Pauline's community posts

Hello Peter,

Thank you for your message.

Unfortunately, this feature is yet to be implemented - we do have a feature in our wishlist that would let a tech to adjust the resolution on the remote Host's screen. However, there's no specific ETA on this feature yet. Sorry for the inconvenience.

Hope that helps.

Hello Carl,

Thank you for your message.

Do you mean the Host's certificate that can be found in the Host Settings -> Host identity tab? If this is the case, then please note that it's used for an automatic certificate-based Host identity check mechanism.
Host's Internet-ID code is used when you want to connect to a remote Host using Internet-ID connection. For more information please see this page on Internet-ID connection.

As for the license key - it controls the limit on how many remote connections you can add to your address book, for example, free license allows to add up to 10 remote Hosts. For more information on the license types please see this page.

Hope that helps.

Hello Michael,

Thank you for your support!

We will keep everyone updated and will let you know as soon as the update with the implemented fix is available.

Please let us know if you have more questions.

Hello Michael,

Thank you for your message.

Yes, this is a known issue which will be fixed in the next update for Viewer for Linux. Sorry for the inconvenience.

Please let us know if you have more questions.

Hello Michael,

Thank you for your patience.

It seems like we were able to reproduce the issue - I will now forward it to our development department and ask our devs to look further into it to see if we can fix it in the next update for Viewer for Linux. Sorry for the inconvenience.

I'll let you know if there are any additional updates on the issue.

Hello Michael,

Thank you for the clarification.

We will test this out in our environment to see if we’re able to reproduce the issue with Viewer for Linux.

I’ll get back to you with an update on the issue shortly.

Hello Matthew,

Thank you for your message.

Could you please let us know what’s the version of Host running on the machines where the issue occurs? In addition, please let us know Viewer’s and RU Server’s versions as well.

Looking forward to your reply.

Hello Michael,

Thank you for your message.

Could you please clarify if the issue occurs when you click the Sign in button in your Viewer window or when you click the OK button in the "Sign in" prompt window?

Looking forward to your reply.

Hello Robert,

Thank you for the clarification.

In this case, please try adding the Host installation folder C:\Program Files (x86)\Remote Utilities - Host\ to BitDefender's exception list as described here. In case if BitDefender is causing the issue by blocking Remote Utilities, please also submit a False Positive here.

In addition, please also double-check if it's the ISP who might be mistakenly blocking Hosts from accessing our servers. To check this, please try switching one of the Hosts that you can't connect to, to another network (even mobile internet will do) and see if you can connect to it this way.

Last but not least, perhaps one of the solutions listed in this troubleshooting guide might help.

Please let us know if the issue persists.

Hello Robert,

Thank you for your message.

Could you please confirm that you can't connect to any Host machine located in this specific office? Are all of these Host computers connected to the Internet via the same ISP?

Looking forward to your reply.