Pauline's community posts

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.

Hello Lim Eng,

Thank you for your message.

Before we can proceed to further troubleshooting, please try referring to this troubleshooting KB tutorial that might provide a helpful solution and help you in resolving the issue.

In addition, please try updating your Remote Utilities installation to the latest 6.12 Beta 2 version as the issue you're encountering on the remote Host machine might have already been resolved in the latest release.
The 6.12 Beta 2 version is available for the download on this page.
When updating please make sure to update both Viewer and Host/Agent as the version mismatch might cause performance issues and some features not working.

In case if the solutions above did not help and the issue persists even after updating to the latest 6.12 Beta 2 version, please feel free to send us the Host logs for examination. You can send the log files to support@remoteutilities.com. Please do not publish the log files on the forum as they're considered to be personal information.

Hope that helps.

Hello Chris,

Of course, please feel free to let us know if there are any updates on the issue or in case if you have other questions.

We're happy to help!

Hello Milad,

Thank you for your message.

We are sorry to hear that your servers have been hacked. Remote Utilities is legitimate software for remote access and remote support. Any illegitimate/malicious use of the software (including its modification, reverse engineering, "cracking" etc.) is prohibited by our EULA. Besides, in many countries, such use of computer technology is a criminal offense punishable by law.

In case if you believe that someone got unauthorized access to your computer you should contact your nearest police department and let them know about the case. We can provide server logs (information that contains the originating IP address which is stored on our servers). However, please note that the logs can be only provided if there's a direct request from the police. Here is an excerpt from our Privacy Policy:

Government and law enforcement agencies

We may also share information to (i) satisfy any applicable law, regulation, legal process, or governmental request; (ii) enforce this Privacy Policy and our Terms of Service, including investigation of potential violations hereof; (iii) detect, prevent, or otherwise address fraud, security, or technical issues; (iv) respond to your requests; or (v) protect our rights, property or safety, our users and the public. This includes exchanging information with other companies and organizations for fraud protection and spam/malware prevention.

Please let us know if you have any questions.

Hello Cody,

Unfortunately, we cannot assist you in setting up port forwarding rules or checking the opened ports for your Server machine as, according to our Support Policy, resolving network administration issues is beyond the scope of our technical support. For resolving such issues please refer to your system administrator.

In order to check if the preferred port is opened on your Server machine, please feel free to use other services similar to canyouseeme.org, for example, ipv6-test.com. Unfortunately, we cannot provide any additional information regarding the canyouseeme.org and if they support IPv6 as there is no additional information on their website. Usually, if everything is configured properly the form will simply return "Success" as the check result.

Sorry for the inconvenience.

Hello Cody,

Thank you for your message.

I've checked with our developers just in case if there's anything specific that needs to be set up for the RU Server in case if you want to use an IPv6 address and actually the process is exactly the same in this scenario as if you would use an IPv4 address, with one exception that you only need sure to enable the "Use IPv6" checkbox when specifying the server's address on both Host and Viewer's side as I've mentioned before.

As for the port value - you can use any port as a communication port for the RU Server, including the default port 5655, provided that it's opened and not taken by another software. When specifying the preferred port value in RU Server's Configuration window please also make sure to specify the same port on the Viewer's and Host's sides. In case if you've selected an opened and allowed port for the RU Server, then you should receive this exact port value with a LISTENING state which means the Server is listening for connections on that port.

To summarize, here are the locations where you need to enable the Use IPv6 checkbox and specify the port's number in case if you want to change it from the default 5655:
1.The Host's Settings:
Open the Settings for Host window and navigate to the Dashboard tab. Then click the Configure button in the Internet-ID connection section and sel ect Advanced -> Select Internet-ID Server. In the invoked window please check if you have the Use IPv6 checkbox enabled and if there's a correct port number specified:


2. The RU Server's Configuration window -> Communication tab:


3. The Connection Properties menu on the Viewer's side:
Right-click on the connection entry in the address book and select Connection Properties. In the invoked window click the Change button in the Internet-ID connection tab, then make sure that you have enabled the IPv6 checkbox and specified the same port value:

We just focus on RU server, how we to proof it is ready under IPv6 then go for next step.

You can easily check if your server is accessible is to check if your port forwarding rule works properly and your server is visible fr om the outside via canyouseeme.org (or another similar service that supports IPv6, please note that on canyouseeme.org you can only enter a port value that you want to check to see if it's accessible).
In addition, please make sure to follow this step-by-step tutorial on making the server accessible, allowing the port in the firewall, and setting up the port forwarding rule on the Server's machine.
If everything is done correctly, then after specifying your server's address and port value in the Host settings as described above, the Host should be able to connect to the Server and display its status as Ready for connection.

Hope that helps.

Hello Chris,

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 most recent version 6.12.2.0 (Beta 2) and see if the issue persists after updating. We recommend that you try updating your Remote Utilities installations first as the issue might have already been resolved in the most recent release.

The latest version 6.12.2.0 (Beta 2) is available for the download on this page. When updating, please make sure to update both Viewer and remote Hosts/Agents (and RU Server as well in case if you use it) to the same version as the version mismatch might lead to performance issues and some features not working.

Please let us know if the issue persists even after updating to the 6.12 Beta 2 version.

Hello Peter and Cosmos,

Thank you for your messages and provided clarifications.

We will extensively test the remote printing feature to see if we can reproduce the issue with blank pages being printed when using the latest 6.12 Beta 2 version. We'll keep you updated on this issue in this thread.

As for the release date of the next update - unfortunately, we do not have any specific ETA on this, but we plan to release it as soon as possible. Hopefully, we will be able to do so by the end of this year.

As for the Windows XP compatibility - version 6.12.2.0 (Beta 2) is compatible with Windows XP and Windows XP is also listed among other OSs in the system requirements list on the download page.
There was an issue with using version 6.12 Beta 2 on machines running on Windows XP as Peter reported earlier in this thread (for more information please refer to page 6 of the current thread). However, this issue was already fixed by our development department and the fix will be definitely implemented in the next update for Remote Utilities. We will make sure to notify our users when the update is released. Sorry for the inconvenience.

Please let us know if you have other questions.