Pauline's community posts


2 Issues

Pauline, Support (Posts: 2886)
Jun 20, 2022 1:41:34 pm EDT
Hello Aaron,

I'm glad to hear that we were able to help and it works for you now!

In addition, we've updated your support level and it's displayed correctly as MINI now.

Please let us know if you have more questions.

2 Issues

Pauline, Support (Posts: 2886)
Jun 20, 2022 11:40:48 am EDT
Hello Aaron,

Thank you for your message and thank you for your support!

It seems like both issues might be caused by some Host files being somehow damaged/corrupted. Could you please try completely uninstalling your Host and cleaning up the installation traces as described in this full uninstallation tutorial? After uninstalling please restart you Host machine, re-install Host from scratch and connect to it once again from your Viewer to see if any of the issues still persists.

And my Support Level should be "Mini" I have purchased it. Can provide the key/email address etc.

Thank you for letting us know - we will manually update your support level on our side and will let you know when it's done or if we need any additional information.

Please let us know if the issues still persists after re-installation.

Issues with internet ID and logon since Tuesday

Pauline, Support (Posts: 2886)
Jun 20, 2022 10:52:05 am EDT
Hello Michial,

Thank you for your message.

Please try referring to this Internet-ID connection troubleshooting guide and see if any of the solutions provided helps to resolve the issue.

In case if none of the solutions provided in the guide helps, please feel free to send us the Host log files from the remote Hosts for examination. You can locate the Host logs in the following folder C:\Program Files (x86)\Remote Utilities - Host\Logs\ and send them to support@remoteutilities.com.

Hope that helps.

Second Trailing Mouse

Pauline, Support (Posts: 2886)
Jun 17, 2022 4:54:34 pm EDT
Hello,

In this case, please also try enabling the Use legacy capture mode feature in the Host Settings window -> Other tab and see if this helps to resolve the issue. Please make sure to restart Host after enabling the feature in order for the changes to be applied.
You can also enable the feature via the Remote Settings feature - in this case Host will be restarted automatically after you submit the changes.

Hope that helps.

NT Authorization Error

Pauline, Support (Posts: 2886)
Jun 17, 2022 12:22:02 pm EDT
Hello Patrick,

Of course, in this case please feel free to send the logs whenever it's possible - we will check them for you right away.

Thank you!

NT Authorization Error

Pauline, Support (Posts: 2886)
Jun 17, 2022 10:14:48 am EDT
Hello Patrick,

Thank you for the clarification.

Could you please let us know if you've tried logging in with the Use current security context checkbox enabled or with a domain selected (if applicable)? In case if these solutions don't help as well, please feel free to send us the Host log file for examination. You can send it over to support@remoteutilities.com.

Looking forward to your reply.

NT Authorization Error

Pauline, Support (Posts: 2886)
Jun 16, 2022 4:58:17 pm EDT
Hello Patrick,

Thank you for your message.

Could you please double-check if this specific Host has the correct user permissions set up? You can check the permissions for the Host in the Host Settings window -> Authentication tab. Please make sure that the corresponding users are added to the Host's permission list and that the connection mode you want to use is allowed for these users as well as described in this tutorial - for example, you can allow just Full Control or File Transfer modes or allow all modes by selecting All Access.

Hope that helps.

Second Trailing Mouse

Pauline, Support (Posts: 2886)
Jun 16, 2022 2:09:39 pm EDT
Hello,

Thank you for your message.

Please double-check if you have the Rendering of hosts cursor set to Always in the Connection Properties window -> Cursor tab.
If this is the case, please try switching it to View only mode active or Never and see if this helps to resolve the issue.

Hope that helps.

Remote Utilities Host Can't Connect Until Restarted

Pauline, Support (Posts: 2886)
Jun 15, 2022 5:08:14 pm EDT
Hello Shane,

Thank you for your message.

Please note that I've responded in this thread in order to avoid duplication. In addition, please let us know if you've already tried full uninstalling Host as described here and re-installing it from scratch?

Looking forward to your reply.

Just an Update Info

Pauline, Support (Posts: 2886)
Jun 15, 2022 5:04:46 pm EDT
Hello everyone,

Thank you for the provided updates.

It would be great if RU could have its own watchdog service built in, so we would not have implement our own.

Matthew, thank you for your suggestion. We actually already plan to add similar functionality in our future updates - we plan to add an automatic report on Viewer's side that can identify an issue (e.g. no connection with the servers, Host is not running, etc.) and we will additionally increase connection retries for remote sessions.

I will keep you all updated and will let you know if there are any news on this issue from our developers. Sorry for the inconvenience.

Please let us know if you have more questions.