Pauline's community posts

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.

Hello Aditya,

Thank you for your message.

Am I right in assuming that you mean the Host module? If this is the case, then it's not possible to run Host in hidden mode as the Host icon is persistent in the system tray area. Sorry if this makes the program less useful for you.

Please let us know if you have more questions.

Hello Paul,

I'm glad to hear we were able to help and thank you for bringing this issue to our attention.

We've contacted both CloudFlare and Quad9 and requested them to whitelist id.remoteutilities.com 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 them as well, as their customer, and report on the issue. We believe they would take reports from their customers into consideration much faster.

Please let us know if you have more questions.

Hello Paul,

Thank you for your message.

Our servers are up and running and there haven't been any downtimes long ago. id.remoteutilities.com is our public ID servers' DNS name that is used for Internet-ID connections.
As you've noticed, this might point to some issues with DNS resolution on any sides of the connection or, perhaps, access to our 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.

Hope that helps.

Hello Greg,

Of course, please feel free to update us on the issue anytime.

In addition, you can also provide us Host log files along with the video for examination. Perhaps, there's something in the log files that might help to identify the problem.
Host logs files can be located in the following directory: C:\Program Files (x86)\Remote Utilities - Host\Logs\. You can send the log files and the video to support@remoteutilities.com.

Please let us know if you have more questions.

Hello Brandon,

Thank you for your message.

Actually, we have already released a Beta version of Viewer for Mac. As of this writing, it's version 1.0.4.q Beta 4 which is available for the download on this page.
Here's a list of features that are already available in the most recent Beta version of Viewer for Mac and a thread where our users can provide your feedback or bug reports: https://www.remoteutilities.com/support/forums/forum11/1399-viewer-for-mac-and-linux-_-beta-testing

As for the Host/Agent for Mac/Linux - we plan to release it this year, but, unfortunately, we cannot provide a more specific ETA on it yet. Hopefully, we will be able to release the first beta in a few months.
However, we will make sure to notify all our users when Host/Agent for Mac/Linux is released. Sorry to keep you waiting.

Please let us know if you have more questions.

Hello,

Sorry for the late reply, it appears we somehow missed your message here.

However, please note that we've previously replied to your question here: https://www.remoteutilities.com/support/forums/forum11/1399-viewer-for-mac-and-linux-_-beta-testing?PAGEN_1=2

Please let us know if you have more questions.

Hello,

Thank you for your message.

This error might mean that admin$ (admin share) is not allowed on the remote machine or you don't have access to it.
In addition, this error might also be caused by the fact that the disc Z is mapped on the Viewer computer and, therefore, is not available. Please make sure that the Z drive/letter on your Viewer PC is empty and available because the program uses that drive temporarily for the installation/upgrade process.

Hope that helps.