Pauline's community posts

Hello Giovanni,

Thank you for your message.

Am I right in assuming that you have your mouse cursor set to Inverted colors in the Ease of Access -> Mouse pointer settings window?


Looking forward to your reply.

Hello Adam,

Thank you for your message.

Sorting connections between your address books via drag and drop is already possible. Please note that "All connections" section displays all your connections fr om all your address books that are currently added to your Viewer, i.e. if you currently have only "General address book" added to your Viewer (this is a default address book wh ere all connections get saved by default), then each entry displayed in the "All connections" section is already added to the "General address book". If you add a custom address book, whether a local or synced one, you're able to simply grab the connection entry from the Viewer's right panel, then drag it to the left navigation pane, to the preferred address book and folder.

Hope that helps.

Hello Adam,

Thank you for your message.

Do you mean the Advanced hint window? Unfortunately, being able to see previews for logged on connections only is expected behavior.

It would be nice to be able to ID a PC if it is actively being used or not via the preview, without logging on, as the logging on notifies the user, disturbing their work.

Thank you for your suggestion! We already have this feature in our wishlist - we plan to add an "idle time" feature to Viewer so techs would be able to see if the remote machine is being actively used or if it's idle and improve the thumbnail view in order to display more information on the remote Host as well. Unfortunately, we cannot provide any specific ETA on this yet.

Hope that helps.

Hello Adam,

Thank you for your message.

We do have the feature in our wish list, but unfortunately, we cannot provide any specific ETA on it yet. However, I'll additionally check on it with our developers to see if there are any updates on it.

Please let me know if you have mother questions.

Hello Feisal,

Thank you for your patience.

This is to inform you that we've contacted WatchGuard and submitted a False Positive report, so they can look into the issue and stop blocking Remote Utilities as soon as possible. As we're waiting for their reply, we recommend that you also submit a False Positive on their website here or you can contact your ISPs as well and ask them to request WatchGuard to look into the issue on their behalf.

I'll keep you updated on this and will let you know if there are any updates on this issue.

Hello Darryl,

Thank you for the information.

We've received a report from another user that WatchGuard is causing the same issue for them as well. We've contacted WatchGuard and submitted a False Positive report, so they could look into the issue and stop blocking access to our servers as soon as possible. As we're waiting for their reply, we recommend that you also submit a False Positive on their website here.

I'll keep you updated on this and will let you know if there are any updates on this issue.

Hello Feisal,

Thank you for the provided details.

We're already contacting the WatchGuard and we'll do our best to resolve the issue as possible. Sorry for the inconvenience.

I'll let you know as soon as there are any updates on this.

Hello Feisal,

Thank you very much for the provided information.

I'll immediately forward this to my coworkers and we will contact Watchguard/Websense and ask them to resolve the issue as soon as possible. I'll let you know as soon as there are any updates on the issue. Sorry for the inconvenience.

I'll keep you updated.

Hello Feisal,

Thank you for your message.

I've just checked if I'm able to connect to a remote Host via Internet-ID connection using our public server and can confirm that it works as expected, i.e. our public server is reachable. I've additionally checked with our developers if there were any recent downtimes or other issues with our servers and they confirmed that our servers are up and running.

The issue might be caused by some security software (for example, antivirus or firewall) on the perimeter blocking access to Remote Utilities. Could you please let me know if you have any antivirus/firewall software running on the Host machines where the issue occurs? In addition, please let me know if all of the machines are connected to the internet via the same ISP and if yes, then can you please provide us the name of this ISP as the issue might be occurring on their level (if the ISP is blocking access to Remote Utilities)?

Looking forward to your reply.

Hello Fritz,

Thank you for your message.

I've checked on this issue with our developers - they've confirmed that the issue is caused by some security software, i.e. antivirus/firewall software or even router. In this case, the issue is most probably caused by SentinelOne antivirus software that you've mentioned earlier.

In order to confirm this, you can try uninstalling the antivirus software from one of your machines and then try launching Portable Viewer of version 7.0.0.3 once again to see if the issue still persists. In case if Portable Viewer of the latest version works this way, then we recommend that you submit a false positive to the SentinelOne antivirus as well.

Please let us know if you have more questions.