Pauline's community posts

Hello Allan,

In this case, could you please send us the most recent logs once again (including logs from Agent of version 7) so I can forward them to our developers? You can send the files to support@remoteutilities.com.

Looking forward to your reply.

Hello Allan,

Thank you for the clarification.

Could you please try setting your DNS servers to Google Public DNS servers instead of your ISPs in your TCP/IP properties and see if this might help to resolve the issue? If you’re already using Google DNS servers or if the issue persists after you make the switch, let us know.

Hope that helps.

Hello Allan,

Thank you for the clarification.

Could you please make sure that the DNS name id.remoteutilities.com resolves to an IP address properly on both sides - Viewer and Host - of a remote connection.
In addition, please try flushing the DNS resolver cache - here’s a guide on how you can do so.

Let us know if this helps.

Hello Allan,

Thank you for the clarification.

Could you please try downloading Agent of the latest version 7.2.2.0 on your Host machine where the issue occurs and see if you’re able to connect to this Agent from your Viewer using Internet-ID connection? You can download Agent on this page.

Let us know if this works for you.

Hello Allan,

Thank you for your message.

Could you please clarify if you’re using only our public servers or if you’re using your custom RU Server as well?

Looking forward to your reply.

Hello Craig,

Do you mean that someone had gained unauthorized access to your Host machine? If this is the case, you should try contacting your nearest police department and letting them know about the case so that the police can investigate this further. In this case we will be able to provide our server logs that contain the originating IP address which is stored on our servers (i.e. the information that might help law enforcement to identify whoever got the access to your computer). However, please note that the logs can be only provided if there's a direct request from the police. Here is an excerpt from our Privacy Policy:

Government and law enforcement agencies

We may also share information to (i) satisfy any applicable law, regulation, legal process, or governmental request; (ii) enforce this Privacy Policy and our Terms of Service, including investigation of potential violations hereof; (iii) detect, prevent, or otherwise address fraud, security, or technical issues; (iv) respond to your requests; or (v) protect our rights, property or safety, our users and the public. This includes exchanging information with other companies and organizations for fraud protection and spam/malware prevention.

This is strictly within the law and international treaties and also conforms to our privacy policy. Please feel free to provide our contact information privacy@remoteutilities.com to the police - we will be happy to provide our assistance to the investigation.

Let us know if you have more questions.

Hello Craig,

Thank you for your message.

I will forward your request to our development team to see if they can provide any feedback on the log codes.
In addition, I’ve noticed that your log shows version 7.1.7.0 of Host - please make sure to update your Host to the most recent version 7.2.7.0 following this guide to avoid possible issues that might be caused by version mismatch/outdated version.

I’ll get back to you with an update on this shortly.

Hello Sergey,

Thank you for your message.

Yes, Peter is absolutely correct in this case - this screen usually appears when you’re connecting to Host running on the same machine as your Viewer. Please try connecting to Host located on a different machine and see if the issue persists.

Hope that helps.

Hello John,

Thank you for your message and for sharing this workaround.

Hopefully, it’s helpful for any user who might be in need of this functionality in the future.

Feel free to let us know if you have more questions.

Hello William,

Thank you for the update on this.

Could you please send us the most recent log files for your RU Server? Here’s how you can find the Server logs. You can send it to support@remoteutilities.com.

Looking forward to your reply.