Pauline's community posts

Hello Nhlanhla,

Please try using this Contact Sales form and specifying your questions in the "Message" field so that our Sales department representative can get back to you.
However, please note that Remote Utilities is a self-sufficient stand-alone software provided "as is". We do not assist in writing custom scripts/codes or implementing integration of Remote Utilities with other software.

Hope that helps.

Hello Peter,

Thank you for your message.

Could you please try the following and see if this helps to resolve the issue:
1. Fully exit the Viewer File -> Exit.
2. Locate the file config_4.xml in the C:\Users\[Your_username]\AppData\Roaming\Remote Utilities Files\ folder.
Please note that the AppData folder might be hidden by default in which case you need to enable "Hidden files and folders" in Windows Explorer settings.
3. Remove the config_4.xml file from that folder.
This will reset the Viewer settings. Your current address books won't be affected by this action.
4. Run Viewer and try registering it with your license key once again.

After you've registered Viewer please try restoring your address book from a backup as described in this step-by-step tutorial.
Please note that the automatic daily backups of the address books are enabled by default and include your general (default) address book and any custom address book you've added to your Viewer.
You can locate the backup file for the address book in the following folder:
C:\Users\[Your_username]\%AppData%\Roaming\Remote Utilities Files\backups\.

Hope that helps.

Hello Bill,

Thank you for your message and for letting us know.

We will test this out to see if we're able to reproduce this issue and implement a quick fix for it in the nearest update. Sorry for the inconvenience.

I'll keep you updated on the issue.

Hello Tom,

Thank you for your message.

Thank you for the feedback. We will try to reproduce the issue to see if it's possible to implement a fix for it in our future updates. Sorry for the inconvenience.

I'll let you know if there are any updates on this issue.

Hello Nhlanhla,

Thank you for your message.

Could you please clarify if by "group into labs" you mean grouping connections in the address book to folders? If this is the case, please note that you can create folders in the Navigation pane on the left side of the main Viewer window. In order to create a folder simply right-click with the mouse cursor hovered over the Navigation pane and sel ect Add folder. When you have created folders, you can simply drag and drop connections fr om the Contents pane on the right to the preferred folders on the left.

and an indication on wether a remote computer is in use by a student /Lecturer

Unfortunately, this feature is not available in Remote Utilities yet. However, we already have it in our wishlist, so it definitely will be implemented in one of our future updates. Sorry for the inconvenience.

Hope that helps.

Hello Xinyao,

Thank you for your message.

Unfortunately, the File Transfer connection mode is not available in Viewer for Mac/Linux yet since it's still in the beta stages. Currently, the only connection methods available for Mac/Linux users are Full Control and View Only.

However, the File Transfer connection mode as well as other connection modes will be implemented to Viewer for Mac/Linux at the subsequent beta stages or the final release. You can find the full list of features that are already available in Viewer for Mac/Linux on this page (please see the very first message in the thread). Sorry if this makes our software less useful for you.

Please let us know if you have more questions.

Hello Everyone

Alain, please note that we've responded to your message in another thread to avoid duplication.

Peter and Dept IT, could you please let us know if you're still experiencing the issue? We've received some similar reports and have restarted our severs just in case (even though there was no recent downtimes), so in most cases the access to the remote Hosts is now working.

Same IP is listed on this website: https://threatfox.abuse.ch/ioc/259582/
May be a listing that needs to be disputed, @remoteutilities?

Thank you for letting us know. We will definitely report this as a False Positive, so, hopefully, this entry will be removed soon.
As for the firewall block - please try adding the DNS name id.remoteutilities.com to the exceptions/allow list, so that the access to our intermediary servers is not blocked.

Please let us know if you have more questions.

Hello Alain,

Thank you for the clarification.

In this case, could you please send us the latest Host log files for examination (i.e. one of the Hosts that you connect to via your custom RU Server)? You can locate them in the following folder: C:\Program Files (x86)\Remote Utilities - Host\Logs\.
You can send the log files to support@remoteutilities.com or create a ticket in the Ticket System and attach the logs to the ticket.

Looking forward to your reply.

Hello Alain,

Thank you for your message.

Could you please clarify if your RU Server is updated to the latest version 3.1 as well? In case if it's not updated to the latest version yet please try updating it as well, so that your Host, Viewer and RU Server versions all match since some new additions were implemented to the RU Server in the latest update as well.
The latest version of RU Server 3.1 is available for download on this page.

Please let us know if the issue persists after updating RU Server as well.

Hello Peter,

Thank you for your message.

How do I remove it since it is a legitimate connection ? This message assumes unauthorized access.

This connection alert is persistent and cannot be removed. The notification was added for security reasons and is shown for all trial and free license users. Sorry if this makes our software less useful for you.

By the way the grammar is wrong as well ... it should be " Your computer..." not "You computer..."

Thank you for the feedback. We'll make sure to correct this typo as soon as possible.

Please let us know if you have other questions.