Pauline's community posts

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 Please do not publish the logs on the forum as they might contain personal information.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.

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.