Pauline's community posts

Hello Mao,

I apologize for the misinformation in my previous message.

Actually, disabling the Internet-ID connections for Agent automatically is possible if you configure a custom Agent using the MSI Configurator tool.
In order to disable the Internet-ID please select the Pre-configure radio button -> General and network settings on Step 4 of the configuration process. In the opened Settings window navigate to the Other tab and enable the Disable Internet-ID and callback connections checkbox:

This way, Internet-ID connections will be disabled for this Agent.

a suggestion. Add more command line parameters to the new (run-only) agent, like this:
agent6.10.exe -mode lan-only
agent6.10.exe -my_ru_server xxx.xxx.xxx.xxx -my_ru_server_port 5655

Thank you for the suggestion! I'll forward this to our developers for the review to see if we can implement this in our future updates.

Please let us know if you have more questions.

Hello Patricia,

Thank you for your message.

Could you please clarify what Authorization method is set up for the remote Hosts? In addition, please confirm if I got it right that you use the same Authorization method along with the same credentials from another Viewer on a Windows machine and this way you can successfully connect to these remote Hosts machines?

Looking forward to your reply.

Hello Mao,

Thank you for your kind words!

Unfortunately, it's currently not possible to turn off the Internet-ID code for Agent, including the custom Agent configured via the MSI Configurator tool. However, I will forward this feature to our developers for review so it can be included in our roadmap and, perhaps, implemented in our future updates. Sorry for the inconvenience.

As a temporary workaround, you might disable the Internet-ID in the Agent's Settings -> Advanced Settings -> Dashboard tab -> Configure -> Advanced -> Turn Off. However, unfortunately, this has to be done manually for each Agent.
You might also consider using a custom-configured One-click installation package or standard Host installation package. Please note, that this will require Host installation.

Please let us know if you have more questions.

Hello everyone,

Thank you for your patience.

This is to inform you that we've managed to reproduce the issue and implement a fix for it. We've sent a link for the download of the test version of the Viewer with the implemented fix to your emails.

Please try replacing the original Viewer executable file rutview.exe in the Viewer installation folder C:\Program Files (x86)\Remote Utilities - Viewer with the new test version executable. We recommend that you rename the original rutview.exe, for example, rutview_old.exe and copy the new test version of rutview.exe to the same folder.

Please let us know if the issue persists.

Hello Oldřich,

Thank you! We appreciate your kind words!

Please feel free to post another message if you have more questions.

Hello Leszek,

We're glad to hear we were able to help!

Please feel free to contact us if you have more questions. We're happy to help!

Hello everyone,

This is to inform you that we're currently considering that the issue might be occurring if there is an online Microsoft account associated with the Windows user on the Viewer machine instead of a local user account.

Could you please let us know if there is an online Microsoft account used on the Viewer machine where the issue occurs instead of a local account? This can be seen in Settings -> Accounts -> Your info:


If there is an online Microsoft account used, then could you please try switching it to a local account and see if this helps to resolve the issue? Here's a related guide on switching accounts on the Microsoft website.

In addition, we will be extensively testing this to see what can be done in order to resolve the issue.

Please let us know if the solution above helped to resolve the issue.

Hello Jenni,

Thank you for the clarification.

Could you please also let us know if you use the RU Server by any chance (perhaps as one of the authorization methods or for the address book sync) and log in to this RU Server fr om the Viewers wh ere the issue occurs?

Looking forward to your reply.

Hello Tim,

Thank you for your message.

Is there logging established to show when a user logs in and logs off of a remote session?

Of course, you can find this information in the Host connection logs. This log records information about when this Host was accessed and in what connection mode, i.e. you're able to see the time when the remote session was started, e.g. you should normally see log entries such as (depending on a connection mode and whether Internet-ID or Direct connection was used):
Remote screen connection. Started.
Remote screen connection. Closed.
Please note that, unfortunately, there are no username/hostname of the Viewer user displayed in the logs yet. However, we already plan to improve the information contained in the logs in our future updates.

It's also possible to check in the Viewer logs when the remote session was started. For more information on the Viewer log please refer to this page.

Please let us know if you have more questions.

Hello Jenni,

Thank you for the details.

Of course, we understand the situation. However, please note, that unfortunately, there's not much we can do without users' provided date to diagnose such issues, as they manifest themselves in certain circumstances only and sometimes it's hard to reproduce them. Sorry for the inconvenience.
We have tried reproducing the issue on Windows 10 Pro, but we could not reproduce it regardless of the Remote Utilities version used.

However, we have received the requested registry key from another user and we will forward it to our developers for further examination. I will keep this thread updated regarding the issue or let you know in case there are any other additional data that might be needed.

I'll get back to you when there is an update from our development department.