are any updates from our developers on this issue.

Hello Pepa,

Do you mean that your Host and Viewer were already updated to the most recent version but the issue still persists? If this is the case, then I'll forward the issue to our developers and will ask for their input on this as well to see if we will be able to fix it in our future updates.

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