Pauline's community posts

Hello Will,

Thank you for your message.

Could you please clarify what version of Remote Utilities do you use? In case if you use version 6.10.10.0.or an older version, please try updating to the latest 6.12.2.0 Beta 2 version and see if the issue persists, as in this version we've replaced the previous screen blanking mechanism that utilized the Monitor driver. For more information please see the Release Notes.

The latest 6.12.2.0 Beta 2 version is available for the download on this page. When updating Remote Utilities please make sure to update both Viewer and Host/Agent (as well as the RU Server if used) to the same version as the version mismatch might lead to performance issues or some features not working.

Hope that helps.

Hello Mavika,

Thank you for your message.

Please note that despite its name, the 6.12.2.0 Beta 2 version is still a fully functional version as it consists mostly of bug fixes and implemented improvements.

Please feel free to post another message if you have other questions or need further assistance.

Hello Rob,

Sorry for the late reply - I had to check with our development department on this.

We do have plans to release RU Server for Linux/Mac, but, unfortunately. this will take some time to release. As for the CentOS support - perhaps, it will be available along with the standard Host for Linux as soon as it's released.
Unfortunately, we cannot provide any specific ETA on this yet, but it will be released after the Host for Mac/Linux itself.

Hope that helps.

Hello Lukasz,

Thank you for your message.

The issue might be caused by DNS resolution problems that occur on any side of the connection or, perhaps, access to our ID servers was blacklisted mistakenly on the ISP level.

Could you please try flushing the DNS cache by executing the following command in the command-line interface:

ipconfig /flushdns

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.

In case if the solutions above did not help to resolve the issue, please feel free to send us the Host log files for examination. The Host logs can be located in the following folder: C:\Program Files (x86)\Remote Utilities - Host\Logs\. You can send the log files to support@remoteutilities.com.

Looking forward to your reply.

Hello Andreas,

I'm glad to hear you've figured out the issue and it works for you now!

Please feel free to post another message in case if you have more questions or need further assistance.

Hello Andreas,

Thank you for the clarification.

Could you please clarify if by the "Quick Support" you mean Agent? If this is the case, then could you please also let me know what version of Remote Utilities is used? In case if it's version 6.10.10.0 or older, please try updating Remote Utilities to the latest available version 6.12.2.0 Beta 2 (please note that despite its name, it's still a fully functioning version as it only contains bug fixes and improvements).
The 6.12.2.0. Beta 2 version is available for the download on this page. When updating please make sure to update both Host and Viewer in order to avoid version mismatch which can lead to performance issues or some features not working.

In addition, please try referring to this KB troubleshooting guide that covers the most common issues that affect Internet-ID connection.

In case if the solutions above did not help, please feel free to send us the Host log files for examination. The Host logs can be located in the following folder: C:\Program Files (x86)\Remote Utilities - Host\Logs\. You can send the log files to support@remoteutilities.com.

Looking forward to your reply.

Hello Ricky,

Thank you for your message.

This is a known issue that occurs on Android devices running on the latest Android 11 OS. Our development department is currently working on reproducing the issue and rebuilding the Viewer app for the Android to eliminate the issue.
Unfortunately, there's no specific ETA on this fix, but we will make sure to notify all of our customers as soon as the issue is fixed and the updated build of Viewer for Android is released. Sorry for the inconvenience.

Please let us know if you have other questions.

Hello Sonny,

Thank you for your message.

Before we proceed to further troubleshooting, please try updating your Remote Utilities installations to the latest version as the issue might have already been resolved in the latest release. As of this writing, the latest version is 6.12.2.0 Beta 2. Please note that despite its name it's a fully functional release as it only contains bug fixes and improvements. The 6.12.2.0 Beta 2 version is available for the download on this page. When updating Remote Utilities please make sure to update both Host and Viewer to the same version as the version mismatch might lead to performance issues and some features not working.

In addition, please note that the 9-digit format of the Internet-ID code was used in much older versions of Remote Utilities and was replaced with a 12-digit Internet-code since version 6.6.0.2 in order to eliminate possible duplication issues and improve overall stability. However, 9-digit IDs are also supported for backward compatibility which means that you can still connect to older Host installations from newly updated Viewer. However, please note that we highly recommend that our users keep their installations up to date.

Finally, please try referring to this troubleshooting KB guide that provides solutions for the most common issues that might be preventing you from establishing Internet-ID connection and see if any of the provided solutions help to resolve the issue.

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

Hello Andreas,

Thank you for your message.

Am I right in assuming that you're trying to connect to the remote Host using Internet-ID connection? If this is the case, then please note that Internet-ID connection requires outbound TCP ports 5655 or 443 to be opened. In addition, please note that in case if you use self-hosted RU Server instead of our public servers, you can use custom port values. For more information please see this page.

In addition, please make sure that you added the following directory of the Host installation folder to the firewall exception list: C:\Program Files (x86)\Remote Utilities - Host\*. Please note that in some cases, some files in the Host installation folder might have been somehow corrupted/removed by the firewall/antivirus software activity, therefore, you might need to try performing a complete uninstallation of the Host as described here and then reinstall it from scratch and add to the exception list right away.

Finally, we highly recommend that you contact the Sophos firewall support or submit a false positive report as this will definitely help to speed up the resolution of the issue, since the issue is reported by their customer. We will additionally contact Sophos as well and ask them to look into the issue. However, please note that our assistance in resolving firewall/antivirus software related issues is limited. Unfortunately, we do not have direct control over how Remote Utilities is treated by third-party security software.

I'll get back to you in this thread in case if we receive any updates/reply on the issue from the Sophos team.

Hello Márcio,

Thank you for the clarification.

I'm glad to hear it works for you now. However, I'll forward this issue to our developers for a review to see if we can reproduce it and implement a fix in our future updates.

Please let us know if you have other questions.