Pauline's community posts

Hello Chris,

Thank you for the update on the issue.

Would it be possible to provide us a short video of the issue, once it occurs again, so I could forward it to our development department and ask them to investigate into this further? You can send the video to support@remoteutilities.com. In addition, please let us know specific models and versions of your graphics cards as well as Windows versions on both Viewer and remote Host machines.

Looking forward to your reply.

Hello Michael,

Thank you for your message.

Could you please double-check if you have the Disable clipboard transfer checkbox enabled in the Host Settings -> Other tab? In addition, could you please let me know if the issue occurs if you connect from Viewer for Windows or Linux and try reproducing it?

Looking forward to your reply.

Hello Rhyss,

Thank you for your input.

I've forwarded this information to our development department for a review to see if this can be fixed in our future updates for Viewer for Linux.

Please feel free to post another message if you have more questions.

Hello Yann,

Sorry for the late reply and thank you for your patience.

We've tested Viewer for Mac with the latest MacOS 11.3.1 and couldn't reproduce the issue - Viewer runs as expected without any crashes.

Please let us know if the issue still persists.

Hello,

Thank you for the clarification.

Of course, it's possible to start Agent minimized to a taskbar. Here's how you can do it:
1. Right-click on your Agent package and select Create shortcut.
2. Right-click on the created shortcut and select Properties. Navigate to the Shortcut tab and in the Run section select Minimized.
You can place this shortcut on your desktop and run Agent via the shortcut - this way it should always start already minimized to the taskbar.
Please note that when running Agent, it's only minimized to a taskbar if you select No on the UAC prompt, i.e. if you run Agent as a regular user without admin rights.

Hope that helps.

Hello Maro,

Thank you for your message.

Is it possible to configure the host for 2 Internet IDs, the usual default and an additional one for the RU server I'm trying to get to work?

Unfortunately, each Host can only have one Internet-ID code assigned to it and can only use either our default server or self-hosted RU Server as its relay server at any given time (i.e. it's not possible to use both servers at the same time). However, you can use Host with its own Internet-ID code with our public server as a relay and as the additional Host in this case, simply use Agent instead - it can have a separate Internet-ID code and use your custom RU Server as its relay. However, please note that Host and Agent still cannot run on a machine simultaneously.

Is it possible to install both the RU server and the host on the same PC?

Yes, of course, Host and RU Server can be installed on the same machine as they do not conflict with each other and can run simultaneously.

What is a good port number to configure for my RU server that is not likely to be blocked? What is a good port number to configure for my RU server that is not likely to be blocked?

Unfortunately, we cannot suggest a specific port number as each configuration might have their own ports blocked or used by some other software. The default ports used by Remote Utilities for Internet-ID connections are 5655 and 443. Since you can set up any port as your communication port for the RU Server, you can sel ect any available port (i.e. one of the opened ports that are not used by other software). You can check the list of available ports by running the Windows Command Prompt and typing in the netstat -a command. Here's also a relevant guide on checking available ports that might be useful.

So another question is, can we troubleshoot if the hotel's firewall is blocking the default port 5655 or perhaps your IP address, or some other thing?

This can usually be checked by examining the log files to see if there are any error entries on either side of the connection that might be causing the issue. I've checked the previous thread and noticed that you've already provided the log files with socket error entries that were occurring when connecting in the hotel's network. The fastest way in this case might be to simply refer to the hotel's IT department or network administrator, as they might be blocking specific ports or access to our servers, which might be the case since you cannot connect to any Host fr om Viewer in this specific network only. Unfortunately, according to our Support Policy, we cannot assist in resolving network administration issues. Sorry for the inconvenience.

Hope that helps.

Hello,

Thank you for your message.

Do you mean that you want to minimize the Agent window to the system tray, correct? If this is the case, then unfortunately, minimizing the Agent window to the system tray is not possible. The Agent is supposed to work explicitly, that is, it should be always visible in the taskbar. If we add a tray-only option the remote user may easily overlook the fact that the Agent is running on their PC. Sorry if this makes Remote Utilities less useful for you.

However, you can easily minimize the Agent window to the taskbar or, use Host instead - Host is a persistent module and requires installation as well as admin privileges, but its icon is only displayed in the system tray.

Hope that helps.

Hello Matt,

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 other questions.

Hello Howard,

Thank you for your message.

Yes, you can enable the Use legacy capture mode feature when generating your custom MSI installation or Agent package. Here's how you can do it:
1. On Step 4 - Host settings configuration of the configuration process enable the General and network settings checkbox and click Finish. This will invoke the Host/Agent settings window - any settings you will set up here, will be applied to the remote Hosts installed using this installation package or to your Agent.
2. In the Host/Agent settings window navigate to the Other tab and enable the Use legacy capture mode checkbox. Click OK and save the output file.
3. Install the remote Host using the pre-configured installer - or, in this case, run your Agent. The Use legacy capture mode will be already enabled.
4. Try connecting to the remote Host/Agent where the issue have previously occurred and see if this solution helped to resolve it.

Please let us know if you have more questions.

Helllo Howard,

Thank you for your message.

Please make sure that your Host is updated to the latest version 7.0.2.0 as well - this can be done via the Self-Update feature or manually. The latest version 7.0.2.0 is available for download on this page.

In addition, please try enabling the Use legacy capture mode checkbox in the Host Settings -> Other tab and see if this helps to resolve the issue. After enabling the checkbox please make sure to restart Host in order for the changes to be applied. Please note that this can also be done via the Remote Settings feature that allows you to change settings of the remote Host within your Viewer.

Please let us know if the above solutions did not help and the issue persists.