Pauline's community posts

Hello Jennifer,

Thank you for your message.

Could you please try enabling the Use legacy capture mode feature in the Host Settings -> Other tab and see if this helps to resolve the issue? Please make sure to restart the Host after enabling the feature in order for the changes to be applied.

In addition, here's a related KB article that might provide a helpful solution.

Finally, in case if you use version 6.10.10.0 or an older version of Remote Utilities, then please try updating to our latest 6.12.2.0 Beta 2 version as the issue might have been fixed in the latest update. Version 6.12.2.0 Beta 2 is available for download on this page. When updating, please make sure to update both Viewer and Host/Agent to the same version as the version mismatch might lead to performance issues or other features not working.

Please let us know if the solutions above did not help and the issue persists.

Hello Juan,

Thank you for your message.

Unfortunately, RU Security authentication method is yet to be implemented for mobile Viewer, Single password is the only method available for mobile Viewer. However, we plan to implement a full-fledged address book along with other authentication methods in our future updates for mobile Viewer. Unfortunately, we cannot provide any specific ETA on this. Sorry for the inconvenience.

Please let us know if you have other questions.

Hello Will,

Thank you for the provided log files.

I've examined the logs and noticed the following error entry:
Internet-ID: Unable to connect to ID server. Address: id.remoteutilities.com; Port: 443; Socket Error # 11002 (EIdSocketError)
As quoted from Windows Sockets Error Codes:
WSATRY_AGAIN
11002
Nonauthoritative host not found.
This is usually a temporary error during host name resolution and means that the local server did not receive a response from an authoritative server. A retry at some time later may be successful.

This error entry might be pointing at some connectivity issues with our servers at the Host end. Specifically, this could be caused (from our prior experience) not even by the Host computer itself but rather a network router through which the Host accesses the Internet.

Could you please, if possible, try connecting from the same Viewer to some other Host located in another network and see if the issue occurs in this scenario as well? This will help us to isolate the issue to see if it's caused by the unstable connectivity at the Host's side or if there might be some other reason.

Looking forward to your reply.

Hello Matthew,

Thank you for the detailed update.

My feeling is that it is something to do with the installer MSI itself, however, I am not an expert on the specifics of MSI files.

Unfortunately, this is unlikely to be the case, otherwise our community forum would be flooded with similar reports, it seems like the issue is rather caused by some specific GPO settings or only manifest itself in certain circumstances. I've forwarded the issue to our developers once again and asked for their input on this, just in case.

However, we plan to release an updated version of Remote Utilities very soon, perhaps there might be some improvements that can affect and reduce the issue. Meanwhile, you can also try installing our latest 6.12.2.0 Beta 2 version via GPO and see if the issue persists this way as well. The 6.12.2.0 Beta 2 version is available for download on this page.

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

Hello Jeffzacuto,

Thank you for your message.

We will test this out to see if we can reproduce the issue and get back to you with an update soon.

Sorry for the inconvenience.

Hello Jia Lin,

Thank you for your message.

Could you please clarify if you've chosen the Legacy Configurator option on the first step of the configuration process? If this is the case, then this warning might be displayed because the downloaded file is not signed with our digital signature. Could you please try configuring a new installation package and selecting the Online Configurator option instead and see if this helps to resolve the issue?

Hope that helps.

Hello Matthew and Ondrej,

Could you please let us know if it's possible to install Host on at least one of the remote machines where the issue occurs using the Remote Install Tool or by just running the Host installation file?

In case if this is possible, then I'm afraid that it seems to be a network administration issue and we cannot assist in resolving this kind of issues as it's beyond the scope of our technical support. If this is the case, then please try contacting your system administrator and ask them to take a look at the issue? Namely, please ask them to check the mapping in the AD, as it might be something that's causing the issue.
In case if the issue occurs when using the above methods as well, please let us know.

Hope that helps.

Hello Kevin,

Thank you for your message.

This might mean that there are connectivity issues on the Viewer's side, I.e. perhaps your Viewer machine cannot connect to our Internet-ID servers, since you've mentioned that when Viewer machine is switched to another network Hosts are online. This might be caused by various factors - for example, please make sure that the DNS name id.remoteutilities.com resolves to an IP address properly on the Viewer's side and it's not blocked by your ISP (it might have been blacklisted by mistake).

In addition, please try setting your DNS servers to Google Public DNS servers instead of your ISPs in your TCP/IP properties and see if this helps to resolve the issue.

Finally, please try referring to this Internet-ID connection troubleshooting guide that provides solutions for the most common factor that might cause connectivity issues.

Hope that helps.

Hello Philip,

Thank you for your message.

Yes, unfortunately, the Beta version of Viewer for Mac/Linux has limited functionality and more features will be added at later stages, including the Remote Printing feature. You can see the full list of available features that have been included in the most recent Beta in the first post on this page.

However, please note that we plan to release an updated version of Viewer for Mac/Linux in a few months and we will make sure to update the list of available features as soon as they're implemented. Sorry for the inconvenience.

Please let us know if you have other questions.

Hello Lim Eng,

Thank you for your message.

The issue might be occurring in case if the phone with the authenticator app is out of sync with the Host PC or in case if there's a wrong token stored on the remote Host machine. Please try referring to this KB 2FA troubleshooting tutorial and see if the provided solutions help to resolve the issue.

Hope that helps.