Pauline's community posts

Hello Trent and Brandon,

I just got an update from our development department - we will additionally test this on a newer version of the mobile Viewer to see if the issue persists there and if yes, will try to implement a fix for this. This might take some time, but we'll try to fix the issue as soon as possible.

I'll keep you updated on the issue and let you know once there are any updates on this.

Hello Brandon,

Thank you for reporting on this.

I've forwarded the information on the issue to our development department and asked them to look further into the issue. I'll get back to you soon with their reply.

Sorry for the inconvenience.

Hello Rob,

Thank you for your message.

Yes, this is possible in case if you configure a custom MSI installation package with updated settings that point at your new server's address and then will propagate it across your remote machines using Remote Install Tool as described in this guide - this way the remote Hosts settings will be updated.

As for the failover server - unfortunately, there's no failover mechanism to automatically switch between RU Servers yet. However, in this case, you can use the DNS trick. Please note that you should use a DNS name for your server that points at your main Server's IP address. If your main server at AWS is down, then you can simply update your DNS record and point it at the backup server's IP address (the server should be running of course). These days DNS propagation literally takes seconds or minutes at the worst, so your remote connections will be quickly up and running again.

Hope that helps.

Hello Boris,

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

Please let us know if you have other questions.

Hello Boris,

Thank you for your message.

Could you please double-check if the RDP connection mode is enabled in the Host Settings -> Modes tab? If yes, then could you please send us the Host logs fr om the machine wh ere the issue occurs for examination? You can locate the Host logs in the following directory:
C:\Program Files (x86)\Remote Utilities - Host\Logs\
You can send the log files to support@remoteutilities.com.

In addition, could you please try adding the logon credentials, i.e. username and password in the Connection Propertied -> RDP tab and enabling the Allow to save logon information checkbox to see if it's possible to connect to a remote Host using RDP mode this way?

Looking forward to your reply.

Hello,

Thank you for your message.

I've checked on this with our development department just in case - unfortunately, not proceeding to the screen with the password field is expected behavior. You can only log in to a locked Windows user when using Host, it wouldn't work for the Agent module as it's meant to be used for spontaneous remote support and can be run by a standard Windows user.

Sorry for the inconvenience.

Hello Marshall,

Thank you for your message.

1. There is only a pin/unpin mode. Why can't it just be moved out of the way? The fixed location poses issues, especially when on a smaller screen accessing a host with a larger screen.

Thank you for your suggestion. I'll forward this to our developers for a review to see if we can implement this feature in our future updates.

The tool bar should be customizable, adding the CTRL-ALT-DEL, copy and paste functions seems a lot more important and functional than the console and the two view manager buttons.

Please note that the Send Ctrl+Alt+Del command, Get remote clipboard/Set remote clipboard and other commands are already available in the Additional Commands menu. You need to click the corresponding icon on the Toolbar to invoke the dropdown menu with additional commands:

3. The address book does not integrate with the mobile app, making the mobile app all but useless unless you've memorized all the internet ids of your PCs. Otherwise, how do you connect with a PC you have previously set up?

Please note that even though the full-fledged address book is yet to be available in the mobile Viewer, it still keeps the Internet-ID codes/IP addresses of the remote Hosts you've previously connected to from this app - it's available as a drop-down list and can be invoked by tapping on the three dots located in the Host's address field:

However, the full-fledged address book will be implemented in our future updates along with the improved version of the mobile Viewer app.

Hope that helps.

Hello Marshall,

Thank you for your message.

Yes, in order to automatically sync an address book among multiple Viewers using RU Server as a central hub, you need to set up the Sync role for your RU Server. The permissions can be set on the server's side for each Viewer, so the technician that works from this Viewer can view and edit the address book contents. For more information on how to set up the Adress Book Sync role for the RU Server please refer to this guide.

1. How do I maintain the address book sync on my laptop with my domain server when I travel?
2.  Based on #1, is there a way to sync the address books from the server while not on the internal (local) network?

In order to sync the address book, you need to sign in on the Server in your Viewer - this can be done over the Internet, provided that the Server is directly accessible to your Viewers and Hosts. If this applies, then the address book is synced each time you log in to the Server in your Viewer.
In case if the Server is only accessible in your office network, you can simply leave the address book as is or even add and modify connection entries - it will be synchronized next time you sign in to the Server. Unfortunately, there's no other way to sync the address book with the server except for signing in to the Server.

3. How am I supposed to use the phone or tablet if there is no address book associated with it? Can I import address from an exported address book from the RU server?

Unfortunately, the full-fledged address book is yet to be available for the mobile Viewer app and the connection entries are only available as a drop-down list. However, we already plan to implement the address book feature in the improved version of the mobile Viewer. We cannot provide any specific ETA on this yet. Sorry for the inconvenience.

Hope that helps.

Hello,

Thank you for your message.

I do not have admin rights on that PC. So I installed RemoteUtilities host without admin rights.

Could you please clarify if you mean Agent? If this is the case, then could you please clarify if you mean that you cannot log in to a Windows user when connecting to the locked remote machine?
If this is the case, then please note that this is not how the Agent is supposed to be used - in the described scenario, the Host module should be used instead (however, please note that administrative privileges are required in order to install the Host).

Hope that helps.

Hello Trent,

Thank you for the provided details.

Yes, perhaps the issue might only be specific to the Google Pixel devices as we couldn't reproduce the issue yet. However, we'll continue to further test this. I'll get back to you once there are any updates on the issue or in case if our developers request some additional information.

Please let us know if you have other questions.