Pauline's community posts

Hello Nijel,

Sorry for the late reply.

Yes, in order to register Viewer for Mac/Linux you need to use the license key for the latest version of Remote Utilities 7.0.2.0 (i.e. the one that is stored in the *rlicense format file). However, I'm gad to hear you've already figured out the issue and was able to register your Viewer for Linux!

Please let us know if you have more questions.

Hello Ivan,

Thank you for your message.

Could you please let us know if you've updated your Viewer to the latest version 7.0.2.0 as well? In case if your Viewer is already updated to the latest version, i.e. there is no version mismatch but the issue persists, then could you please let us know the following information:
1. When selecting the Restart Agent as command, do you get the credentials prompt, i.e. on what exact step does the issue occurs for you?
2. Does the Restart Agent as command work with other remote machines, for example, the ones that are not running on Windows 7?

Looking forward to your reply.

Hello Nijel,

Yes, of course. Please try opening the License Key Storage by navigating to the Help section -> License Key Storage on the Viewer's toolbar. In the opened key storage window you can register your Viewer by drag-and-dropping your license key to the storage window or by locating the license key file manually.

Hope that helps.

Hello Nijel,

Thank you for your kind words!

Please note that we've already updated Viewer for Mac/Linux and the latest version 1.0.10.q Beta 10 is available for download on this page. Please note that the licensing in the latest version works the same way as in Viewer for Windows, i.e. you can use Viewer for Mac/Linux in trial mode for 30 days after which you need to register your Viewer with your license key as described in this tutorial.

Please let us know if you have more questions.

Hello,

Thank you for your message.

Could you please double-check if you're trying to register your Viewer with a license key compatible with version 7 of Remote Utilities (i.e. the license key that is stored in the *rlicense file extension)?
In case if you're trying to register your Viewer with a license key in a *txt format, please note that this license key is meant for version 6.10.10.0 and older of Remote Utilities and is not compatible with version 7 of the program. In this case please generate a new license key compatible with version 7 of Remote Utilities using this form as the free license keys are not upgradable.

Hope that helps.

Hello,

Thank you for your message.

Please note that the Remote Utilities's Wake-on-LAN built-in feature only works if you use Direct connection and only for the Host machines located in the same LAN and the same subnet as the Viewer PC. We do have a few improvements for the WoL feature added to our wishlist, namely to use one Host to wake other computers on the same LAN, i.e. it will be possible to use the Wake-on-LAN command even with Internet-ID connection. We will implement this feature in our future updates, but, unfortunately, we cannot provide any specific ETA on it yet.

However, in case if you want to use the Wake-on-LAN feature over the internet, then you might try waking the remote Host machine over the Internet by sending the magic packets. For more information on how to use WoL over the Internet please refer to this guide. In addition, here's a related community thread where one of our users shared their extensive experience on using WoL over the internet.

Hope that helps.

Hello Chad,

Thank you for the provided update.

Could you please try one more thing: locate the Viewer's configuration file config_4.xml and try deleting it - this will reset the Viewer's settings and will create a new configuration file. For installable Viewer this configuration file is located 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). For the Portable Viewer it's located in the Viewer's folder itself.
Resetting the configuration won't affect your address book, but you will need to register your Viewer with your license key once again.

Please let us know if this helped to resolve the issue.

Hello Carly,

Thank you for your message.

Yes, the number of techs that can connect to a remote Host at the same time is not limited. However, please note that only one free license key is allowed per individual, company or organization. For more information, please see our EULA.

Hope that helps.

Hello Chad,

Thank you for your message.

Please try using this Microsoft Troubleshooter Tool that helps to automatically repair issues that block software from installed, updated or removed.

Hope that helps.

Hello Paul,

Thank you for your message.

Please try selecting Cancel in the Windows Defender Firewall window - this will run Agent as a normal user (i.e. under the current Windows user without admin rights). Such UAC/firewall prompts are expected behavior when running Agent since some operations might require elevated privileges, so in this case you're able to choose if you want to run Agent with admin rights or no - when selecting "Cancel" on the prompt window you're just denying Agent from running with admin privileges, not from running at all.

Hope that helps.