Pauline's community posts

Hello Christopher,

Thank you for your message.

Please note that the license key for version 6.x.x.x is incompatible with version 7.x.x.x of Remote Utilities. According to our Upgrade Policy our customers who purchased the key within a year back from the new version release date (i.e. within the years 2020-2021) are eligible for a free license key upgrade. Customers who purchased their license more than a year ago (earlier than 2020) are eligible for paid upgrade only, although with a 50% discount.

There are three options:

1. Check if your version 6 key is eligible for a free upgrade to version 7 using this form. You can then proceed upgrading your license key and use it to register in your Viewer 7.0.2.0.

2. If you are only eligible for a paid upgrade (50% discount guaranteed to existing customers) and decide to purchase an upgrade key, use the same upgrade form linked above and proceed to the Checkout. Once you receive your purchase key, register your Viewer 7.x.x.x with it.

3. Finally, if you do not want to upgrade you can keep using version 6 and your existing license key forever. If you have already upgraded your Viewer to version 7.x.x.x you can uninstall it and reinstall Viewer 6.x.x.x by downloading it from this page.

Please let me know if you have any questions.

Hello,

Thank you for the update on this.

Yes, our webmaster confirmed the issue occurring somewhere on Feedly's side as well. Perhaps, you could consider switching to another aggregator app, if possible. Sorry for the inconvenience.

Please let us know if you have more questions or need our further assistance.

Hello,

Thank you for your patience.

I've checked with our webmaster on this issue - it seems like the issue might be on Feedly's side as we can see that on our side everything is updating properly. We've also tried limiting the number of elements to 10 but, unfortunately, this did not solve the issue with Feedly.

Here's what Feedly's own documentation says on this:

For Basic accounts, the max polling time can vary between 30min to 1 day depending on how popular the site is and how often it publishes.

In this case, especially, since there are no specific errors shown for our content on Feedly's side but the content is not updated on Feedly, we assume that the issue is somewhere on their side. Unfortunately, seems like "Basic" users cannot contact their technical support, but if you have a paid plan on Feedly and especially if you have other subscriptions through Feedly and they work properly, then we recommend that you contact their technical support directly and ask them to investigate the issue. Unfortunately, we cannot guarantee how other services work, nor do we have any control over it. Sorry for the inconvenience.

Please let us know if you have other questions.

Hello,

Thank you for your message.

I have seen that you also have an agent, but when accessing from the Viewer, you have to add the connection, occupying a space in the address book. Does this have to work like this ???

Yes, unfortunately, you need to add any Host/Agent to your address book first in order to connect to it. Since Agent is a module for spontaneous support, the connection entry can be removed from the address book after the remote session is over, so this way you can free up some space in the address book.

you give me ID and password, and at the end of the remote, ready.

Yes, the remote user can run Agent and provide you their Internet-ID code and password - you only need to add the connection entry to your address book and connect to the remote Agent. Please refer to this guide on connecting to a remote machine via Agent.

In addition, please note that according to our Community Forum rules mentioning competitor links and product names are not allowed on our forum.

Hope that helps.

Hello,

Thank you for your message.

This issue might be occurring if the Viewer configuration file was somehow corrupted (for example, by some antivirus or firewall software).
Please, try the following:
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 address books won't be affected by this action, but you will need to register your Viewer with your license key once again.
4. Run Viewer and try setting up server in the Default Connection Properties menu as your self-hosted RU Server once again.

Please let me know if the issue persists.

Hello Gaz,

Thank you for your message.

Is there anything specific or unique that needs to be set up that we are missing?
Or does RU Server not work on a Hypervisor set up?

There are no specific requirements for Remote Utilities running on VMs. Before we can proceed with further troubleshooting, please also try checking with this guide on migrating your RU Server to a new machine to check if all necessary data and settings were carried over to the new machine.
In case if all necessary data/settings are already set on the Server but the issue still persists, please feel free to send us the RU Server logs for examination, as well as the Host and Viewer log files from a couple of machines that are unable to connect via RU Server. The Host logs can be located in the following folder: C:\Program Files (x86)\Remote Utilities - Host\Logs\. Here's how you can obtain the Viewer log. Please do not publish the logs on the forum as they're considered personal information - instead please feel free to send it to support@remoteutilities.com or via ticket created in our Ticket System.

Hope that helps.

Hello Alexander,

Thank you for your message.

Your new license comes as a file in .rlicense format, correct? Please note that license keys in .rlicense format are meant for version 7 (and higher) of Remote Utilities and are not compatible with version 6.10.10.0 or older versions of Remote Utilities.
In case if you mean that you've upgraded your license key (i.e. expanded it by adding more connections), you can simply update your Remote Utilities installations to the latest version 7.0.2.0 - this can be done via the Self-Update feature or manually by downloading the latest version from our Download page.
In case if you have now two license keys - one of version 6 (in .txt format) and the other one for version 7 - you can continue using them separately with different Viewers of respective versions or you can also upgrade your current license key for version 6, so it will be possible to add it to newer Viewers. All customers who purchased their licenses within a year prior to the version 7 release date (i.e. within 2020-2021) are eligible for a free upgrade. You can check if your key can be upgraded for free using this form.
In addition, please feel free to refer to this page that can provide some useful information.

Please let me know if you have more questions.

Hello,

I'm glad to hear we were able to help!

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

Hello,

Thank you for your patience and additional information.

I've checked on the issue with our developers - the issue might be occurring if the file license.txt was somehow removed from the Portable Viewer's folder. Could you please double-check if the license.txt file is present in your Portable Viewer folder? In case if you cannot locate the file license.txt in the Portable Viewer folder and it was somehow removed - please try unzipping the .zip archive with Portable Viewer to your computer once again (you can unzip it to another directory on your machine or simply delete the previous folder) and see if this helps to resolve the issue.
In case if you need to re-download Portable Viewer, its latest version 7.0.2.0 is available on this page.

Hope that helps.

Hello Kaelyn,

Thank you for your patience.

I've checked with our developers on this and one of the reasons this issue might be occurring is if Windows OS is not updated to its latest build. Could you please double-check if your Windows is updated to the latest version on both Host and Viewer machine? Here's how you can check if there are any updates are available for your Windows:
1. Click on the Windows Start button in the taskbar, then navigate to: Settings -> Update & Security -> Windows Update.
2. Alternatively, you can click the Check for Windows updates button on this Microsoft help page.
After you've updated your machines to the latest Windows build, please try connecting to the remote Host once again and see if this helped to resolve the issue.

Hope that helps.