Pauline's community posts

Hello Anita,

Thank you for your message.

Could you please clarify if Viewer of version 6.10.10.0 is registered with any commercial license key or if it's possible to connect from this Viewer using Direct connection (for example, if this Viewer is located in the same LAN as Host)? If this is the case, then that's why you still can connect from that Viewer as version 6 still works - it just can't connect via our public Internet-ID servers anymore (unless it's registered with a paid license key). Therefore, in case if you can connect to your Hosts using Direct connection only or connect from Viewer registered with any commercial license, then please feel free to downgrade. The installation files for version 6.10.10.0 are always available on this page.

Alternatively, in case if your updated Viewer of the latest version connects to your Host using Internet-ID connection, then please try referring to this troubleshooting KB page to see if any of the listed solutions can help to resolve the issue.

Hope that helps.

Hello Giuseppe,

Thank you for your message.

Currently an approximate ETA is by the end of the first half of this year. Please note that this is still just an approximate ETA. However, we're doing our best to make Host/Agent as well as the stable version of Viewer for Mac/Linux available for our users as soon as we can. Sorry for keeping you waiting.

Please let us know if you have more questions.

Hello John,

Thank you for your message.

Could you please send us the latest Host log files along with the Windows Event logs and the Host registry key HKEY_LOCAL_MACHINE\SOFTWARE\Usoris\Remote Utilities Host\ fr om a few Host machines wh ere the issue have re-occurred? You can send the files to support@remoteutilities.com as usual.
In addition, please specify the exact name of the Windows Update that was installed on the machines in question.

Looking forward to your reply.

Hello John,

I'm glad to hear we were able to help and it worked for you!

Please feel free to post another message if you have more questions. We're always happy to help!

Hello,

Thank you for your message.

I've forwarded this issue to our developers and asked for their input on this in order to provide you with the most accurate information on how you can launch Viewer's UI this way. I'll get back to you with an update on this as soon as I hear back from our development department.

Thank you.

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.