Pauline's community posts

Hello Paul,

I'm glad to hear we were able to help!

Please feel free to post another message if you have more questions. We're happy to assist!

Hello Paul,

Thank you for your message.

For your scenario, you can simply use the Portable Viewer solution that provides the same functionality as regular Viewer but doesn't require installation and stores all files in a single folder of choice.

Alternatively, it's also possible to install regular Viewer on both machines as usual and then set up an automatic update of the address book through a shared folder. Here's a step-by-step guide on setting up the automatic update of the address book through a shared resource.
However, please note that it's best to use this method if there's only one person who works with the software. For a multi-user environment it is recommended to use the sync server instead. For more information on the sync server, please refer to this page.

Hope that helps.

Hello Tiago,

Thank you for your message.

Can I use those same 200 licenses in multiple viewers (multiple techs/concurrent connections in different hardware) - working similar to the legacy Remote Utilities v5 licensing (which was licensed at the "host" side)?

Yes, when using the ENDPOINT license, the 200-endpoint license means that the total number of remote computers that you can control in your organization (or elsewhere) is 200 and the number of concurrent techs can be any number as it's unlimited. For more information please see this License Comparison table.

However, please note that despite its name, the Endpoint license key is applied in the Viewer just as well as the other license keys. Here is quick guide on registering the program.

Hope that helps.

Hello Peter,

Thank you for the clarification.

Unfortunately, we couldn't reproduce the issue - the remote screen keeps updating even after more than 10 minutes. Could you please try enabling the Use legacy capture mode feature and see if this helps to resolve the issue? In order to enable the feature, please right-click on the Host icon in the system tray and select Settings for Host..., then navigate to the Other tab and enable the Use legacy capture mode checkbox. In addition please make sure to restart Host after enabling the feature in order for the changes to be applied.

Please let us know if the issue persists.

Hello Aaron,

Thank you for your message.

Mobile App - which I understand will get better as time goes on...

Yes, we plan to release an improved version of the mobile Viewer with the full-fledged address book. Unfortunately, we cannot provide any specific ETA on this yet.

Another idea I thought, why can't we have both, Internet ID and Direct connect together? Internet ID for away fr om your network and then local for faster connections and WOL.

In this case, you can simply use the Internet-ID connection only, since there is a direct route detection mechanism implemented in the program. This way, even if you use an Internet-ID connection, if there's a direct route available between Viewer and Host, then it will be used automatically. However, in this case, as you noticed, it's not possible to use the Wake-on-LAN feature, which only works if you use direct connection and only for remote Host machines located in the same LAN and the same subnet as the Viewer PC.

Also a VPN too, but not a fan of that solution.

Please note that in case if your Viewer and Host machines are located in the same VPN, then we recommend using Direct connection. Direct connection is always faster than an Internet-ID connection, so it's advised to connect directly whenever possible.

Is there a performance impact if I'm using a public Internet ID server and if connecting to machines that are on the same network?

As I mentioned above, Remote Utilities has a direct route detection mechanism, so if you use an Internet-ID connection, but there's a direct route available between Viewer and Host, it will be used automatically for better connection speed/performance.

Do you think the developer would ever get WOL working through a public ID server, or just self-hosted ID server? Self-hosted is on there feature listed....

We actually already have a feature in our roadmap that will allow users to use the Wake-on-LAN command even with Internet-ID connection, provided that there is another Host online in the same LAN and it is online, i.e. the connection will be established through the second Host. We will implement this feature in our future updates, but, unfortunately, we cannot provide any specific ETA on it yet.
However, in case if you want to use the Wake-on-LAN feature over the internet, then you might try waking the remote Host machine over the Internet by sending magic packets. For more information, please refer to this guide. In addition, here's a related community thread wh ere one of our users shared their extensive experience on using WoL over the internet.

Hope that helps.

Hello Ceyarrecks,

Thank you for your message.

after tinkering, I find that the Cloud Flare anti-porn/malware DNS (1.1.1.3 / 1.0.0.3) is blocking "id.remoteutilities.com."
switching to default Cloud Flare DNS (1.1.1.1 / 1.0.0.1) does NOT have such limitation.

Thank you for bringing this to our attention. We've recently received a report on the same issue from another user here.
We've already contacted CloudFlare and requested them to whitelist id.remoteutilities.com which is our public ID servers' DNS name that is used for Internet-ID connections and reported the issue to our development department as well. Hopefully, this would be resolved soon.

It would be very helpful if you could contact CloudFlare as well, as their customer, and report on the issue. We believe they would take reports from their customers into consideration much faster.

would setting up one's own RU Server allow one to retain the above protections while allowing unrestricted Remote Utilities?
would there be any caveats?

Yes, in case if you set up your own self-hosted RU Server, then this makes you independent from our company's servers when you use an Internet-ID connection. There are absolutely no limitations/restrictions on using RU Server, on the opposite, this would bring immediate gains in speed and performance for Internet-ID connection. In addition, using RU Server allows you to use synchronization and authorization roles that are only available with the self-hosted server. For more information on the RU Server and its benefits please see this page.

Please let us know if you have more questions.

Hello Peter,

Thank you for your message.

Do you mean the Connection Previews that are displayed in the address book? If this is the case, then please try setting up the thumbnail update frequency in the Viewer Options -> View tab.
In addition, please consider using the Advanced Hint Window feature that allows you to see a larger preview of the remote screen and pin it to any part of your desktop.

Hope that helps.

Hello Peter,

Thank you for your message.

Unfortunately, the connection attempts are limited to 5 and it's not possible to change it in the UI. However, I'll forward this question to our development department to see if we can, perhaps, add an option to increase the attempts in our future updates. Sorry for the inconvenience.

Please let us know if you have other questions.

Hello Paul,

Thank you for your concern.

We have already submitted false positives to both CloudFlare and Quad9. Quad9 has already checked and let us know that they're not currently blocking any of our domains, including id.remoteutilities.com. It's also possible to check if they're blocking any domains on this page.
As for the CloudFlare - we're still waiting for their reply, hopefully, your submitted report will help to bring their attention to this issue faster.
Unfortunately, it's hard to tell what might be the exact reason for them to blacklist our server's DNS name. Perhaps, it was done by mistake.
I don't think that there's anything wrong with Remote Utilities that might have concerned them - all traffic that Remote Utilities sends over the network is encrypted. In addition, encryption is always on by default and cannot be disabled by the user. For more information please see our Security page.

I will get back to you with an update on this as soon as we receive any reply from the CloudFlare.

Hello John,

Thank you for your message.

Please note that we provide technical support in the EST timezone; from 9:00 am to 5:00 pm, Monday to Friday only. For more information please see our Support Policy.

Is there a way to restrict a user from connecting to there computer during certain hours?

Unfortunately, there's no such feature that would allow restricting access to a remote Host during certain hours yet. However, you might consider using the Ask User Permission feature in case if you want to restrict access to the Host machine during the hours when someone else is using the remote machine.
In addition, please note that for spontaneous support when you don't need the Host machine to be accessible 24/7, you can also use the Agent module or simply use the Stop Host command from the tray icon menu.

Hope that helps.