Pauline's community posts

Hello Anthony,

Thank you for your message.

Please note that you need to enable using IPv6 when setting up the RU Server (that includes settings on both Host and Viewer sides). You can follow this guide to double-check and make sure that you have the Use IPv6 checkbox on both Host and Viewer sides. If it’s already enabled in your settings, but you’re unable to connect, please let us know.

Hope that helps.

Hello John,

Thank you for your message.

I’ll check with our developers on the status of the issue to see if the fix can be expected in any of upcoming updates.

I’ll keep you updated.

Hello Allan,

Thank you for your message.

I’ll check with our developers if they had a chance to review the log files. I apologize for the delay.

I’ll keep you posted.

Hello Markus,

Thank you for your message.

Unfortunately, it’s currently not possible to sync your RU Server’s address book with your mobile Viewer. However, we will definitely add this feature in our upcoming updates. Sorry for the inconvenience.

Let us know if you have more questions.

Hello Allan,

Thank you for the provided log files. I’ll forward them to our development team for a review.

I’ll get back to you with feedback from our developers shortly.

Hello Allan,

In this case, could you please send us the most recent logs once again (including logs from Agent of version 7) so I can forward them to our developers? You can send the files to support@remoteutilities.com.

Looking forward to your reply.

Hello Allan,

Thank you for the clarification.

Could you please try setting your DNS servers to Google Public DNS servers instead of your ISPs in your TCP/IP properties and see if this might help to resolve the issue? If you’re already using Google DNS servers or if the issue persists after you make the switch, let us know.

Hope that helps.

Hello Allan,

Thank you for the clarification.

Could you please make sure that the DNS name id.remoteutilities.com resolves to an IP address properly on both sides - Viewer and Host - of a remote connection.
In addition, please try flushing the DNS resolver cache - here’s a guide on how you can do so.

Let us know if this helps.

Hello Allan,

Thank you for the clarification.

Could you please try downloading Agent of the latest version 7.2.2.0 on your Host machine where the issue occurs and see if you’re able to connect to this Agent from your Viewer using Internet-ID connection? You can download Agent on this page.

Let us know if this works for you.

Hello Allan,

Thank you for your message.

Could you please clarify if you’re using only our public servers or if you’re using your custom RU Server as well?

Looking forward to your reply.