Pauline's community posts

Hello Michael,

Thank you for your message.

Unfortunately, Host connection logs do not contain this information. We plan to add reporting features which will show connection properties that were used, including usernames.

Also, if you switch into the Detail view mode on the Viewer, you can see what user was used to log on to the Host. To enable the Detail View mode:
1. Open the main Viewer window and navigate to the tab View.
2. Select the Details view style.
3. Locate the User column



Please let me know if you have other questions.

Hello Eric,

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

Please let me know if you have more questions.

Hello,

Thank you for your message.

I am not able to input a password because I am not able to click on the password field.

We will be fixing this issue in the upcoming update. Sorry for the inconvenience.

Please let me know if you have more questions.

Hello Anders,

Thank you for your message.

Please refer to this troubleshooting guide in our Knowledge Base.

Hope that helps.

Hello Mo,

Thank you for your message.

the Host "service" stops and does not restart, unless started again manually

The issue might occur because of a Windows Server and its security policies. The service might not always restart properly on a Windows Server if there are any security policies are set that might prevent it from starting.  Before we proceed troubleshooting, please try to follow this guide: https://www.remoteutilities.com/support/kb/host-service-won-t-start/

However, connection from either iOS/Android App to the same Host fails.

Please refer to our knowledge base article on common issues and their solutions when you cannot connect over the Internet using an Internet-ID connection.

Hope that helps.

Hello David,

Thank you for your screenshot.

Please try to disable showing the Active directory tree. Open the Viewer, click Tools ➝ Options, navigate to the Misc tab and enable the Hide default domain controller checkbox.

Please note, that endpoints in your Active directory tree also count.

Hope that helps.

Hello David,

Thank you for your message.

It's enough to delete the connection in the address book, there's no need to completely uninstall the Host. The amount of your endpoints is the number of connections you have in the Viewer address book.

Please let me know if you have more questions.

Hello, John.

Thank you for your message.

You don't have to do any special configuration on the Server to employ the relay server role. Just install the server and make sure it's directly accessible for Viewers and Hosts.

To configure the RU Server for the relay role you only need to install the RU Server and make sure that it is directly accessible from Viewer and Host.

Refer to this guide on configuring Host to use your self-hosted RU Server.
To configure the Viewer please follow this guide.

Hope that helps.

Hello John,

Thank you for your message.

are there any clear instructions or videos on creating out own server to point tot he computers ?

Please refer to this guide on setting up the RU Server relay role.
You can also read more about the RU Server and its other roles in our Documentation.

and any instructions on a sonic wall firewall to pass them through?

Unfortunately, we cannot assist you in setting up a port forwarding rule in a third-party firewall. Please refer to the Sonic Wall Documentation.
You can read more about ports that are used by the RU Server here.
Also, you might find useful information on setting up port forwarding rules in this section.

have you ever added this feature to a synolgy unit?

Unfortunately, we don't integrate with this software. Remote Utilities works as a standalone program for Windows OS/iOS/Android.

Please let me know if you have more questions.

Hello Pepa,

Thank you for your message.

Unfortunately, we couldn't reproduce the issue in our environment. Could you please clarify what type of keyboard do you use? Did you use the Numpad keys and not the numbers at the top row?

Also, please try to use the Legacy keyboard input mode. To enable it please do the following steps:
1. In the main Viewer window right-click on the Host icon and choose Properties.
2. Go to the tab Remote Screen -> Mode.
3. Enable the checkbox Use legacy keyboard input mode.


Hope that helps.