Pauline's community posts

Hello Thomas,

Thank you for the clarification.

Could you please try pressing any key on your keyboard when the connection is stuck on the "digital map" window and see if it's possible to establish a connection this way? If this does not work as well, please feel free to send us the Host logs for examination. You can send the log files to support@remoteutilities.com or create a ticket and submit the logs there.

Looking forward to your reply.

Hello Thomas,

Thank you for your message.

This is a known issue that occurred in versions 7.0.0.0-7.0.0.1 but was already fixed in the latest version 7.0.0.2. Please try updating your Viewer to the latest version 7.0.0.2 as well and see if this helps to resolve the issue. You can update Viewer via the Self-Update feature.

Hope that helps.

Hello Alan,

I've just tried configuring a custom Agent package using the MSI Configuration Tool in Viewer version 7.0.0.2 and it works as expected. Do you use custom port values as a communication port set on your RU Server or do you use default port value (i.e. 5655)?
If possible, you can send us the following files that Agent saves on the computer at first run:
1. Content of the following folder: C:\Users\user_name\AppData\Roaming\Remote Utilities Agent\
2. Agent's registry key: Computer\HKEY_CURRENT_USER\Software\Usoris\Remote Utilities
You can send the files to support@remoteutilities.com, I will forward them to our development department for examination.

Looking forward to your reply.

Hello,

Thank you for your message.

I will forward your question to our developers and ask for their input on this.

I'll get back to you with their reply shortly.

Hello Marco,

I'm glad to hear we were able to help and it works for you now!

Please feel free to let us know if you have more questions.

Hello Dax,

Thank you for the clarification.

I'll forward this to our development department for a review to see if we can fix how the feature in the context menu is displayed in our future updates.

Please let us know if you have more questions.

Hello Alan,

Thank you for the update.

The "Connection not available" status that you see on the remote side means that your Host/Agent cannot connect to our relay servers. This might be caused by various reasons, for example, required ports might be blocked on the remote machine or some antivirus/firewall software might be blocking/restricting Remote Utilities. Please try referring to this Internet-ID troubleshooting guide and see if any of the solutions listed help to resolve the issue.

Hope that helps.

Hello Trent,

I'm glad to hear that we were able to help and it works for you now!

Please feel free to let us know if you have more questions.

Hello,

This is to inform you that we've just released an updated version 7.0.0.2 with a few fixes for bugs/issues found in the previous release.

Please try updating your Remote Utilities installation and see if this helps to resolve the issue. The latest 7.0.0.2 version of Remote Utilities is available for download on this page. You can also update your installation via the Self-Update method. Please make sure to update both Viewer and Host/Agent to the same version in order to avoid the version mismatch.

Hope that helps.

Hello everyone,

This is to inform you that we've just released an updated version 7.0.0.2 with a few fixes for bugs/issues found in the previous release, including the bug with mouse cursor position when clicking. The full list of fixes/improvements is available on our Release Notes page.

Please try updating your Remote Utilities installation and see if this helps to resolve the issue. The latest 7.0.0.2 version of Remote Utilities is available for download on this page. You can also update your installation via the Self-Update method. Please make sure to update both Viewer and Host/Agent to the same version in order to avoid the version mismatch.

Hope that helps.