Pauline's community posts

Hello Paolo,

Thank you for your message.

Could you please try enabling the Use legacy capture mode in the Host Settings -> Other tab and see if it helps to resolve the issue? After enabling the feature please make sure to restart Host in order for the changes to be applied.
In addition, please make sure that your Host and Viewer are both updated to the latest version 7.1.2.0 and there's no version mismatch which might lead to performance issues or some features not working. In case if something needs to be updated, you can do so via the Simple Update feature or by manually running the installation files you can download on this page.

Hope that helps.

Hello Claudio,

Thank you for your message.

Before we can proceed with further troubleshooting, please try referring to this KB page and see if any of the solutions listed there help to resolve the issue.

In addition, please make sure that your Host and Viewer are both updated to the latest version 7.1.2.0 as the version mismatch might lead to performance issues or some features not working. You can update your Remote Utilities installation via the Simple Update feature.

Hope that helps.

Hello Uwe,

Thank you for your message.

Unfortunately, it's not possible to turn off/skip the printing window yet. However, we already plan to add this option to the Remote Printing mode in our future updates, so that it would be possible to start printing immediately. Unfortunately, there's no specific ETA on this feature yet.

Please let us know if you have other questions.

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.