Pauline's community posts

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.

Hello Jan,

Thank you for your message.

This issue might be caused by some updates in the router settings that could've been done by the router's manufacturer.
Could you please try adding Host installation folder C:\Program Files (x86)\Remote Utilities - Host\ to your router's exception list and see if this helps to resolve the issue? In addition, please make sure that the outbound TCP ports 5655/443 are opened and not blocked by your router or used by another software.
Last but not least, this KB page can also provide some helpful solutions for the issue.

Please let us know if you have more questions.

Hello Martin,

I’m glad to hear we were able to help and it works for you now!

Please feel free to post another message if you have more questions or need our assistance.

Thank you.

Hello Patrick,

Thank you for your message.

This error message might be occurring if the .NET Framework package is not updated to the latest version on this specific machine or if there might be some Windows components that were somehow corrupted. Could you please try the following solutions and see if any of them helps to resolve the issue:

1. Download and run this Microsoft .NET Framework Repair Tool. This tool helps to automatically detects and fix some Microsoft .NET Framework related issues.

2. Please also try uninstalling your Host completely and cleaning up the remaining traces of the installation as described in this guide.
After uninstalling, please restart your computer and try re-installing Host from scratch.

Please let us know if the issue persists.

Hello Tony,

Thank you for your message and feedback.

I'll forward your suggestion to our development department for a review. However, please note that we already plan to implement an option that will allow hiding the notification banner on the Viewer's side to make it less intrusive, i.e. it will still be displayed on the physical remote screen, but won't be shown in the remote session window.

Please let us know if you have more questions.

Hello Kerry,

I'm glad to hear it helped!

The "Legacy capture mode" means that the screen capture is processed a bit differently deep inside the operating system, since Windows 8, 8.1 and Windows 10 might sometimes require certain modifications to this mechanism. So, for our users we've added this simple checkbox that usually helps to resolve most screen capture related issues.

Please let us know if you have more questions.

Hello,

Thank you for your message.

Unfortunately, there are no updates regarding the ETA on Viewer for Mac/Linux release yet, since our current top priority is releasing Host/Agent for Mac/Linux as soon as we can. We're very sorry to keep everyone waiting for so long.
Hopefully, we will be able to release an updated version of the mobile Viewer shortly after Host/Agent for Mac/Linux.
Sorry if this makes our software less useful for you.

Please let us know if you have more questions.

Hello Kerry,

Thank you for your message.

Please try enabling the Use legacy capture mode feature in the Host Settings window -> Other tab and see if this helps to resolve the issue. Please make sure to restart Host after enabling the feature in order for the changes to be applied.
You can also enable the feature via the Remote Settings feature - in this case Host will be restarted automatically after you submit the changes.

In addition, this KB page provides some additional solutions that might also help to resolve the issue.

Please let us know if the issue persists.