Pauline's community posts

Hello Renato,

Could you please also double check that you've specified the custom server in the connection properties?


Unfortunately, Basic users are not eligible for the remote session. It's stated in our Support Policy, paragraph Support levels.

Let me know if you have more questions,

Hello Farid,

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

Please do not hesitate to post another message if you have more questions.

Hello Marcus,

Thank you for the clarification.

Could you please send us the log files from the Host and the mobile Viewer apps? Here's how to locate the Host log files: https://www.remoteutilities.com/support/docs/host-log/
The mobile Viewer app logs are located in the Settings -> Error Log.
You can send them to support@remoteutilities.com. Please do not publish the logs on the forum, they are considered personal information.

Looking forward to your reply.

Hello Thomas,

Thank you for your message.

You already can customize keyboard shortcuts. To do so, please follow these steps:
1. Open the main Viewer window and navigate to the tab Tools on the ribbon toolbar. Select Options.
2. In the Options window switch to the Hotkeys tab.
3. Assign your custom hotkey for the Change view mode hotkey instead of the F12:


Hope that helps.

Hello Renato,

Thank you. We received and examined your log files.

The log shows that there are some issues with the Host connecting to your server: there is a socket error #11004. Here's a quote on the socket error from the Microsoft:

WSANO_DATA
11004
Valid name, no data record of requested type.
The requested name is valid and was found in the database, but it does not have the correct associated data being resolved for. The usual example for this is a host name-to-address translation attempt (using gethostbyname or WSAAsyncGetHostByName) which uses the DNS (Domain Name Server). An MX record is returned but no A record—indicating the host itself exists, but is not directly reachable.

See the full list of socket error codes.
Please, check that the DNS name of the server is resolved properly on the Host computer. Also, please try flushing the DNS cache.
In addition, please double check your network settings, e.g. set Google DNS servers instead of your ISPs in your TCP/IP properties.

Hope that helps.

Hello Marcus,

Thank you for your message.

Could you please clarify if you use the Host or the Agent module?
Also, please try referring to this guide on establishing the direct connection: https://www.remoteutilities.com/support/docs/connecting-over-lan/

Looking forward to your reply.

Hello Renato,

Thank you for the clarification.

Could you please send us the log files from the Host and the Viewer? Here's how to locate the log files: Host logs and the Viewer logs.
You can send them to support@remoteutilities.com. Please do not publish the logs on the forum, they are considered personal information.

Looking forward to your reply.

Hello Andrej,

Thank you for your message.

The RU Server is not related to http(s), so the nginx configuration is not necessary. You can set up the RU Server on any machine with an external IP address and create a subdomain record in your DNS with a subdomain that points to this IP address.

Hope that helps.

Hello Farid,

Thank you for your message.

Could you please clarify what Authorization method is set in the connection properties?

Also, could you please send us the screenshot of the Host settings, the Authorization tab?

Looking forward to your reply.

Hello Renato,

Thank you for your message.

Could you please try referring to this KB article before we proceed to further troubleshoot?

Please let me know if the issue persists.