Pauline's community posts

Hello Pepa,

Thank you for your message.

Could you please clarify if you mean that you use the latest version 7.1.5.0? If this is the case, could you please also confirm that all of your Hosts and Viewer are updated to the same version? Some issues might be caused by the version mismatch, so this is just in case to eliminate this factor.

Looking forward to your reply.

Hello Pepa,

Thank you for your message.

I'll forward your questions to our development department and will ask for their input on this. Sorry for the inconvenience.

I'll get back to you shortly with the feedback from our developers.

Hello Carl,

Thank you for your message.

Could you please clarify if you have already set up the authentication role on your RU Server as described here?
In addition, please let us know if you have the Force custom server security checkbox enabled for this user on the Server's side as well as the PIN code protection feature?

Looking forward to your reply.

Hello Alain,

Thank you for your message.

Please try enabling the Use legacy capture mode feature in the Host Settings -> Other tab for the Host machine where the issue occurs and see if this helps.
Please make sure to restart Host after enabling the feature in order to apply the changes.

A second problem is that we can not move or remove the tag on the right-down corner which hides a part of the screen which is really a problem with programs.

Please note that this notification banner is persistent and cannot be hidden or disabled. However, the banner is only displayed when you connect to a remote Host using Viewer registered with a free license key or in trial mode and use Internet-ID connection.
Currently the message can only be removed when connecting to a remote Host via Direct connection or fr om a Viewer registered with any commercial license.
We plan to implement an improvement that will allow users to hide this notification banner on the Viewer's side. In addition, it will be possible to change the corner wh ere the notification banner is displayed - this feature will be available in one of the next updates as well.

Hope that helps.

Hello David,

Thank you for your feedback.

We'll do our best to improve the banner in the upcoming updates as soon as we can. Sorry for keeping everyone waiting.

Please feel free to let us know if you have more questions.

Hello Gaz,

Thank you for the update.

Unfortunately, there are currently no known issues related to the MC Office and we haven't received any other reports regarding similar issues. Perhaps, something in the latest version might be causing the issue.
I'll forward the issue to our development department to see if we're able to reproduce the issue in our environment and implement a fix for it in our future updates. Sorry for the inconvenience.

Please let us know if you have more questions.

Hello Carl,

Thank you for your message.

Please note that the Idle tab of the Admin Console window only displays Hosts that are actively listening to your RU Server. In order for your Hosts and Viewers to appear in the Active tab, you need to start a remote session using your RU Server as a relay server as described here.

Hope that helps.

Hello Carl,

Thank you for the clarification.

Please make sure that you're running the latest version of RU Server 3.2.1.0 which is available for download on this page. In case if you're running an older version, please try updating your RU Server to the most recent version and see if the issue persists.

In case if using the latest version doesn't help, please also try the following:
1. Backup your RU Server settings and data by copying the folder C:\Program Files (x86)\Remote Utilities - Server\ and the registry key HKEY_LOCAL_MACHINE\SOFTWARE\Usoris\Remote Utilities\MiniInternetId on your Server machine.
2. Then try fully uninstalling your RU Server as described in this guide.
3. Make sure to restart your RU Server machine and re-install your RU Server from scratch following this guide.
4. Restore your address books and Server's settings from the backup created on Step 2 by following this tutorial.
5. Make sure that your RU Server is registered with the correct license key as described here.
6. Try running RU Server once again and see if this helped to resolve the issue.

Let us know if the above worked for you or if the issue still persists.

Hello Peter,

Thank you for your message.

Unfortunately, this is excepted behavior when using the two factor authentication feature. When using the 2FA, you need to make sure that the phone with the authenticator app and the Host PC both synchronize their time from an online source and that the Windows Time Service (w32tm) is set up correctly on the Host machine.
For more information please also refer to this KB page.

Pease let us know if you have more questions.

Hello Gaz,

Thank you for the update.

In this case, please also try the solutions suggested by Microsoft Office in this troubleshooting guide and see if any of them help to resolve the issue.

Please let us know if the issue persists.