Pauline's community posts

Hello Rob,

Thank you for your message.

Could you please send us the Host logs for examination? Here is how to locate the Host logs: https://www.remoteutilities.com/support/docs/host-log/
You can send them to support@remote-utilities.com

Also, please clarify what versions of the Viewer/Host are used?

Looking forward to your reply.

Hello Rob,

Thank you for your message.

Could you please clarify what type of connection did you use, direct or Internet-ID? In case you used the Internet-ID, please clarify if you used your custom RU server or the default server?

Also, please try referring to these troubleshooting guides for the Internet-ID connection or direct connection.

Looking forward to your reply.

Hello Barry,

Thank you for your message.

The issue is that the email code returned from the installer doesn't contain the client access password

When you configure a Host installer (e.g. a one-click installer) there are two ways you can set the access password:

1. If you sel ect Automatically generate password in Step 3 of the configuration the password will be randomly generated and unique for each Host that you install from that installer. You will receive that password in an encrypted email message and add to your address book by using the "Add code" feature. The downside of this method is that you will not know what the password is - it is generated for you and saved in the program.

2. You can skip selecting the "Automatically..." checkbox above and instead select Pre-configure Host settings in the last step, then enable "Single password" authorization method (or whatever other method you want to use) and set up access credentials there. In case of Single password, this means that all the Host instances installed fr om your configured file will share the same password. Also, since it is you who manually set the password the program won't be sending the password to you via email. Only the Internet-ID will be sent, and therefore the email message need not to be encrypted. Some users find this more convenient than the first method.

Please double check what method did you use. In addition, please note that you must use one method or another. If you just install a Host with no password at all you won't be able to access it because blank passwords are not allowed.

Let me know if you have more questions.

Hello Mahmoud,

Thank you for your message.

Unfortunately, there is no possibility to disable Advanced settings for the Agent. However, you can protect Agent settings with a password. To do so, you need to configure a custom Agent using the MSI Configurator.
On step 4 of the configuration select Pre-configure - General and network settings, then click Finish:

In the opened settings configuration window navigate to the tab General - Settings protection and set the password.

At the end of the configuration process, the output file will download. Please note, that your custom Agent settings will apply anyway regardless of whether there are traces of a previously run Agent or not.

Hope that helps.

Hello,

Thank you for your message.

Unfortunately, all solutions, in this case, are partial. We follow Windows security rules, so there is no possibility for RU to prohibit the administrator to perform any actions to any software.

Hope that helps.

Hello,

Thank you for your messages.

Could you please double check if the Host service startup mode is set to Auto?

If it's set to Auto, then please try solutions listed in this Knowledge Base article: https://www.remoteutilities.com/support/kb/host-service-won-t-start/

Also, I highly recommend that you add the Host installation folder to antivirus software exceptions list to avoid future problems in this regard.

In addition making any changes to the Host Settings via the Viewer makes no difference

Unfortunately, we couldn't reproduce this issue. The issue probably occurs because the Host service is not restarted after the changes to the Host settings are made. Please try solutions from the article above and see if it helps.

Please let me know if the problem persists.

Hello Pepa,

Thank you for your message.

I will restart the computer tomorrow and then test how it behaves.

Of course. Please let us know if the issue persists.

Looking forward to your reply.

Hello Pepa,

Thank you for your message.

Could you please try enabling the legacy capture mode and see if that resolves the issue? It's in the Host options:

Let us know if the issue persists.

Hello Musi,

Thank you for your message.

Please try referring to this troubleshooting guide: https://www.remoteutilities.com/support/kb/cannot-connect-using-direct-connection/

Let me know if the problem persists.

Hello Pepa,

Thank you for your message.

Unfortunately, we couldn't reproduce the issue. However, I've already forwarded this issue to our 2nd tier and development and asked for their input.

I will get back to you soon with their answer.