Pauline's community posts

Hello Victor,

Thank you for providing us the log files.

I will forward the issue along with the logs to our development department and will ask for their input on this. Sorry for the inconvenience.

I'll get back to you with an update on this shortly.

Hello Victor,

Thank you for the clarification.

We will try to reproduce the issue in our environment to see if we can implement a quick fix for it.
Meanwhile could you please provide us the Error log entries from your mobile Viewer? You can locate the Error log by clicking the burger menu in the upper left corner, then selecting Settings -> Error log. You can send us the log to support@remoteutilities.com for examination.

Looking forward to your reply.

Hello Victor,

Thank you for your message.

Could you please also let us know your iOS version? You can find it in the Settings menu -> General -> About section.
In addition, could you please let us know if you've already tried reinstalling the mobile Viewer app or restarting your iPhone? If you haven't tried these steps yet then could you please try reinstalling the Viewer app and then restarting your device and let us know if the issue still persists after doing so?

Looking forward to your reply.

Hello Liam,

Thank you for your patience.

I've checked on this with our developers and as of this writing, the approximate ETA for the release of Host/Agent for Mac/Linux is within the first half of the next year. However, we'll do our best to make Host/Agent for Mac/Linux available for our users as soon as possible.

Hope that helps.

Hello Roland,

Is that possible licenses or the actual count? If it is possible then how can I find the actual used license count?

Yes, the License Count column in the License Key Storage displays the possible licenses for the Free license keys and number of concurrents techs for commercial type license keys, i.e. for the Free license the number in the License Count column is always 10 regardless of how many remote connections you have in the address book currently.

You can see the list and number of all connections that you currently have in the All Connections folder in your Viewer - this is a special "smart" folder which lists all connections from all address books (local and synced) in one list for convenience.

So, how can I verify how many licenses are used?

You can simply check this by the number of the connection entries in your address book - if you have up to 10 remote Hosts in your address book at any given moment then you're good to go. In case if you have 11 or more connection entries then it exceeds the amount of connections allowed by the free license and you'll receive a notification when trying to connect to any of the remote Hosts that will ask you to remove extra connections.
Please note that the free license key is not linked to some certain Hosts or remote machines which means you can remove and add 10 different Hosts to your address book as often as you need to, the only limitation is that the number of the Hosts shouldn't exceed 10. For example if you had 10 connections and removed 6 of them then you have 4 more free spots to add new Hosts to your address book.

Hope that helps.

Hello Roland,

Thank you for your message.

The Free license allows you to add up to 10 remote Hosts to your Viewer address book, i.e. if you get a message that you've used up your license connection it means that you currently have over 10 remote connections in your address book.
Please note that Hosts are not registered with your license key and your license is not limited to some specific remote Hosts which means that you can delete a remote connection entry from your address book if you don't plan connecting to this Host anymore - this will free up a spot in your address book, so you can add a new connection. Please try checking the connection entries in your address book and try deleting some of them.

In addition please also double-check if you have a Hide default domain controller checkbox enabled in your Viewer's Options -> Misc tab. In case if the checkbox is disabled please try enabling it - this will disable showing Active Directory tree in the Viewer's Navigation pane, since the AD tree connections also count against the license.

Hope that helps.

Hello Kris,

Thank you for your message.

Could you please provide us the following log files for examination?
1. Host log file that can be found in this folder: C:\Program Files (x86)\Remote Utilities - Host\Logs\.
2. Viewer log.
3. RU Server log.
You can send the log files to us to support@remoteutilities.com or you can also open a ticket in the Ticket System and attach the log files to the ticket.

Looking forward to your reply.

Hello Alexey,

Yes, closing the configuration window saves the updated settings. However, I'm glad to hear you've figured out the issue and it works for you now!

Please feel free to let us know if you have other questions.

Hello Alexey,

Thank you for the provided log files.

I'll forward the issue along with the log files to our development department and will ask for their input on this.

I'll get back to you with an update on this shortly.

Hello Alexey,

In this case could you please provide us the RU Server log files as well as Host log files for examination? You can send the log files to support@remoteutilities.com.

Looking forward to your reply.