Pauline's community posts

Hello John,

Thank you for your message.

Unfortunately, we couldn't reproduce the issue in our environment. Could you please try updating your Host and Viewer to the latest version 7.1.5.0 and see if the issue still persists when using the latest version? Please make sure to update both Host and Viewer to the same version in order to avoid version mismatch that can lead to performance issues or some features not working/not working as expected. You can update your Viewer and Host via the Simple Update feature.
In addition, please make sure that you click the Apply button in the connection properties window after changing the cursor shape to a point in order to submit the changes.

Please let us know if you have more questions.

Hello Nijel,

Thank you for the provided feedback! We're happy to hear that the latest beta works well for you!

As for the address book related issue - it was already fixed in the latest beta version update. Please let us know if the issue persists.

Please let us know if you have more questions or need our assistance.

Hello John,

Thank you for your message and provided feedback.

We'll see what can be done about this issue in our future updates. Meanwhile, please try switching your Viewer to the View Only connection mode - this will ensure that the cursor is not moving on the Viewer's side when you need to work at the Host's machine.
You can quickly switch to the View Only mode directly within the remote session window using the corresponding icon on the Toolbar as described here or use the Alt + F12 keyboard shortcut to switch between modes.

Hope that helps.

Hello,

Thank you for your message.

Please try checking Viewer log files to see if they contain the Host information in the preferred format. The Viewer logs are stored locally on your Viewer machine and contains connection events. Here's how you can enable the logging feature in your Viewer.
Alternatively, Host log files contain IP addresses and Internet-ID codes as well. Host logging is enabled by default and the log files are stored on the Host machine.

Please let us know if you have more questions.

Hello James,

Thank you for your patience.

Could you please contact us at support@remoteutilities.com and let us know the email address that was used for purchasing your license key (or contact us using the same email address, if possible)?

Looking forward to your reply.

Hello,

Thank you for your message.

I'll check on your question with our developers and will get back to you with an update on this shortly.

Hello,

Thank you for your message.

Remote Utilities stores a few connection logs on different sides of the connection. You can check the Host connection logs that store information about when a specific Host was accessed and in what connection mode.
Alternatively, you can also check RU Server's connection log and enable the connection log on the Viewer's side as described here.
We've improved our logs in our most recent releases, namely, we implemented a feature that allows to optionally write Host logs to the Windows event log. However, we will definitely continue improving our logs and other features of our software.

Please let us know if you have more questions.

Hello James,

Thank you for the clarification.

I'll check on this issue with my coworkers and will get back to you with an update on it shortly. Sorry for the inconvenience.

Hello Patrick,

Thank you for your message.

Please try updating your Host to the latest version 7.1.5.0 as well in order to eliminate version mismatch as one of the factors that can be contributing to the issue. You can update your Host via the Simple Update or manually by downloading the Host installer from this page.

In addition, the issue might be occurring if you have any firewall/antivirus software (including Windows Defender) running on your Host machine which might be mistakenly blocking Remote Utilities  and rendering your Host as inaccessible. Please try adding the Host installation folder to the exception list as described here and see if this helps to resolve the issue.

Hope that helps.

Hello James,

Thank you for your message.

Could you please try following and see if this helps to resolve the issue:
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 is hidden by default, so this is why you can't find the Roaming folder. In this case you need to enable "Hidden files and folders" in Windows Explorer settings. Here's how you can do this.
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.
4. Run Viewer, registering it with your license key once again as described here and try adding new connection to see if the issue still persists.

Hope that helps.