Pauline's community posts

Hello Peter,

Thank you for your message.

The beta version of the Viewer for Mac/Linux is freely available and doesn't require registration with a license key. We've updated the Viewer distributive and extended the license until October 1, 2020.
Please update your Viewer to the latest 1.0.4.q Beta 4. The latest version is available for download on this page.

Hope that helps.

Hello Yann,

Thank you for your message.

I therefore upgraded from the 6.10.10 version to the beta 6.12.2b2, but it still shows 'Upgrade required'.

This is actually expected behavior as it is a newer beta version of Remote Utilities. In our future updates, we'll make the program update Hosts' version information immediately during the online status check without the user having to log in on the Hosts at all. Could you please let me know if you've logged on to the remote Host after updating it?

I also lost connection during the update and had to complete it manually on the remote machine.

Perhaps, the disconnect occurred due to the remote Host service being restarted after the update (which is required). Could you please confirm if you've waited for approximately 10-15 seconds for the remote Host service to restart before trying to reconnect to the Host?

Looking forward to your reply.

Hello Greg,

Thank you for the update on this.

Once I reconnect to remote system, I can confirm the actions taken *after* RU reported the connection had dropped were indeed performed on the remote system.
To me this suggests it's not so much a case of the remote system has disconnected, but that something (other than the host or the viewer) has *decided* the remote system has disconnected.

Unfortunately, we couldn't reproduce the issue. Could you please record a short video of the issue and send it to us to support@remoteutilities.com?

In addition, could you please clarify which exact version of Remote Utilities do you use? If it's the version 6.10.10.0 or an older version, then could you please try updating to the latest 6.12.2.0 (Beta 2) version and see if the issue with the disconnects persists? In the 6.12 Beta 2 release, we've implemented multiple bug fixes and improvements, so it's best to try updating first as the issue might have already been resolved in this update. The full list of Release notes is available on this page.
Version 6.12.2.0 (Beta 2) is available for the download on this page.
When updating Remote Utilities, please make sure to update both Host and Viewer (as well as the RU Server in case if you use it) as the version mismatch might lead to performance issues or some features not working.

Please let us know if the issue persists after updating to the 6.12.2.0 version.

Hello Steven,

Thank you for the clarification.

Both the viewer and host are NOT in the same LAN, So shouid i use 192.X.X.X ??

Since your Host and Viewer are located in different networks, but in the same VPN, you should use VPN IP address of the Host machine instead.
For more information on how to identify your VPN IP address please refer to the Cisco AnyConnect documentation here.

Hope that helps.

Hello Steven,

Thank you for your message.

Could you please clarify if you use Direct connection or Internet-ID connection when connecting to the remote Host machine?

Please note that in case if there is a VPN connection between Viewer and Host you can connect via Direct connection using the VPN IP address of the remote Host. The Direct connection type does not require any intermediary (relay) servers and is suitable for isolated networks.
Here's a related Connecting over LAN tutorial that might be helpful in setting up a direct connection over VPN.

Hope that helps.

Hello Glen,

Thank you for your message and sorry for the late reply! It appears we somehow missed your message.

Thank you for your suggestion. I will forward this feature suggestion to our development department for a review, to see if we can implement it in our future update.

Please let us know if you have more questions.

Hello Max,

Thank you for the provided input!

Afaik, the benefit is basically as an address book, but doesn't do NAT hole punching, so you still need to set up all that as if you weren't using RUT.

You are absolutely right as the RDP mode in Remote Utilities just launches the native Microsoft Remote Desktop Connection client from within Remote Utilities and connects to a remote computer using the RDP protocol itself.

You're not wrong that the online/offline status and version info is poorly implemented.

In addition please note that checking online status for direct connections is disabled by default in order to prevent network congestion. You can enable it in the Connection Properties window -> Security tab. For more information please see this page.
As for the version update - we already plan to improve the Host version check in our future updates. Unfortunately, we cannot provide a specific ETA on this yet.

Please let us know if you have more questions.

Hello Thomas,

Thank you for your message.

I can RDP into other machines on my LAN without using Remote Utilities, including one that is shown as 'offline' or 'logged on'. To clarify, I am most interested in connecting to other machines via RDP using Remote Utilities, not the Full Control Option which is too laggy and has the same behavior of "connection lost".

Could you please clarify if I'm right I'm assuming that you use the Direct connection method via the Host's external IP address? If this is the case, then just like Max mentioned above, the connection might be displayed as "Offline" because the online status is checked automatically only for Internet-ID connections and not for direct connections by default. In order to turn on automatic online status checks for direct connections, please try enabling the Check online status for direct connections checkbox in the Connection Properties -> Security tab.

I have tried using Direct Connect as well as Internet-ID Connection. The results appear to be the same - cannot access remote machine. From the Viewer, I am able to access 'Remote Settings', but still no remote access via Full Control or RDP, yet, I can access the machine in question using RDP without using Remote Utilities.

Could you please clarify if, in case of connecting using Direct connection, there is a port forwarding rule set up in the router settings on the Host side? This is required to be done in order to directly access a Host which is located behind a router over the Internet. For more information please see this page.
As for using Internet-ID connection, please try referring to this troubleshooting KB page first to see if any of the solutions help to resolve the issue.

I've read previous posts recommending users submit their log. Is that what you need to figure out why this isn't working?

Yes, providing the Host log files might be very helpful in identifying the issue or what might be causing it. Please feel free to send the Host log files to support@remoteutilities.com for examination.
The Host connection logs can be located in the following directory: C:\Program Files (x86)\Remote Utilities - Host\Logs\.

Looking forward to your reply.

Hello Robert,

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

Unfortunately, there's no centralized account for Remote Utilities that would store your information, i.e. your address books and settings are stored locally on the viewer machine. However, if you use Viewer on a few different machines, please consider using Portable Viewer instead. Portable Viewer can be stored on a USB disk, so this way you can take it with you anywhere. For more information on the Portable Viewer please see this page: https://www.remoteutilities.com/support/docs/portable-viewer/

Alternatively, you can also set up the address books to sync automatically through a shared resource, such as a Dropbox or OneDrive folder, so it would be available for each of your Viewers. Here's a guide on how to set up the automatic sync through an online folder: https://www.remoteutilities.com/support/docs/sharing-via-dropbox/

Hope that helps.

Hello Robert,

So are you saying I need both host and viewer on my home PC and both programs on my laptop in order to use one to remote the other?

Yes, this is correct. In order to connect from your home PC to your laptop and vise versa, you need to install both Host and Viewer on both machines as they work as separate stand-alone modules and are not alternatives for each other. For more information please feel free to refer to this Quick Start Guide: https://www.remoteutilities.com/support/docs/quick-start-guide/

Hope that helps.