Pauline's community posts

Hello Andy,

Thank you for your message.

Unfortunately, this is expected behavior caused by some technical specifics of the screen blanking mechanism. Hopefully, we will be able to fix it in our future updates, but we cannot provide any specific ETA on this yet. Sorry for the inconvenience.

Please let us know if you have other questions.

Hello Dave,

Thank you for your patience.

I've checked on this feature with our developers and they've confirmed that we already have it in our wish list, so it will be definitely implemented in our future updates. Unfortunately, we can't provide any specific ETA on this yet.

Please let us know if you have other questions.

Hello Keith,

Thank you for your support and kind words! We appreciate the feedback.

Please feel free to post another message if you have questions or need our assistance. We're always happy to help!

Hello,

Thank you for your feedback.

Unfortunately, moving the notification banner to the notification area is not an option since it might be easily overlooked and not noticed by the remote user whereas the end goal of this notification banner is to make software more obvious and noticeable for the remote user. However, we plan to add an option to choose the corner of the desktop to display the notification banner and also to make it completely invisible on the Viewer's side during the remote session - this way it will be less intrusive for the techs working with Viewer.

Hope that helps.

Hello Alison,

Thank you for your message.

Could you please double-check if you're using Host updated to the same version 7.1.2.0? If your Host is not updated yet and there's a version mismatch, please try updating your Host by following this guide and see if this helps to resolve the issue.
In addition, please let us know if there's any antivirus software installed on the remote Host machine since the issue might easily be caused by some antivirus software activity.

Looking forward to your reply.

Hello Michael,

Thank you for your message.

Our development department have confirmed that all Remote Utilities modules are safe and are not affected by the Log4j vulnerability since Remote Utilities does not use the affected library.
We will try submitting a new reputation ticket to Talos once again, so that they can correct the IP address's reputation. You can additionally submit a ticket here as well as we believe that this might speed up the process.

Alternatively, you can also set up and use RU Server which allows using Remote Utilities without connecting to our public servers. For more information please see this page.

Hope that helps.

Hello Dave,

Thank you for your message.

I will forward your feature suggestion to our development department for a review to see if we can implement it in our future updates. I'll keep you updated on this feature.

Please let us know if you have more questions.

Hello Farhan,

Please try clicking the Help button in the menu bar located along the top of your screen. Clicking the Help command will reveal a drop-down menu with the License key storage option - this is where you can add your license key.

I therefore, request you again to please call me and help me completing the process asap.

Please note that according to our Support Policy we don't provide technical support over the phone.

Hope that helps.

Hello Farhan,

Thank you for your message.

Please make sure that your Viewer for Mac is updated to the latest version 1.0.11.q Beta 11. If your Viewer is up to date, then you can register it with a free license key which you can generate using this form. After obtaining the license key, register your Viewer for Mac following this tutorial.

Hope that helps.

Hello,

Thank you for the clarification.

Could you please try updating your Host to the latest version 7.1.2.0 and see if this helps to resolve the issue, since in this case it is most certainly caused by a version mismatch and/or an outdated Host. You can update your Host remotely via the Simple Update feature.

Hope that helps.