Pauline's community posts

Hello Peter,

Thank you for the summary.

Did you get my second email with log files for W7 beta viewer trying to log in to XP beta host?

Yes, we received your email, thank you.

I have forwarded all the log files you've provided along with the issue description to our development department and asked for their input on this. I'll get back to you soon with their reply.

Sorry for the inconvenience.

Hello Peter,

Sorry for the late reply.

Unfortunately, we couldn't reproduce the issue. Could you please also clarify what authentication methods are enabled for the remote Hosts that you're not able to connect to?

In case if you have the Custom Server Security authentication method enabled, then could you please also let me know if you have the Force custom server security checkbox enabled on the server in the user account properties?

On a side note, earlier posts mention that the v12 host does not use the display driver. Does intalling the new host automatically remove the driver, or does that have to be done separately?

Yes, the Monitor driver has been discontinued and it's automatically uninstalled upon the 6.12 Beta 2 version installation.

Looking forward to your reply.

Hello Derek,

I additionally checked with my coworkers on this. Even though it's not possible to open the Full Control window without the main Viewer window, it's possible to hide it into the taskbar upon opening the connection window if you add the /minimize parameter.

Hope that helps.

Hello Giovanni,

Thank you for your message.

Of course, you can use the Callback connection feature in case if you don't want to use the Internet-ID connection with our public or your self-hosted RU Server - in this case, you'll be using the Direct connection method which is also faster than Internet-ID. However, please note that in order to use the Callback connection, the Viewer must be accessible by its external IP address. When using the callback connection type, the Host machine offers remote access to the Viewer, and the Viewer only needs to accept such an invitation. For more information on setting up the Callback connection please follow this tutorial.

Or do callback connections require that the host firewall forward their callback port?

No, when using the Callback connection you're not required to set up the port forwarding. You only need to enable the Callback connection in the Host's settings and specify the Viewer's machine external IP address and the port set in the Viewer for callback connection.

I could always resend the agents or just update the configs in them.

Please note that it's also possible to enable the Callback connection in your custom Agent during the configuration process, on Step 4 - Settings update.

I can be connected this way, but after about 10 minutes or so, the viewer screen will freeze up and I'll get a disconnection notice.

This issue might occur if there are some intermittent disconnections between Viewer and RU Server. In case if you keep using the RU Server and the issue keeps occurring please try referring to this Internet-ID connection troubleshooting guide.

Hope that helps.

Hello Derek,

Thank you for your message.

Unfortunately, it's not possible to hide the main Viewer window. For more information on Viewer parameters please refer to this page. Sorry for the inconvenience.

Please let us know if you have more questions.

Hello Peter,

Thank you for the provided log files, we received your email.

I'll forward the log files along with the issue description to our development department and ask for their input on this.

I'll get back to you soon with their reply.

Hello Bevan,

Of course! Please feel free to contact us if you have more questions or need any further assistance.

Hello Peter,

Of course, please feel free to update us further on the issue anytime. Meanwhile, we will try to reproduce the issue as well.

Please let us know if you have more questions.

Hello Peter,

Thank you for the update.

Quick test, try to log into several remote machine both internet and local connections, in each case got Access Denied for five trys before it gave up.

Could you please confirm that you did not encounter this issue when using version 6.10.10.0 prior to updating to the 6.12 Beta 2 version?
If this is the case, could you please provide us the log files from this Viewer and one of the remote Hosts for examination? Here's how to locate the Host logs and the Viewer logs.
You can send it to us to support@remoteutilities.com.

Looking forward to your reply.

Hello Anthony,

Thank you for your message.

Could you please confirm that the issue occurs when using version 6.10.10.0 of Remote Utilities? If this is the case, please try updating to the most recent version, which is, as of this writing - 6.12 Beta 2, as the issue you're encountering might have already been fixed in a subsequent update.
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 to the same version to avoid version mismatch that might lead to performance issues and some features not working.

In addition, please try enabling the Use legacy capture mode feature in the Host Settings -> Other tab.

Also please try referring to this KB troubleshooting guide that might provide a useful solution.

Please let us know if the solutions above did not help and the issue persists.