Pauline's community posts

Hello Jorge,

Thank you for your message.

Version 6.10.10.0 still works and can be used with Internet-ID connection by all users who own a commercial license key for version 6.
Would you be able to check the Host log file and see if it contains any error entries? You can also send the latest Host log file to us for a review to support@remoteutilities.com.

Looking forward to your reply.

Hello Jorge,

Thank you for your message.

According to our Upgrade Policy, users who had purchase their license key for version 6 sometime in 2020-2021 are eligible for a free upgrade to version 7. All other users with pre-existing commercial license key are eligible for a 50% off discount when upgrading their license.
You can use this Upgrade form to see if your license key is eligible for free upgrade.

Hope that helps.

Hello,

Thank you for your message and sorry for the late response.

Could you please double-check if you have your custom RU Server address selected in the following directories:
1. Host Settings -> Internet-ID settings.
2. Connections Properties -> Internet-ID connection.
In case both directories already have the correct custom Server selected, please let us know if the issue occurs for all of your remote Hosts or only for one specific remote machine.

Looking forward to your reply.

Hello Greg,

Thank you for the provided details.

I'll forward your feedback to our developers to see if they can offer some input on this or if we're able to implement this functionality in our upcoming updates.

Let us know if you have more questions.

Hello Greg,

Thank you for your message.

I apologize for the late reply. Would you be able to elaborate a bit more on the feature suggestion, so I can submit it to our developers for a review?

Looking forward to your reply.

Hello Juan,

Ok, so I can have more than 20 machines in my list but I can only use 20 hosts at the same time?

Not exactly, it means you can only have up to 20 remote Hosts added to your address book at any given moment. If the amount of Hosts exceeds the license, you will get a notification asking you to delete some of them.

Unfortunately, we don’t provide technical support over the phone. However, please feel free to contact our Sales team via this form.

Let us know if you have any questions.

Hello Paul,

Thank you for the clarification.

In this case, please note that this is known behavior which we’re already investigating and hope to implement a fix for it in our upcoming updates. Currently, the known workaround for this issue is using the Legacy Capture mode feature.

Let us know if you have more questions.

Hello Rafael,

Thank you for your message.

We will definitely add multiple monitor support in the upcoming updates for Mac/Linux. I’ll also forward your feedback to our development team.

Thank you for your support.

Hello Paul,

The difference between the default and legacy capture modes has to do with how screen capture is processed deep inside the operating system. Windows 8, 8.1 and Windows 10 require certain modifications to the screen capture mechanism. On the surface this difference just manifests itself in that check box that the user can check or uncheck to resolve problems with screen capture.
Regarding the issue - could you please clarify what exactly happens when you can’t connect to a remote Host? Do you see any connection attempts or the “world map” loading screen?

Looking forward to your reply.

Hello Juan,

Thank you for your message.

Yes, you can install Host on any number of machines. However, please note that address book can only have up to 20 remote connections added at a time (including on your RU Server) - you can replace them as needed since licenses are not tied to a specific workstation. You can refer to this page for more information.

Let us know if you have more questions.