Pauline's community posts

Hello,

Thank you for providing additional information.

I will forward the issue along with the text of the error to our developers and will ask them to look into the issue.

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

Hello Sid,

Thank you for your message.

Here are the registry editor levels you need to navigate to in order delete the Host’s registry key:
1. HKEY_LOCAL_MACHINE
2. SOFTWARE
3. Usoris
4. Remote Utilities Host
You need to delete the Remote Utilities Host section you locate on Step 4.
For full uninstallation please also make sure to remove folder C:\Program Files (x86)\Remote Utilities - Host.

Hope they helps.

Hello,

Thank you for your message.

Could you please let us know if the same issue occurs when you're copying any files between Host and Viewer? In addition, could you please let us know the exact full text of the error? Last but not least, please also let us know the size of the file in question.
You can send the file with the error text to us at support@remoteutilities.com.

Looking forward to your reply.

Hello Bob,

Thank you for your message.

Unfortunately, these options have not been added in the recent update yet as we're still investigating on the best way we could implement them. Hopefully, at least one of the options would be available in one of our future updates. We apologize if this makes our software less useful for you.

Please let us know if you have other questions.

Hello Troy,

Thank you for your message.

Yes, the remote cursor is not currently visible since the default setting for the remote cursor is set to display it when using View Only mode. You can set the remote cursor to be displayed always by changing the Rendering of hosts cursor to Always in the Connection Properties mode -> Cursor tab.

Alternatively, you can also connect to the remote Host using the View Only mode or switch to using it right during the remote session via the toggle on the Toolbar.

Hope that helps.

Hello Jane,

Thank you for your message.

Please note that we've removed the previous thread with the same title/text in order to avoid duplication.

In order to change the Host password you can follow this step-by-step guide.
Alternatively, you can uninstall Host completely following this tutorial - this will ensure to reset Host setting and remove any previously set passwords. After uninstalling, please restart your computer, re-install Host from scratch and set a new password.

Hope that helps.

Hello Tim,

I'm glad to hear we were able to help and it worked for you!

Unfortunately, deleting the entire Host's settings key from the registry is the only way to clean up the incorrect 2FA token from your Host machine.

However, you can save some time when re-configuring your Hosts by generating a custom One-Click installer or Standard MSI installation package via our MSI Configurator Tool - this can help to speed up the process of re-configuring Hosts, since you can also update the Host settings remotely using the Remote Install Tool and the Standard MSI package.
In addition, please note that if you enable 2-step verification during MSI configuration you’ll be using the same security code for all the Hosts that you deployed using your custom build, i.e. the 2FA code in your authenticator app will be the same for all Hosts installed via this custom installer.

Hope that helps.

Hello Vlad,

Thank you for your message.

Here's a detailed step-by-step guide that provides detailed instructions on how to set up and configure RU Server, Host and Viewer and set up the connection via the RU Server.
In addition, when setting up the RU Server, please make sure that your server is accessible from the outside as described here.

Please let us know if you have other questions.

Hello,

Thank you for your message.

Perhaps, the remote Host has failed to restart for some reason which is why it's now displayed as Offline. Unfortunately, there's very little that can be done remotely if the Host is offline, since you need to be able to gain the access to the Host machine somehow.
However, perhaps this troubleshooting guide might provide some helpful advice that can help to resolve the issue.

Please let us know if you have more questions.

Hello Dana,

Thank you for your message.

This issue might be occurring if the Viewer configuration file was somehow damaged/corrupted (for example, by some antivirus software activity).
Please, try the following:
1. Fully exit the Viewer File -> Exit.
2. Locate the file config_4.xml in the C:\Users\[Your_username]\AppData\Roaming\Remote Utilities Files\ folder.
Please note that the AppData folder might be hidden by default in which case you need to enable "Hidden files and folders" in Windows Explorer settings.
3. Remove the config_4.xml file from that folder.
This will reset the Viewer settings. Your address books won't be affected by this action. However, you will need to register Viewer with your license key as described here once again.
4. Run Viewer and try using the Remote Printing feature once again.

Please let us know if the issue persists.