Pauline's community posts

Hello Ondrej,

Thank you for your patience.

I've checked with our developers - we will significantly improve the search, for the AD and the address books themselves as well, by adding different search parameters. This will be implemented in our future updates. However, we cannot provide a specific ETA on it yet.

Please feel free to post another message if you have other questions.

Hello Ondrej,

Thank you for your message.

Also some kind of downloading info about computer (logged in user e.g.) when I add computers as connection should be nice.

Yes, we already have a similar feature in our wish list that will allow a technician to see more detailed information about the remote Host machine (including if there are any users currently logged in). The information will be displayed on a tooltip or in a separate window. Unfortunately, we cannot provide any specific ETA on this feature yet.

Are there any plans to improve searching in Active Directory (I guess it work same as in Adress Book)? There are columns with login, IP address, etc., but it search only by computer name.

We do have plans to improve the AD synchronizations it would be possible to sync AD tree automatically or on schedule. Perhaps, the search will be improved along the way as well. However, I'll forward this feature suggestion to our Development department for a review, to see if we can improve the Active Directory search in our future updates.

Please let us know if you have more questions.

Hello Richard,

Thank you for the provided details!

Hopefully, this will help other users as well if they encounter a similar issue.
I've forwarded this to our development department for further investigation, to see if we can do anything to fix this in our future updates.

Please let us know if you have other questions.

Hello Richard,

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

Could you please let us know what exactly was changed in the firewall settings or if it was just disabling/enabling the firewall that helped to resolve the issue?
It seems that we've managed to reproduce the issue - it was already forwarded to our developers, so they could investigate it further, but it would be helpful if you could provide this additional information.

Looking forward to your reply.

Hello Aaron,

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

Please feel free to post another message on our Community Forum if you have other questions.

Hello Aaron,

Thank you for your message.

Could you please clarify if the issue persists when using the latest 6.12.2.0 (Beta 2) version of Remote Utilities as well? If this is the case, then could you please provide a few screenshots or, perhaps, even a short video of the issue (please use version 6.12.2.0 - you can use Agent and Portable Viewer of the latest version if you don't want to update your primary installation). You can send the video/screenshots to support@remoteutilities.com.

Looking forward to your reply.

Hello Glyn,

Thank you for your message.

We will be extensively testing this to see what can be done in order to resolve the issue. We'll keep you and Richard updated on the issue. Sorry for the inconvenience.

Please let us know if you have more questions.

Hello Tibor,

Thank you for your message.

In this scenario, you need to scan the QR-code via the 2FA app during the configuration process, i.e. on the Host settings configuration, you need to navigate to the 2-step verification tab in the Host Settings window and scan the QR-code, so this way the QR-code is added to your 2FA app.

After the Host is installed from the configured MSI installation package, your techs can access the QR-code in the Host settings -> 2-step verification tab -> Show Code - this way they can scan the QR-code, so it's added to their 2fa apps and they can authenticate from their Viewers.
Alternatively, you can also save the QR-code during the configuration process (e.g. by taking a screenshot of it) and then send it to your techs, so they can simply add the QR-code to their 2fa apps and logon to the remote Host from their Viewers.  

Please note that in the case when the 2FA is enabled during the configuration process for a custom installation package, then the QR-code will be the same for all the Hosts that are installed using this installation package.

Hope that helps.

Hello Richard,

Thank you for your message.

Could you please clarify if the issue occurs when connecting to only one specific remote Host or to multiple Hosts?

In addition, could you please clarify what version of Viewer for Mac is used? In case if you use version 1.0.4.q Beta 4 or an earlier Beta version, please note that their free license period has expired. In this case, please try updating to the most recent Beta version of Viewer for Mac - as of this writing it's a version 1.0.5.q Beta 5, it was released on October 1, 2020, and see if this helps to resolve the issue.
Version 1.0.5.q Beta 5 of Viewer for Mac is available for the download on this page.

Please let us know if you already use the latest version of Viewer for Mac or if the issue persists even after the update.

Hello Cody,

Of course. In addition, I've noticed on the screenshot that you use the version 2.8.2.0 of the RU Server and, perhaps, the 6.10.10.0 version of Viewer and Hosts.
As an additional measure in order to improve the connection speed and performance, please try updating to the most recent 6.12.2.0 (Beta 2) version (version 2.9.5.0 (Beta 2) for the RU Server) as it contains multiple bug fixes and improvements.

The 6.12.2.0. (Beta 2) of Viewer and Host/Agent and 2.9.5.0 (Beta 2) version of RU Server are available for the download on this page.
When updating Remote Utilities please make sure to update all modules of Remote Utilities to the same version as the version mismatch might also lead to performance issues and some features not working.

Please let us know if you have other questions.