Pauline's community posts

Hello Kimberly,

Thank you for your message.

Could you please clarify if I'm right in assuming that the issue occurs when you're trying to establish a connection using the Internet-ID connection type? If this is the case, please try referring to this KB guide before we proceed to further troubleshooting, as this will help us to isolate the issue.

In addition, could you please also try establishing an Internet-ID connection to another remote Host machine, if possible?

Please let me know if the issue persists.

Hello Don,

Thank you for your message.

Could you please clarify 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.

If the AD tree is disabled, but you're still encountering the issue, it might be caused by the Viewer configuration file (config_4.xml) being somehow corrupted (perhaps, by an antivirus/firewall software). Please try resetting the Viewer options by deleting the config_4.xml file found in %appdata%\Remote Utilities Files\ folder. This will reset the Viewer settings/options, your address books won't be affected by this action.
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.

Also, as it was mentioned above by Conrad and Tom, the issue might be caused by the General address book file connections_4.xml being corrupted. In this case, please try copying the address book file to another location and see if the problem still persists upon the next Viewer startup. If it does, then please try removing the connections_4.xml file from the %appdata%\Roaming\Remote Utilities Files folder.

Tom, thank you for the suggested workaround and for helping other users in the community.

Hope that helps.

Hello Rick,

I'm glad to hear you've figured out the issue!

However, I will forward the issue regarding the Windows 7 OS to our developers and we will try to reproduce it to see if there is anything we can do to fix the issue.

Please let me know if you have other questions.

Hello Rob,

Thank you for your message.

Could you please clarify if you mean the Host authorization settings? If this is the case, then, of course, it's possible. In order to update the Host authorization settings in bulk, you just need to configure an msi installation file with the updated server settings using the MSI Configurator using the Standard MSI package option, and then use the configured .msi file via GPO push-install or mass-update the settings via the Remote Install tool as described here.

Please let me know if you have other questions.

Hello Rick,

Thank you for your message.

We have just tried to configure an Agent using the MSI Configurator tool and it works great every time. The configuration server is up and running.
Could you please try configuring the Agent via another network interface (e.g. Wi-Fi or mobile network)?

Please let me know if the issue persists.

Hello Jianchao,

Thank you for your message.

Unfortunately, there is no support for Linux systems yet. However, you might try running Remote Utilities on Linux using Wine.
Here are some links to Community threads where our users share their experience with Wine that might be helpful:
https://www.remoteutilities.com/support/kb/how-do-i-install-the-viewer-for-linux-using-wine/
https://www.remoteutilities.com/support/forums/messages/forum2/message5954/409-fr_-remote-utilities-server-_-linux-version#message5954
https://www.remoteutilities.com/support/forums/messages/forum1/message6775/427-linux-_mint_-_-wine#message6775

Hope that helps.

Hello Rob,

Thank you for your message.

There is no need to reinstall Hosts as you only need to update Host authorization settings in order to update the ID-server address in the Host settings.

There are three ways to update Host settings if the Hosts have already been deployed:

1. Manually on each Host machine.
2. Remotely from the Viewer using the Remote Settings feature, provided that you can still connect to your Hosts through the old server.
3. By building a new Host installer in the MSI configurator and updating your Host installations using a distribution method that is the most convenient for you (e.g. push-install using GPO, using the Remote Install Tool, manually, etc.).

Also, here's a relatable KB article on migrating the RU Server that might be helpful.

Please let us know if you have more questions.

Hello Spencer,

Thank you for your message.

Could you please clarify if you're getting the "Viewer was banned" error as well or if you mean just the Host going offline issue that was described in the very first post?

In addition, before we proceed to further troubleshooting, please try referring to this troubleshooting guide and see if any of the solutions that are listed there helps to resolve the issue.

Looking forward to your reply.

Hello Rachel,

Thank you for your message.

We are currently working on the Viewer for Mac. We hope to release it by the end of the year. Host/Agent for Mac will be released soon after the Viewer. As for the Linux version - since the code base for Linux is almost the same as it's for Mac, there might be a good chance that Linux versions will be released at the same time as Mac versions. Unfortunately, we cannot provide any more specific ETA yet.

Please let us know if you have other questions.

Hello Tom,

Thank you for your message.

Is there an update on when the RU Viewer for Mac will be ready.

We do our best to release the Viewer for Mac as soon as possible. As for now, the Mac Viewer is in development and we hope to release it by the end of the year. Unfortunately, we cannot provide a more specific ETA yet.

Dont mind waiting a little longer for the Host/Agent as most machines would be Windows based anyway that I would use, but the viewer for Mac would be nice to see now.

Of course, Viewer for Mac is indeed among our highest priorities right now, and Host/Agent for Mac will be released soon after the Viewer.

Please let us know if you have more questions.