Pauline's community posts

Hello Rob,

Thank you for your message.

We plan to release Host for Mac/Linux this year, but, unfortunately, we cannot provide a more specific ETA on it yet. However, we will certainly notify all our users when Host/Agent for Mac/Linux is released. Sorry for keeping you waiting.

Please let us know if you have more questions.

Hello Yann,

Thank you for your message.

I checked with our developers and they confirmed that the "update is required"  displaying in Viewer for the latest 6.12 Beta 2 version is expected behavior. Sorry for the inconvenience.

I face some disconnections after a bit of inactivity on the host (I connect through Internet-ID not direct IP, I'm on the same local network). It happened several times that when re-connecting I had some crashes from the viewer.

In case if your Viewer and Host are on the same LAN, then please note that it's recommended to use Direct connection as it's always more stable and faster than the Internet-ID connection. In addition, please note that even if you use Internet-ID connection, but there's a direct route available between Viewer and Host then it will be used automatically because of the direct route detection mechanism implemented in the program.
As for the disconnects please try referring to this troubleshooting guide to see if any of the solutions listed there help to resolve the issue. Namely, we'd recommend that you check if there is any antivirus/firewall software installed on the remote Host machine that might be blocking ports/Remote Utilities. If this might be the case, then please try whitelisting Remote Utilities as described in this guide.
In addition, in case if the solutions above did not help, please feel free to send us Host connection log files for examination. You can send the logs to support@remoteutilities.com.

Hope that helps.

Hello Steven,

Thank you for the clarification.

Could you please confirm if the following applies:
1. Your Host and Viewer are not on the same LAN/VPN and you use Internet-ID connection.
2. However, Internet-ID connection only works when AnyConnect VPN is disabled.
If this is the case, then this might be caused by AnyConnect software blocking access to our server for your remote Host.
Unfortunately, this seems to be a network administration/third-party software related issue. According to our Support Policy, we cannot assist you in resolving such issues. Please try referring to your network administrator and request them to whitelist id.remoteutilities.com.

Hope that helps.

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.