Pauline's community posts

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.

Hello,

Thank you for the clarification.

I will forward this issue to our developers along with the provided details and will ask them to look into it in case if we can identify what might be causing the issue. Sorry for the inconvenience.

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

Hello,

Thank you for the clarification.

Could you please also let me know if when uninstalling Viewer, have you simply deleted it from Windows "Apps and features" menu or have you performed a complete uninstallation as described here?

Looking forward to your reply.

Hello John,

Thank you for your message.

Unfortunately, there's no such feature to start Host remotely in case if it's not running on a remote machine, i.e. Host Start must be initiated by a user. In addition, perhaps, this KB article might provide some helpful information.

Hope that helps.

Hello,

Thank you for your message.

Unfortunately, we couldn't reproduce the issue - rdp connections are saved in the respective "rdp_connections" subfolder in the Portable Viewer's folder. Could you please let us know where do you store your Portable Viewer, e.g. if it's just a folder on your computer or USB drive?

Looking forward to your reply.

Hello André,

Thank you for your message.

Could you please clarify if you mean that the "Remote Utilities printer" driver is not present in the Devices and Printers window on your Host machine? If this is the case, please double-check if the printer is displayed as installed in the Host Settings -> Driver tab (i.e. the "Install" button should be inactive)?


In case if the printer driver is not installed yet, please try installing it by selecting the "Install" button. In case if you've previously already installed the printer driver, but it somehow got removed from the Host machine - this might have been caused by some antivirus/firewall software activity. In this case, please try adding your Host installation folder to the antivirus/firewall software section list as described here and then try installing the printer driver once again.

Hope that helps.

Hello,

Thank you for letting us know.

I'll forward this information to our webmaster once again and will ask them to investigate this further. Sorry for the inconvenience.

I will let you know once it's fixed or if there are any other updates on this issue.

Hello Eric,

Thank you for your message and sorry for the late reply.

Could you please let us know the following information:
1. Are you able to sign in on the RU Server in your Viewer?
2. Do you have a "Force custom server security" checkbox enabled in the user's settings on the Server side?
3. Were the permission for your user added as a permission for a group or for a user only?
4. Last but not least, please double-check that this user or group are granted access in the Host settings as described here.

Looking forward to your reply.

Hello,

Thank you for your message and sorry for the late reply.

Perhaps, the issue might be caused by the Cisco software blocking the ports required for Remote Utilities to work correctly. Could you please double-check if the following ports are opened when the Cisco VPN is enabled on the remote machine (perhaps, you might need to check with the network administrator):
1. Inbound TCP port 5650 for Direct connection.
2. Outbound TCP ports 5655 or 443 for Internet-ID connection.
For more information on ports used by Remote Utilities please see this page.
In addition, perhaps this troubleshooting guide might provide some helpful information.

Hope that helps.

Hello,

Thank you for your message.

Could you please let me know what version of Viewer do you use? In case if it's versions earlier than 7.0.2.0 or version 6.10.10.0 and older, then could you please double-check if you're able to update Viewer via Self-Update or Manual update methods as described here.
If you were able to successfully update Viewer via one of the methods above, please try updating one of your remote Hosts. Please note that updating Viewer first is recommended in our guide on updating Remote Utilities as well.

Hope that helps.