Pauline's community posts

Hello Dax,

Thank you for your message.

Could you please specify if you're using the latest stable version 7.2.2.0, or if the issue occurred while using our new beta release?
Regardless of the version, please try enabling the Use legacy capture mode feature, located in Host Settings -> Other Settings, to see if this helps resolve the issue. Make sure to restart Host after enabling the feature to apply the changes.

Looking forward to your reply.

Hello Jonathan,

Have you tried updating your Viewer and at least one of the Hosts to the latest beta version to see if this might help to resolve the issue? The installation files for the beta version can be found on this page.

Let us know if the issue persists after updating your installation.

Hello Jonathan,

Thank you for the provided logs.

I've examined the files, but didn't notice anything that could point to the root of the issue. Before we can proceed with further troubleshooting, do you mind trying to update your Remote Utilities installation to the latest beta version (available for download on this page)? After you update at least one Viewer and Host where the issue occurs, as well as RU Server, see if the issue still persists for you.

Let us know if this helps.

Hello,

I'm glad to hear you've figured out the issue and it works for you now!

Please feel free to contact us again if you have any questions or need our assistance.

Thank you!

Hello,

Thank you for your message.

Could you please double-check what is displayed in your Host Setting for its connection status as described in this guide? Make sure that the server used for this Host and set up in its settings matches with the server listed for this connection in your address book.

Let us know if this helps.

Hello Jonathan,

Thank you for the provided logs.

I've examined the Host logs but haven't noticed any error entries that could point to what's causing the issue. Could you please send us the latest log files from your RU Server as well? You can send the files to support@remoteutilities.com.

Looking forward to your reply.

Hello Jonathan,

Thank you for your message.

Could you please clarify if you’re using our public servers for Internet-ID access or your custom self-hosted RU Server?
In addition, you can also send us your latest Host logs from one of your remote machines to support@remoteutilities.com for examination.

Looking forward to your reply.

Hello Corey,

Thank you for your message.

Yes, this is a false positive detection. Unfortunately, we don't have much control over how various antivirus software treats our program. However, if you can't add it to the allow list at the moment, we encourage you to submit a false positive report to your a/v vendor, so they can clear the detection as soon as possible. You can follow this guide to submit a false positive report.
In addition, you can also try our latest public beta release to see if using it might help to resolve the issue. You can find more information on the beta release and downloadable files on this page.

Hope that helps.

Hello Anna,

Thank you for your message.

We recommend allowing access to id.remoteutilities.com, rather than a specific IP address, since it might prevent you from accessing our server infrastructure properly. To ensure a smooth and secure experience with Remote Utilities, we recommend simply enabling the program on the application level within your firewall settings, rather than attempting to whitelist specific intermediate server IP addresses. This approach will allow Remote Utilities to function optimally while still maintaining the security of your network.
As an alternative, especially if your company has some stricter policies in place, consider using self-hosted RU Server instead. RU Server can be used in isolated environments and also offers a number of additional features, such as address book sync, authentication, etc. You can download an installation file for the RU Server on this page.

Hope that helps.

Hello Benny,

Thank you for your message.

Unfortunately, we weren’t able to reproduce this issue for now. However, I’ll forward it to our developers to see if they can provide any additional feedback on this or if they might need some additional information.

We will keep you updated.