Pauline's community posts

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.

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.