Pauline's community posts

Hello William,

Could you please double-check if you’re just logged in to the remote Agent (if the icon in your address book is green) or if you have a remote session running (for example, in Full Control connection mode)?

Looking forward to your reply.

Hello,

Thank you for your message.

Please try adding the folder where you store and run Agent from to the exception list of any antivirus or firewall software you might have installed on your machine following one of the guides listed here.

Let us know if this helps or if the issue persists.

Hello William,

Thank you for your message.

The active tab is populated when there is an active session running at the moment, i.e. it’s populated with Hosts and Viewers that are actively using RU Server. You can see more information on the RU Server’s Admin Console on this page.

Hope that helps.

Hello William,

Thank you for the clarification.

I’ll additionally check with our developers regarding the time display in logs.

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

Hello William,

Thank you for your message.

The default time zone used in log files is UTC. Could you please let us know what is the time zone where your Agent machine is located?

Looking forward to your reply.

Hello Basil,

Thank you for your message.

Please enabling the Use legacy capture mode feature in the Host Settings -> Other tab and see if this helps to resolve the issue. After enabling the feature please make sure to restart Host to apply changes.

Hope that helps.

Hello Allan,

Thank you for the provided logs.

I will forward the issue along with the log files to our developers to see if they can provide any feedback on this.

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

Hello Tony,

Thank you for your message.

You can change the port to a preferred one when using Direct Connection or Internet-ID Connection via self-hosted RU Server. Please note that in case if you want to use Direct Connection when connecting to a remote Host located outside of your network, you might need to set up some port forwarding rules as described here.

Let us know if you have more questions.

Hello Allan,

Thank you for your message.

Could you please send us the latest Host log file for the Host in question? We will examine the logs to see if there’s something that might point to what’s causing this issue. You can locate the Host logs in the following folder: C:\ProgramData\Remote Utilities\Logs. You can send the logs to support@remoteutilities.com.

Looking forward to your reply.

Hello Jim,

In this case, could you please enable the Viewer log on your Windows 11 machine and try connecting to the Linux Agent once again. If the issue still persists, please send us the Viewer log for examination. You can send it to support@remoteutilities.com.

Looking forward to your reply.