Pauline's community posts

Hello,

Thank you for your message.

Could you please clarify if there is any antivirus/firewall software installed on the RU Server machine?  In case if there is, then the issue might be caused by the software blocking the rutserver.exe. We highly recommend that you add the RU Server folder C:\Program Files (x86)\Remote Utilities - Server\ to the antivirus exceptions list.
Also please check that the outbound ports required for the RU Server are not blocked/used by some other software. For more information on what ports are required to be open for the RU Server please refer to this page.

In addition, could you please clarify what version of Remote Utilities do you use? If you use the 6.10.10.0 version or older versions, then please try updating the RU Server to the latest version - 2.9 Beta 1 and see if this helps to resolve the issue. The 2.9 Beta 1 version is available for the download on this page.
When updating RU Server please make sure to update both Viewer and remote Hosts to the corresponding 6.12 Beta 1 version as well - the version mismatch might lead to performance issues or some features not working. You might try updating just one of the remote Hosts and one Viewer or even use the portable Viewer first to see if the issue still occurs when using the updated version of Remote Utilities.

Please let us know if the issue persists.

Hello Keith,

Thank you for your message.

The Exec format error usually means that Ubuntu wasn’t able to interface correctly with the binary, i.e. that it’s designed for a different chipset than your kernel currently supports. Could you please clarify which CPU arch your Ubuntu have - is it 32-bit or 64-bit?
Please type arch in a terminal window to find out whether your system is 32-bit (result is i686) or 64-bit (result is x86_64).

Looking forward to your reply.

Hello,

Thank you for your message.

Could you please clarify if I'm right in assuming that you want to use a few different Agents that point to a few different self-hosted RU servers? Or if you mean that you want to change the public Internet-ID sever to the custom Internet-ID server prior to running the Agent?
If this is the case, then, please consider configuring custom Agents using the MSI Configurator tool. This way, you will be able to customize Agent by adding your logo and welcome text and pre-configure Agent settings, including specifying your custom Internet-ID server.

In case if you mean something else, then could you please elaborate a bit more on the suggested feature?

Hope that helps.

Hello Mike,

Thank you for your message.

If I disable everything except the Remote Utilities - Host in her machines 'Services' tab will I still have access?

Yes, this should work. The issue you've encountered occurred because of all the services being turned off, including the Host service, as its service must be running on the remote Host PC in order for the Host to work properly.
In addition, when turning off the services and rebooting the remote computer, please make sure that rfusclient.exe and rutserv.exe system processes are running on the Processes tab of the task manager.
Also, here's a related KB article that might be useful in your scenario.

Hope that helps.

Hello Damian,

Thank you for your message.

Could you please let us know what version of Remote Utilities do you use? Please make sure that you update Viewer and Host to the most recent version - as of this writing, it's 6.10.10.0 or 6.12 Beta 1 version.

In addition, before we proceed to further troubleshooting, please try referring to this KB troubleshooting guide and see if any of the solutions listed there help to resolve the issue.
Namely, we recommend that you check if the required outbound ports are opened and not blocked by your firewall/not used by another software. For more information on the required ports please refer to this Documentation page.

Please let us know if the issue persists.

Hello Richard,

Thank you for your message.

Could you please clarify what version of Remote Utilities do you use? If you use version 6.10.10.0, please try updating Remote Utilities to the latest 6.12 Beta 1 version as we have already implemented a fix for this behavior in the beta version. The 6.12 Beta 1 version of Remote Utilities is available for the download here.
When updating Remote Utilities please also make sure to update both Viewer and Host/Agent as the version mismatch might lead to performance issues and some features not working.

Please let us know if the issue persists.

Hello Andy,

Thank you for the confirmation.

I'm glad to hear it works for you now!

The reason I made this post would be to help your development team fix the issue. I am willing to give you any debug info I can gather if needed.
Let me know if they need more information to reproduce this issue. Thanks

Thank you for the input! We'll get back to you in case if we need more information.

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

Hello,

Thank you for the clarification.

Perhaps, there was some connectivity issue caused by the other app, for example, the app might have used the same port, etc. However, I'm glad to hear you've figured out the issue!

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

Hello Steven,

Thank you for your message.

Could you please try enabling the Use legacy capture mode feature? In order to enable it, please right-click on the Host icon in the system tray and select Settings for Host, then navigate to the Other tab and enable the Use legacy capture mode checkbox.
In addition, please try referring to this troubleshooting KB article and see if any of the solutions listed there helps to resolve the issue.

Please let us know if the issue persists.

Hello Andy,

Thank you for your message.

Installing the display driver (and rebooting) did not change anything.

Please note that the Monitor driver is only used for the Blank remote screen feature. In case if you don't use this feature we advise that you uninstall the Monitor driver.

However, using legacy capture mode does bring the screen back. I'm assuming this is not a plan for the long term (being legacy), so I would be interested into having this issue fixed.

Could you please confirm that enabling the Legacy capture mode did resolve the issue?
As for the legacy mode - the difference between the default capture and legacy modes has to do with how the screen capture is processed deep inside the operating system. However, I'll forward your question to our development department and ask for their input on this.

In addition, here's a related troubleshooting KB article that might be useful as well.

Looking forward to your reply.