Pauline's community posts

Hello Donn,

Thank you for the clarification.

I will forward the issue to our development department and we will try to reproduce it in our environment to see if we can implement a fix.

I'll keep you updated on the issue.

Hello Peter,

Thank you for providing the log files, we've received the emails.

I'll forward the logs to our devs for examination and will ask for their input on the issue.

I'll get back to you with an update on this from our developers.

Hello Donn,

Thank you for your message.

Could you please clarify if your Host and Viewer are both updated to the latest version 7.1.2.0 and there's no version mismatch? Please note that the File Transfer mode will not work properly if there's a version mismatch since the mechanism was significantly re-written starting version 7.
In addition, here's a related KB page on some restrictions that the Drag-and-Drop feature has for now.

Hope that helps.

Hello John,

Thank you for your message.

there is a problem,not sure what it is but there is one, its the only program that does this, no others do and this one never did inthe past..

Yes, we understand, but, unfortunately, our devs couldn't reproduce the issue so far. Hopefully, we will be able to reproduce it or the log files provided by Peter will help our developers to identify the issue. Sorry for the inconvenience.

We'll keep you updated on the issue.

Hello Peter,

Thank you for your message.

Could you please clarify if you've sent the files to support@remoteutilities.com? Unfortunately, we don't seem to have received an email from you. In this case, could you please try sending it once again (you don't have to include the files from all 7 machines, at least 3-4 should be already enough)?

Looking forward to your reply.

Hello Jessada,

Thank you for your message.

Unfortunately, the "Ask user permission" feature doesn't allow to identify the remote user yet. However, I'll forward this feature suggestion to our development department for a review to see if we can add it in our future updates.
Meanwhile, please note that you can set up some additional security features, such as Remote Utilities security authentication method that allows to enable the "Ask user permission" feature only for some of the users. For more information on how to set it up, please see this page.

Hope that helps.

Hello Peter,

In this case, could you please send us the contents of these events, so that I could forward it to our developers and ask for their input on the issue?

Looking forward to your reply.

Hello,

Thank you for your message.

I've checked with our developers on this just in case if there are any updates on the ETA for the address book for mobile Viewer.
Unfortunately, we still cannot provide any approximate ETA for it. Of course, we will do our best to provide this feature, and the improved mobile Viewer app in general, as soon as we can, but currently our biggest priority is Host/Agent for Mac/Linux. I apologize for the inconvenience.

Please let us know if you have other questions.

Hello Anthony,

Thank you for the clarification.

Yes, in this case it would be very helpful if you could provide us the log files for the examination, including the Host logs as well. Please feel free to send the logs to support@remoteutilities.com or you can also open a ticket in the Ticket System and submit the logs there.
In addition, you can also check the solutions listed in this troubleshooting guide and see if some of them might help to resolve the issue.

Hope that helps.

Hello John,

Unfortunately, I'm not sure about what specific event we should look for in the Windows Event log - I'd forward this type of logs to our developers, so that they can check if there's something that might be causing the issue.

Hope that helps.