Pauline's community posts

Hello Glenn,

Thank you for your message.

Am I right in assuming that you're trying to connect to the same Host from another WiFi network using Direct connection? If this is the case, then could you please try connecting to this remote Host using the Internet-ID connection method? Here's a step-by-step guide on how to establish the Internet-ID connection.

In case if you're already trying to connect using the Internet-ID connection or in case if you're connecting using the Direct connection (if your remote Host machine is available by its external IP address), please try referring to these troubleshooting guides first:
This one if you're having issues using Internet-ID connection.
Or this one if you're trying to connect to the remote Host machine which is available by its external IP address using Direct connection.

Please let us know if the solutions provided in the troubleshooting guides above did not help and the issue still persists.

Hello Alan,

Thank you for your message.

I HAVE the key, but need to "reapply it" I guess. RU appears like this lost it's settings. The 3 client PC are all still showing up, but now no licence :( is showing, NOR can I apply it.
I thought I saw some posts out here once of how to fix the XML files, but can't find the posts.

Perhaps, the Viewer configuration file was somehow corrupted by some antivirus or firewall software.
Please, try the following:
1. Fully exit the Viewer File -> Exit.
2. Locate the file config_4.xml in the C:\Users\[Your_username]\AppData\Roaming\Remote Utilities Files\ folder.
Please note that the AppData folder might be hidden by default in which case you need to enable "Hidden files and folders" in Windows Explorer settings.
3. Remove the config_4.xml file from that folder.
This will reset the Viewer settings. Your address books won't be affected by this action.
4. Run the Viewer and try registering it with your license key again.

--- The one remote W-7 PC will not remember the PC no matter what I do. Every time I connect, I must reissue the PW.

Could you please clarify if you have the Save password feature enabled in the Connection properties on the Security tab? If no, then please try enabling the feature and see if this helps to resolve the issue.
In case, if the password for this remote Host machine was already saved in your Viewer, then the issue might be occurring in case if the address book's file was somehow corrupted. Please try the following:
1. Locate the connections_4.xml file in the C:\Users\[Your_username]\AppData\Roaming\Remote Utilities Files\ folder and copy it to a different location. Alternatively, you can also manually export any address book by selecting the address book in the left pane, then clicking Manage ➝ Manual export on the Viewer's ribbon toolbar:

2. After exporting the address book, please erase the contents of the C:\Users\[Your_username]\AppData\Roaming\Remote Utilities Files\ folder.
3. Manually import the address book as described in this step-by-step guide and see if it helps to resolve the issue.

FYI --- One PC on my LAN I wrote about earlier -->> I've still got that one PC that won't start the service about half the time for some reason after a cold reboot. I've reinstalled without avail. Still, not urgent since I can first connect via VNC when local.

Could you please clarify if the remote Host machine is running on Windows 8/10 OS? If this is the case, could you please double-check if you have the Turn on fast startup feature disabled as described in this troubleshooting guide?
In addition, please make sure that the Host installation folder is added to the antivirus/firewall software exception list. For more information please see this page.
Finally, if the solutions above did not help, please try to completely uninstall Host, including erasing all the Host settings as described in this uninstallation tutorial. Then restart the remote Host machine and re-install the Host again.

Please let us know if the solutions above did not help and issues persist.

Hello James,

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

Please feel free to post another message if you have more questions. We're happy to assist.

Hello James,

Thank you for the clarification.

Could you please try enabling the Use legacy capture mode checkbox in the Host settings -> Other tab and see if it helps to resolve the issue? Please make sure to restart the Host after enabling the checkbox as well.

Looking forward to your reply.

Hello John,

Thank you for the clarification.

In the logs you've attached in your previous message, I've noticed the following error: Socket Error # 10061
Connection refused. According to the Windows Sockets Error Codes, this error means that no connection could be made because the target computer actively refused it.

"With OUT changing to any properties and even with out changing the Internet ID, swithing from my custom server to your default server, i get a connection to my Host and its working fine!"
I have done that on Host PC and Viewer (Address Book)

In case if the Host is listed on the Server's Idle tab, then it means that the Host is able to connect to the Server correctly. However, if you're able to connect to the remote Host using our public server without changing the settings, then it might mean that some settings specifying the server's address are missing and our default public server is used. Could you please double-check the following:
1) Your custom server's address is specified in the Host settings -> Internet-ID settings and your settings look similar to the screenshot below:

2) The custom server is specified in Viewer, in the connection properties for this specific Host:


Looking forward to your reply.

Hello Dominik,

Thank you for your message.

Could you please clarify if you mean the silent installation of the Viewer module? If this is the case, then, unfortunately, the silent install of the Viewer and the installation file's configuration is not possible.

Is there an option for a msi package regarding the Remote Utilities Viewer?

Unfortunately, only the .exe installation file is available for the Viewer.

How is it possible to set a pre-configuration according the licensing of the tool?

You can simply configure one Viewer after installation, then locate the config_4.xml file in the C:\Users\YOUR_USERNAME\AppData\Roaming\Remote Utilities Files\ folder and copy it over to other Viewer installations on the rest of your machines. This file contains the Viewer's settings and license keys that were added to the License Key Storage. As for the address books, you can either manually export the address books as described in this tutorial or you can also set up the automatic address book sync using the RU Server.

How can I configure the client itself? (GPOs, Registry, .ini-files, etc.)

Could you please clarify if you mean configuring the Host? If this is the case, then you can push-install the Host across your Windows network using GPO as described in this guide. For this purpose, you can either use the vanilla Host installer or a custom installation package pre-configured via the MSI configurator tool.

Hope that helps.

Hello Knut,

Of course, please feel free to update us on the issue in case it occurs again or if you have other questions.

We're happy to assist!

Hello Knut,

If i upgrade the viewer and the server on my side and configure new agents, are the old agents still working?

Yes, the old Agents/Host installations will all work. We try to maintain as much backward compatibility as possible with each update, so you should be able to connect from newer Viewer to older Hosts (but not vice versa).

Hope that helps.

Hello Knut,

Yes, 6.12 Beta 2 is a fully-functional version of Remote Utilities, so the Agent can be customized just like in the previous versions. Agent customization is available on Step 3 - Advanced options of the Configuration process, on the Integrate your logo tab.

Please let us know if you have more questions.

Hello Scott,

Thank you for the clarification.

Every once in awhile it will let me know that my own machine that I am working from, is online.

Could you please clarify if you mean this notification?

If this is the case, please try disabling the Notify me when connection is online checkbox in the Viewer options.

Are other people having this problem, is it really just my configuration alone..?

Unfortunately, we couldn't reproduce the issue and haven't got any other reports on similar issues. Could you please double-check if there is any utility software installed on the Viewer or the Host PCs that uses the keyboard or might have control over the keyboard input?

In addition, please try updating Remote Utilities to the latest 6.12 Beta 2 version - the most recent beta version updates contain a fix for a similar issue where some certain keys (such as Ctrl, Shift or Enter) were not captured by a remote machine. Perhaps, this might also affect the issue you've encountered and help to resolve it.
Version 6.12 Beta 2 is available for the download on this page. When updating Remote Utilities please make sure to update both Host and Viewer as version mismatch might lead to performance issues and some features not working.

Looking forward to your reply.