Pauline's community posts

Hello Tobi,

It seems that the issue might be caused by a firewall blocking the address id.remoteutilities.com or outbound ports, which are used by the Host. You can find a list of ports used by Remote Utilities for Internet-ID connections here: https://www.remoteutilities.com/support/docs/ports-used-by-remote-utilities/#Internet-ID_connection_ports
Please note that you need to have at least one of the outbound ports opened: 5655 or 443 and according to the article I linked above and your log file, you seem to have both ports or the address id.remoteutilities.com blocked by a firewall.

The issue might also happen if the DNS resolution doesn't work properly on your Host PC. I recommend that you flush the DNS cache on the Host PC by executing this command: ipconfig /flushdnsusing the command line interface.

Please let me know if the problem persists.

Hello Malien,

Thank you for your message.

Please refer to this Internet-ID connection troubleshooting guide.

Also please try to check your Host log. More information about Host log is available here.

Hope that helps.

Hello Nick,

Thank you for your suggestion.

We will add this feature to our wish list and hopefully release it with our upcoming updates.

Let me know if you have more questions.

Hi Richard,

You can use the Power Control mode to shut down, restart and lock the remote computer, or turn the remote monitor on or off. Read more about this mode in this article.

To unlock your remote PC you can send the Alt+Ctrl+Del command in Full Control or View modes, there's a button on the toolbar:
Or you can use the keyboard shortcut to send this command: Ctrl+Alt+F12.

Also you can choose the 'Lock workstation on disconnect' checkbox in Connection Properties:
This will lock your remote PC if it disconnects or the remote session is over.

Please let me know if you have more questions.

Hello Richard,

Thank you for your message.

Please specify which exact 'lock the remote computer' command do you mean. Could you also send us a screenshot? That would be helpful.

Looking forward to your reply.

Hello Glenn,

Thank you for your message.

What does the Red Checkbox mean?

The Red Checkbox means that you have auto-ping feature enabled in connection properties and either the remote PC is unreachable or it's an Internet-ID connection (and auto-ping works for direct connections only).

How do I get rid of the red checkbox by a remote PC.

Please check if the auto-ping function is enabled:
1) Right-click on the Remote Host and select Properties
2) In the connection properties window, go to the Auto-ping section and deselect the checkbox:


You can learn more about the auto-ping feature here.

We would also recommend you to update your Viewer to the current version 6.10.5.0. It's available for downloading here.

Please let me know if you have further questions.

Hello Giuseppe,

Thank you for your message.

Unfortunately, there's no way to configure a new Internet-ID every time you open an Agent. But this feature is already  in our wish list, so we plan to add it in the future releases.

Please let me know if you have more questions.