Pauline's community posts

Hello Sohail,

Thank you for your message.

It seems like the issue occurs because Agent can't reach our public servers for some reason. Before we can proceed to further troubleshooting, please try the solutions listed on this KB page and see if any of them help to resolve the issue.

Hope that helps.

Hello John,

Thank you for your message.

If you mean just viewing/switching between two monitors with the multi-monitor configuration at the Host's side, then it's already possible. You should be able to see both monitors when connecting to a remote Host and you can switch between displaying both or only one of them via the Remote monitors located on the Toolbar in the Full Control and View connection mode.

In case if you mean auto-mapping of the remote monitors to the local ones, then, unfortunately, this feature is not supported yet and there's no specific ETA on it yet. It is already added to our roadmap though, so we will definitely implement it in our future updates. Sorry for keeping you waiting.

Hope that helps.

Hello Angela,

Thank you for your message.

Please make sure that you use the Full Control connection mode and not the View Only mode when accessing your remote Host machine.

In addition, please try enabling the Use legacy capture mode feature and see if this helps to resolve the issue, You can enable it in the Host Settings -> Other tab. After enabling the feature please make sure to restart Host in order for the changes to be applied. You can also enable the feature via Remote Settings - in this case Host will be restarted automatically after the changes are made.

Hope that helps.

Hello John,

Thank you for your message.

Please note that I've replied to your email from an email address m******@*****l.com yesterday, soon after you've emailed us to the support address. I'll copy the email's content here as well just in case:

I've checked in our system and I see that there were two emails successfully sent to the email address mtrsoft@fitall.com earlier today. I've tried re-sending an email to the same email address just in case — could you please double-check it once again to see if you've received it? If there's still no email, then it might be caused by your email provider blocking the emails — in this case, please try using another email address hosted with another provider (for example, Gmail).

It seems like your email provider is mistakenly blocking any emails coming from addresses with the domain *remoteutilities.com, hence why you haven't received the license key emails as well as our response. Please double-check with your email provider to see if they're blocking emails from us and ask them to remove our email addresses from their blocklist.
Alternatively, as a temporary solution, please try using another email address hosted with another provider in order to generate your license key (for example Gmail).

Hope that helps.

Hello Graham,

Thank you for your message.

The persistent notification banner is 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.
In addition, please note that the notification banner can be clicked through even if it's displayed.

However, we plan to implement an improvement that will allow users to hide this notification banner on the Viewer's side (i.e. so that the banner is only visible on the Host's side, but not on the Viewer's side). We hope to make this available in one of our next updates, however, we're still investigating this option, so there's no specific ETA on it yet.
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,

Thank you for your message.

Unfortunately, there's no feature that would allow automatically blocking outdated Viewers from connecting to the RU Server. However, you can try setting up the Centralized License Key Management feature on the RU Server's side that allows to manage license keys centrally and assign license keys to connected Viewers. For example, it can be set up so that users would have to use a license key for version 7 in order to connect to the RU Server (and it wouldn't be possible if their Viewer is outdated since license key for version 7 is not compatible with Viewer of version 6). For more information on how to set this up, please see this blog post.

Please let us know if you have more questions.

Hello John,

Thank you for your message.

Could you please send us an email to support@remoteutilities.com specifying the email address that you've tried using for generating a new license key? This way we can look it up in our database.

Looking forward to your reply.

Hello Brian,

Thank you for your message.

It seems like the issue might be caused by some antivirus/firewall software activity or if some of the Host (or Agent) files were damaged by this type of activity. Please try the following:
1. Add the Host installation folder (or any other folder where you store and run your Agent from) C:\Program Files (x86)\Remote Utilities - Host\ to your antivirus software exceptions list.
2. Completely uninstall Host by following this guide (or fully remove Agent).
3. Restart the Host machine.
4. Download and install the latest version 7.1.2.0 of Host/Agent on this page.
5. Try starting Host or running Agent and see if the issue persists.

Hope that helps.

Hello,

Thank you for your message.

Unfortunately, we can't provide any specific ETA on the Remote Printing feature for Viewer for Mac/Linux yet. We'll do our best to make it available as soon as we can. Sorry for keeping you waiting.

Please let us know if you have other questions.

Hello Wayne,

Thank you for your message.

In case if you encounter any issues, please try updating your Host to the latest version 7.1.2.0 as the version mismatch can lead to performance issues or some features not working properly. You can update your Host via the Simple Update feature.

Hope that helps.