Pauline's community posts

Hello Andreas,

Thank you for your message.

The issue might be caused by some issues with the DNS resolution, for example, it might occur if some free/public DNS service is used.
Please try the following:
1. On the Viewer/remote Host machine (depends on which module cannot connect to the RU Server) launch the Run dialog by press Win + R. Type cmd and click OK (or hit Enter). The Command Prompt will open.
In the Command Prompt type in nslookup and the DNS which is used to point to the IP address and see if it resolves properly:

In case if it does resolve properly, you should be able to see the IP address the DNS is pointing to in the nslookup output.

2. Please try using your external IP address as the server address instead of the DNS name and see if it's possible to connect to the RU Server this way. Namely, you need to specify the server address in the Host settings, Connection properties on the Viewer's side and in the Viewer's Server manager as well (if you use RU Server's sync and authorization roles).

Please let me know if the issue persists.

Hello David,

Thank you for your message.

The ping feature just allows you to check if the PC is visible on the Internet (i.e. it checks the machine availability rather than the Host's, as it's similar to the ping command in CMD prompt). Please check if the inbound TCP port 5650 is allowed on the Host PC. For more information on the ports used by Remote Utilities please refer to this page.

In addition, please try referring to this KB troubleshooting article and see if any of the solutions that are listed there helps to resolve the issue.

Hope that helps.

Hello Kubris,

Thank you for your patience.

I have forwarded the issue to our development department. We will thoroughly test it and will get back to you with an update in 1-2 business days.

I apologize for the inconvenience.

Hello Les,

Thank you for your message.

Could you please clarify if I'm right in assuming that you're using one Viewer on your PC to connect to a remote Host machine and a mobile version of Viewer on your Android device? If this is the case, then please note that our mobile client has its own versioning and so far the mobile Viewer app is free, i.e. there is no need to register it with a license and there's no limitation on the number of records for the mobile Viewer.

In addition, please clarify if you're getting the 10 connection error in the Viewer that's used on your PC? If this is the case, please double-check if you have the AD tree displaying enabled in the Viewer's Navigation pane? If you do, please try enabling the Hide default domain controller feature in the Viewer options, on the Misc tab:


This might be causing the issue as the computers in the tree also count against your license. So if this is the case, you are advised to add the computers you need from your AD to your address book and disable showing the AD tree in Viewer.

Please let me know if the issue persists.

Hello,

Thank you for your message.

As it was already mentioned in this community thread, this is a known issue caused by a typo in the localization file for the German language. We will implement a fix for it in the next update.


Sorry for the inconvenience.

Hello Reginald,

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

Please let us know if you have more questions. We're happy to assist.

Hello Kory,

Thank you for the clarification.

Could you please also let us know if it's possible to check if the issue occurs when connecting to other remote Host machines as well?

In addition, could you please try resetting the Viewer settings/options and see if it helps to resolve the issue. In order to reset the Viewer configuration, 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 please note, that you might need to register the Viewer with your license key again.
4. Run the Viewer and see if the issue still persists.

Looking forward to your reply.

Hello Roel,

Thank you for your message.

Could you please clarify what version of the Remote Utilities was used prior to the update? Also, please let us know if the Viewer is updated to the latest version (as of this writing it's 6.10.10.0)?

In addition, please clarify if you're able to establish a connection to the remote Host machine you're trying to update? If it's possible, could you please also clarify what connection method is used - Direct connection or Internet-ID connection?

Looking forward to your reply.

Hello John,

I apologize for my somewhat misleading previous reply.

Unfortunately, there's no separate connection mode for the GPO policy editing yet and we do not have plans for implementing one in the nearest future. However, you should be able to edit GPO policy via the Terminal mode or you can also establish a remote connection (using the Full Control and View mode or the RDP mode) to the remote Host machine and then edit GPO policy via GUI.

Hope that helps.

Hello John,

Thank you for your message.

Could you please clarify if you mean connecting directly to the local GPO editor (i.e. without establishing a connection to the remote Host machine first)? If this is the case, unfortunately, there is no such feature.

Please let us know if you have other questions.