Pauline's community posts

Hello,

Thank you for your message.

Could you please clarify if you have any antivirus software installed on your machine where the issue occurs? If this is the case, please try adding the RU Server installation folder to the exception list as described in this guide and see if this helps to resolve the issue. Please note that you may also need to reinstall your RU Server - you can try backing up its data as described here and then preforming a complete uninstallation following this guide.

Hope that helps.

Hello Matthew,

Thank you for the clarification.

I've checked our ticket system and email inbox, but, unfortunately, couldn't locate any log files you might've submitted earlier. Please note that the log files act as our primary diagnostic tool when we start to troubleshoot any issue and without them, unfortunately, it's hard to tell where exactly we should start looking for the root of the issue.
Please feel free to send us the Host logs (either via ticket or to our email, whichever works for you) - we can examine the log files and forward them to our developers for further review as well as schedule a remote session if necessary.

Hope that helps.

Hello Matthew,

Thank you for your message.

Could you please clarify if by RUM you mean a certain third-party software? If this is the case, please note that we cannot assist with resolving compatibility issues with theirs-party software.
If you mean something else, please let us know. For example, connectivity issues might be caused by a variety of factors - if you mean that your facing issues staying connected to your remote Hosts, please feel free to send us the Host logs for examination. You can send the log files to support@remoteutilities.com or create a ticket and submit log files there.

Looking forward to your reply.

Hello Shane,

Thank you for your message.

Would you be interested in sending us the most recent Host log files for examination? You can send them to support@remoteutilities.com. You can find the log files here: C:\Program Files (x86)\Remote Utilities - Host\Logs\.

Looking forward to your reply.

Hello,

Thank you for your message.

Anyone in a position to turn off what i call the Cooper fix and see if the Host comes up by itself

Could you please elaborate a bit more on the issue you’re experiencing? We’ll be happy to help you to resolve it if you’re able to provide more details.

Looking forward to your reply.

Hello Robert,

Thank you for your message.

We’re glad to hear you’ve figured out what was causing the issue and it works for you now! In addition, thank you for sharing your experience and solution on our forum — surely it will help other users should they encounter similar issues in the future.

Please feel free to contact us if you have any questions or need our assistance. We’re always happy to help!

Hello Jack,

Thank you for your message.

Before we proceed to further troubleshooting, please see if any of the solutions provided on this page help to resolve the issue.
If the issue still persists, please feel free to send us the latest Host logs to support@remoteutilities.com.

Hope that helps.

Hello,

Thank you for your message.

Please note that we’ve responded to your ticket in regarding the same issue in order to avoid duplication.

Thank you.

Hello Mike,

Thank you for the clarification.

I will forward this information to our developers to see if we’re able to reproduce the issue and, if so, implement a fix for it in our future updates.

I’ll let you know once there’s any update on the issue.

Hello Mike,

Thank you for your message.

Could you please let us know what is the average file size for the files you’re transferring when the issue occurs? In addition, are you using Direct connection or Internet-ID connection with the File Transfer mode? Does this happen to all files regardless of their format or only to some certain file extensions?

Looking forward to your reply.