Pauline's community posts

Hello Douglas,

Thank you for your message.

Am I right in assuming that this is a headless Host machine you've mentioned in another thread here? If this is the case, could you please confirm that the issue was resolved by connecting a monitor to the machine or by enabling the Use legacy capture mode as I recommended in the other thread?

Looking forward to your reply.

Hello Douglas,

Thank you for the provided feedback.

We will consider adding a section on headless machines to our Documentation/Knowledge base.
As for the connectivity issue - please try enabling the Use legacy capture mode feature in the Host Settings -> Other tab and see if you're able to connect to a headless Host machine this way. After enabling the feature please make sure to restart Host in order for the changes to be applied.

Hope that helps.

Hello Douglas,

Thank you for your message.

Could you please clarify if you've tried uninstalling following this complete uninstallation guide? I've just tried to reproduce the issue but everything works as expected.

Looking forward to your reply.

Hello Douglas,

Thank you for your suggestion.

I will forward your feedback to our development department for further review.

Please let us know if you have other questions.

Hello Peter,

I'm glad to hear we were able to help!

Please feel free to let us know if you have more questions or need our assistance.

Hello Philip,

Thank you for your message.

Could you please double-check if the date and time on the Host machine are correct? Sometimes incorrect date and time might result in getting the "Err_ssl_protocol_error" error messages.
In addition, according to the part of the log file you've attached (please in the future do not post the logs on the forum as they might contain some personal information), it seems like the ports used by Remote Utilities are blocked or used by another software. Please make sure that the machine in question has TCP Outbound ports 5655 and/or 443 are opened. For more information on ports used by Remote Utilities please see this page.
Last but not least, please see if any of the solutions listed in this troubleshooting guide might help to resolve the issue as well.

Hope that helps.

Hello everyone,

Peter, could you please provide us the Host log files for examination? You can locate the log files in the following folder:
C:\Program Files (x86)\Remote Utilities - Host\Logs\ and send them to support@remoteutilities.com. Please do not publish the logs on the forum as they might contain personal information.

Dept IT, thank you for the provided links. We'll make sure to check them and submit the False Positives so that our servers address can be removed from the block lists.

Thank you.

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.