Pauline's community posts

Hello Douglas,

Thank you for your message.

Could you please elaborate a bit more on this feature suggestion? Do you mean the feature that will prompt the remote user to confirm the banner location after a new location is selected on the Viewer's side?
If you mean something else, please let us know.

Looking forward to your reply.

Hello Jon,

Thank you for your message.

I'm glad to hear it works for you now. However, in this case, please also consider adding the Host installation folder C:\Program Files (x86)\Remote Utilities - Host\ to the Windows Defender exception list as described here and submitting a false positive report to Microsoft here - this way, Microsoft will be able to remove the false positive detection and resolve the issue.

The funky warning in the bottom right corner is a nuisance on our unmanned robots.

Please note that this notification banner is persistent cannot be removed when connecting via Internet-ID connection from Viewers registered with a free license or in trial mode. For more information on the notification banner and how we plan to improve it please see this page.

Hope that helps.

Hello Brian and Julie,

I'm glad to hear you've successfully upgraded your Host installations and it works for you now!

Julie, since you have an antivirus software installed on your Host machine, please add the Host installation folder C:\Program Files (x86)\Remote Utilities - Host\ to the exception list just in case to avoid issues that might be caused by antivirus software activity.

Please let us know if you have other questions.

Hello Todd,

Thank you for your message.

Could you please enabling the Capture alpha-blending windows checkbox in the Connection Properties window  -> Additional Properties tab and see if this helps to resolve the issue?

In addition, please also try enabling the Use legacy capture mode checkbox in the Host Settings -> Other tab and then restarting Host to see if this helps.

Please let us know if the issue persists.

Hello Michael,

Thank you for your message.

Unfortunately, the temporary license key has already expired since it was only valid until February 14. In this case, please update your Host manually by downloading the Host installation package of the latest version 7.1.2.0 on this page. Then run the installer on the target remote Host machine that needs to be upgraded and follow the steps provided by the installation wizard - Host will be upgraded automatically and all settings from the previous Host will be carried over to the new installation as well.

Hope that helps.

Hello Keith,

Thank you for your message.

Please try using this Microsoft Troubleshooter Tool and see if it helps to resolve the issue. This tool helps you to automatically repair issues when you're blocked fr om installing, updating or removing software. Simply download the troubleshooter tool from the link above, run it on the Viewer machine wh ere the issue occurs and follow the steps provided by the wizard.

Hope that helps.

Hello Audrey,

Thank you for your message.

Please note that the latest version of Viewer for Linux and Mac is currently 1.0.11.q (Beta 11) which is available for download on this page.
As of this writing, version 7.1.2.0 is only available for Remote Utilities for Windows.
In this case, you only need to upgrade your remote Host to the latest version 7.1.2.0. Unfortunately, the Simple Update feature is not available in Viewer for Linux/Mac yet, so in this case you will need to upgrade your Host manually - simply download the Host installation package of the latest version on this page, run it on the remote Host machine and follow the steps provided by the installation wizard. Your Host will be upgraded to the latest version and its existing settings will be carried over to the new installation automatically.
After upgrading your Host you should be able to connect to it from Viewer for Linux of the latest version 1.0.11q (Beta 11).

Hope that helps.

Hello Steven,

Thank you for your message.

It seems like the issue might have been caused by some antivirus/firewall activity that could mistakenly damage or delete some files fr om the Host installation folder or Host's registry key.
Could you please try fully uninstalling Host on the machine wh ere the issue occurs following this guide, then restarting the remote machine and re-installing Host from scratch to see if this helps to resolve the issue?
In addition, please make sure to add the Host installation folder to the exception list of the antivirus software installed on this machine: C:\Program Files (x86)\Remote Utilities - Host\.

Hope that helps.

Hello Michael,

Thank you for your message.

Please try clicking this link - the license key will be downloaded automatically. After the license key file is downloaded, please try registering your Viewer following this guide.

Hope that helps.

Hello Julie,

Thank you for your message.

Could you please clarify if you've registered your Viewer with the temporary license key provided in the upgrade guide? Please note that this a special temporary license key that we provided to our users, so that they can connect to their Hosts of version 6 in order to upgrade them.
If you haven't registered your Viewer with the provided license key yet, please download the license key file here and register your Viewer with this key following this guide.
After your Viewer is registered please try connecting to the remote Host once again and see if you're able to connect this way.
If your Viewer already was registered with this license key, but you still can't connect to the remote Host, could you please let us know if there's any antivirus software installed on the remote Host machine?

Looking forward to your reply.