Pauline's community posts

Hello Maro,

Thank you for your message.

We haven't changed any ports that are used by Remote Utilities, you can see the list of ports used here. It might be that access to Remote Utilities is being blocked on the ISP level for this hotel, specifically if they have WatchGuard deployed on the ISP level. We've already been reported similar issues caused by WatchGuard which is affecting different machines located in different networks. For more information please see this thread. In this case, you can check with the ISP that provides internet connection to this hotel and ask them to look into the issue from their side.

However, just to be on the safe side, you can also provide us the Host and Viewer logs, so we can additionally examine them. The Host logs are located in the following folder:
C:\Program Files (x86)\Remote Utilities - Host\Logs\. Here's also how you can obtain the Viewer logs.
Please do not post the log files at the forum as they are considered personal information. You can send the logs to support@remoteutilities.com.

Looking forward to your reply.

Hello Adrian,

Thank you for your message.

Am I right in assuming that the issue occurs when you connect to a remote Host using both mobile and desktop Viewer? If this is the case, then could you please let us know what version of Host, mobile Viewer and desktop Viewer do you use and the respective devices/OSs of these devices, so that we could test this out and see if we can reproduce the issue?

Looking forward to your reply.

Hello Kaelyn,

Thank you for the provided details.

I will forward this information to our developers and will ask them for their input on this issue.

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

Hello Leo,

Thank you for the clarification.

In this case, could you please try the following and see if this helps to resolve the issue:
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 Viewer with your license key once again.
4. Run Viewer, connect to the remote Host and see the issue persists.

Hope that helps.

Hello,

Thank you for your message.

Yes, of course, we already have the RU Server for Linux on our roadmap. Although, unfortunately, there's no specific ETA on it yet. Sorry for keeping you waiting.

Please let us know if you have other questions.

Hello Leo,

Thank you for your message.

Could you please double-check if you have updated both Host and Viewer to the same version 7.0.0.3? Please note that the issue might be caused by the version mismatch, since starting version 7 we've completely rewritten the File Transfer connection mode, so in order for it to work correctly, you need to make sure that your Host's and Viewer's version matches. For more information please see this blog post.

The latest version 7.0.0.3 is available for download on this page. Alternatively, you can also update your Remote Utilities installation via the Self-Update feature.

Please let me know if your Host and Viewer are both of the same version but the issue still persists.

Hello Kaelyn,

Thank you for the update on this.

Could you please let me know the following information:
1. What specific OSs are used on both - Host and Viewer machines?
2. In addition, please double-check if your graphics card drivers are updated to the latest version available and yes, please also let me know what specific graphics card is used on the Host machine.
3. Last but not least, please let me know if you have any antivirus/security software installed on the remote Host machine? If yes, then have you tried adding Host to its exception list as described here?
I'll forward these details to our developers and will ask for their input on this issue.

Wrong iconnectkind - 272908484 error entry means that something is modifying the traffic from time to time - for example, it might be your router or some kind of privacy software.
As for the "relay node redirect" entry - I will also check on this with our developers and will get back to you with their reply.

Looking forward to your reply.

Hello Gaute,

Thank you for clarifying that, I see now that I misunderstood the issue in your previous messages. I apologize if there was some misleading information in my previous responses. I will forward this once again to our developers, this time with a proper explanation on the issue and will ask them for an input on this. Sorry for the inconvenience once again.

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

Hello Kaelyn,

Thank you for the clarification.

I've just tried to reproduce the issue and the "Blank Host screen" feature works as expected, expect for the fact that it took a couple more seconds longer to blank the remote screen after enabling the feature for a Host with the "Use legacy capture mode" enabled. Could you please try disabling the "Use legacy capture mode" feature and see if blanking the remote screen works this way? Please make sure to restart Host after disabling the "Legacy capture mode" feature.

In addition, in case if the above does not help, please let me know what happens after you enable the "Blank Host screen" feature - does the remote screen not go dark at all or does it go dark but you still can see the mouse pointer?

Looking forward to your reply.

Hello Adam,

Thank you for your message.

I will forward this to our developers once again and will ask them if we can provide you some kind of a guide on this.

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