Pauline's community posts

Hello Ian,

Thank you for your message.

I checked with our developers on this - the downloaded *tar.gz file is an executive file. Could you please clarify if you use an x64-based processor or if it's x86-based? In addition, please let us know if there are any error messages shown in the terminal when you try running the Viewer file? You can send us a screenshot of the terminal to support@remoteutilities.com.

Looking forward to your reply.

Hello Ian,

Thank you for your message.

I have forwarded this to our development department and ask for their input. I'll get back to you soon with their reply.
In the meantime, could you please let me know if I'm right in assuming that you use Linux Debian? If this is the case, please let me know which exact version do you use.

Looking forward to your reply.

Hello Konrád,

Thanks for the clarification.

Normally, you should see the authorization pop up when establishing a remote connection, if the Viewer had successfully reached the intermediary server (our public ID server or your self-hosted RU Server) and then had successfully established a connection to the Host through the intermediary server. In this case, I might assume that the issue occurs somewhere on these steps.
The troubleshooting guide would be helpful in order for us to isolate the issue. However, you might send us the Host and Viewer log files for examination.
Here's how you can locate the Host logs and Viewer logs.
You can send the log files to support@remote-utilities.com

Please, do not publish the logs on the forum as they are considered personal information.

Looking forward to your reply.

Hello Konrád,

Thank you for your message.

Could you please clarify if remote connections in the address book are shown as online? In addition, before we proceed to further troubleshooting, please try referring to this KB troubleshooting guide and see if any of the solutions help to resolve the issue.

Please let us know if the issue persists.

Hello Rob,

Thank you for your message.

We certainly plan to release Host for Mac/Linux this year. It is, indeed, among our highest priorities right now, but, unfortunately, we do not have a more specific ETA on its release yet. I apologize for the inconvenience.

Please let us know if you have any other questions. We're happy to assist!

Hello,

Thank you for the clarification.

You are right, this information is not stored on the Server's side. Here's some useful information on these columns:
The Last IP column shows the last IP address used by the given Host, which is not necessarily the IP address of the Host computer itself - for example when using the Internet-ID connection method the Last IP column shows the IP address of the last used Internet-ID server (i.e. our public server or self-hosted RU Server).
The User column shows the current Windows user signed in on the remote Host machine.
The Version column shows the current version of the remote Host (for example 6.10.10.0.).
For more information on the other column headings please refer to this page.

I'll forward your suggestion to our development department to see if we can implement this feature in our future updates. Thank you for your input.

Please let us know if you have other questions.

Hello Katie,

Thank you for your message.

Could you please confirm if I'm right in assuming that you see if the Host is online/offline in the Host's settings? If this is the case, then it might point to some network issues. Please refer to this Internet-ID connection troubleshooting guide and try to perform the solutions listed on that page in the order they are listed.

Please let me know if the issue persists.

Hello Russ,

Thank you for your message.

Before we proceed to further troubleshooting please try referring to this KB article and see if any of the solutions that are listed there helps to resolve the issue.

Please let me know if the issue persists.

Hello Jakub,

Thank you for your message.

Right now the Settings protection feature does not prevent a user with the administrator rights from uninstalling the Host. However, I will forward this information to our development department and will ask for their input on this. Thank you for your input! I'll keep you updated.

Please let us know if you have other questions.

Hello,

Thank you for your message.

Could you please, try resetting the Viewer's options and see if this helps to resolve the issue? In order to reset the Viewer options please do 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, but you will need to register the Viewer with your license key again.
4. Run the Viewer and see if the issue still persists.

If resetting the Viewer options did not resolve the issue, then could you please record a short video of the issue and send it to us to support@remoteutilities.com? In addition, please let us know which version of the Remote Utilities is used.

Please let us know if this worked for you.