Pauline's community posts

Hello Victor,

Please note that in this case you should be able to change the Host's Settings remotely via the Remote Settings feature. Simply log in to the remote connection, then right-click on the connection in the address book and select Remote Settings as described here. In this case after applying the changes Host will be restarted automatically and then you should be able to reconnect to the remote Host.

Hope that helps.

Hello Colin,

Thank you for your message.

Our servers are running with 100% uptime recently and we haven't had any downtime or other issues with our servers - our servers are up and running as well as being constantly monitored. The grey Host icon (as well as the Offline and Connection not available statuses) means that the Host cannot connect to our Internet-ID servers - perhaps, our servers might be mistakenly blocked by some firewall/antivirus activity or the required ports are blocked or being used by some other software.

Before we can proceed with further troubleshooting please refer to this Internet-ID troubleshooting guide and see if any of the solutions listed there help to resolve the issue.
In addition, please double-check if the outbound TCP ports 5655 and 443 are not blocked on the Host machine. For more information on the ports used by Remote Utilities please see this page.

Please let us know if the issue persists.

Hello Victor,

Thank you for your message.

Please try enabling the Use legacy capture mode feature in the Host Settings -> Other tab and see if this helps to resolve the issue. After enabling the feature please make sure to restart your Host in order for the changed to be applied.

Hope that helps.

Hello,

Thank you for your message and thank you for using Remote Utilities!

1. Does my support level remain at Mini? What if RemoteUtilies gets a major release after my 1 yr but I do not upgrade to that major release version? Is my support level remain at Mini?

Yes, your support level will remain at MINI level even if you don't upgrade to the next major version, i.e. once you apply the license to your account, you stay at this support level unless you upgrade to another license tier. In addition, please note that our support is provided for free for all license types. For more information please also see our Support Policy.

2. What if RemoteUtilities discovers a security issue after my 1 year anniversary? Do I have do a paid upgrade to get the security update?

In case if we discover a security issue we will do our best to provide a solution that would allow all our users to update to the version with the implemented fix. However, please note that version 6 of Remote Utilities has been around for 7 years and all the minor updates released during that time (6.10.10.0 was the last stable release for version 6) were free for all customers in accordance with our Support Policy.

Please let us know if you have more questions.

Hello Brian,

Thank you for your message.

Please try using this Microsoft tool that helps to automatically fix issues when you cannot update/install or fully uninstall software. You simply need to download the tool, run it and then follow the provided instructions.

Alternatively, if your Viewer was installed via the vanilla installer downloaded from our website, then it might have been a false positive detection which sometimes occur - you can try submitting a False Positive report to AVG, then add the Viewer installation folder to the antivirus exception list as described in this guide and remove the *msi file from quarantine. Here's also a full uninstallation guide that might be helpful if you want to install version 7 from scratch.

Please let us know if you have more questions.

Hello Niles,

Thank you for your message.

This pop-up window is the First Connection Warning which is a special informational window only shown to the remote user the first time a tech connects to the Host computer and only if certain conditions are met.
Please note that the First Connection Warning window can only be closed if the remote user click the OK button when physically present at the remote machine (clicking on the button remotely won't work). After clicking the "OK" button once and closing the pop-up, the window is not displayed on this specific Host machine again.

In addition please note that the First Connection Warning window is only shown if during the configuration process the Internet-ID connection was enabled and the remote tech to the Host machine from a Viewer registered with any license except for PRO or from a Viewer running in a 30-day trial period.
In the following cases the First Connection window will not be displayed on the remote Host machine:
1. If the tech connects from a Viewer registered with a PRO licensed.
2. Host was installed from a vanilla installer or a custom installer with Internet-ID connection disabled (i.e. only Direct connection is allowed).

Hope that helps.

Hello Rinaldo,

Thank you for your message.

Please note that all of our licenses, both commercial and free, are not restricted to a certain machine, i.e. you can register multiple Viewers with the same license key, even if it's a 1-tech license. For more information please also see this page.

As for the connection issue please note that I've responded to your ticket #4231 that you've created to avoid duplication. You can see all of your tickets on the My Tickets page.

Hope that helps.

Hello Niles,

Thank you for your message.

Could you please clarify if you're installing the Host via the custom installation package on a machine where a previous Host installation or its traces exist, i.e. if the previous installation was not uninstalled or was uninstalled completely as described in this tutorial? If this is the case then this is expected behavior and you do not receive emails since Host is being installed not from scratch, i.e. the email with access credentials is only generated if it's a clean Host installation on a specific machine and all following installations do not generate an email after that.
Please try uninstalling Host or removing the traces of any previous Host installations as described in this full uninstallation tutorial. After this please try restarting your machine and then installing Host once again using your custom installer. This way, the installation process will be carried over as if it's a clean installation, so the email should be generated and sent to your specified address.

In addition, in cases when installing over an existing Host installation please also make sure to enable the When updating existing Hosts, overwrite their Internet-ID code with the generated code checkbox as well as the Automatically generate Host password checkbox on Step 3: Advanced options -> "Internet-ID" tab of the configuration process. These checkboxes ensure that if you use your custom installer over an existing Host installation, new access credentials are generated and sent to your specified email address.

Hope that helps.

Hello Victor,

I'm glad to hear we were able to help and it works for you now!

Please feel free to post another message if you have more questions or need our assistance.

Hello Victor,

Thank you for your patience.

I've checked on the issue with our developers - they were able to reproduce the issue. We will implement a fix for it and will release an updated version of mobile Viewer with a fix within a few days. Sorry for the inconvenience.

Please let us know if you have more questions.