Pauline's community posts

Hello Carl,

Thank you for your message.

Please note that the Idle tab of the Admin Console window only displays Hosts that are actively listening to your RU Server. In order for your Hosts and Viewers to appear in the Active tab, you need to start a remote session using your RU Server as a relay server as described here.

Hope that helps.

Hello Carl,

Thank you for the clarification.

Please make sure that you're running the latest version of RU Server 3.2.1.0 which is available for download on this page. In case if you're running an older version, please try updating your RU Server to the most recent version and see if the issue persists.

In case if using the latest version doesn't help, please also try the following:
1. Backup your RU Server settings and data by copying the folder C:\Program Files (x86)\Remote Utilities - Server\ and the registry key HKEY_LOCAL_MACHINE\SOFTWARE\Usoris\Remote Utilities\MiniInternetId on your Server machine.
2. Then try fully uninstalling your RU Server as described in this guide.
3. Make sure to restart your RU Server machine and re-install your RU Server from scratch following this guide.
4. Restore your address books and Server's settings from the backup created on Step 2 by following this tutorial.
5. Make sure that your RU Server is registered with the correct license key as described here.
6. Try running RU Server once again and see if this helped to resolve the issue.

Let us know if the above worked for you or if the issue still persists.

Hello Peter,

Thank you for your message.

Unfortunately, this is excepted behavior when using the two factor authentication feature. When using the 2FA, you need to make sure that the phone with the authenticator app and the Host PC both synchronize their time from an online source and that the Windows Time Service (w32tm) is set up correctly on the Host machine.
For more information please also refer to this KB page.

Pease let us know if you have more questions.

Hello Gaz,

Thank you for the update.

In this case, please also try the solutions suggested by Microsoft Office in this troubleshooting guide and see if any of them help to resolve the issue.

Please let us know if the issue persists.

Hello Carl,

Thank you for your message.

RU Server runs as a system process in the background. Could you please clarify if you mean that you’re trying to run RU Server once again after closing it? Please let me know if you mean that you’re trying to run another software.

Looking forward to your reply.

Hello James,

Thank you for your feedback!

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

Hello Gaz,

Thank you for your message.

Please try enabling the Use legacy capture mode feature in the Host Settings -> Other tab and .
Please make sure to restart Host after enabling the feature in order to apply the changes.

In addition, please also try enabling the Capture alpha-blending windows feature in the Connection Properties -> Additional properties tab and see if this helps to resolve the issue.

Hope that helps.

Hello Carl,

Thank you for your message.

PLease note that it's expected behavior for both RU Server and Viewer not to fully exit when clicking the "X" button - in order to fully close the program and stop its respective processes, you need to close it via the File -> Exit menu command.

As for the administration program that can't be launched while RU Server is running - could you please specify the exact program? Do you mean Windows PowerShell, Remote Server Administration Tools or something else?

Looking forward to your reply.

Hello Jeff,

Yes, you need to have port 443, 5655 or any other custom port opened and not used by another software on your RU Server machine. For more information please also see this page.

Hope that helps.

Hello Jeff,

I have read both articles that you linked to and it appears to me that that type of IP filtering is referring to the IP addresses of viewers, hosts and agents that connect to the RU server. Is my assumption correct?

Not exactly - please note that you can set the IP filter to listen to a range of IP addresses, not only one specific Host/Viewer at a certain IP address. However, you can set the filter to a specific IP address as well - it doesn't have to be an IP of a specific Host machine, just that the Server would be restricted to this address and a Host with another IP address wouldn't be able to connect.
Please also note that you can set up both global IP filters that would apply to all Server's communication as well as individual IP filters for each port used by your custom RU Server. For example, you can achieve the initial scenario that you've described by setting up your RU Server communication port to 443 and then add your preferred single IP address to a white list in a Global IP filter - this way your RU Server won't allow Viewers or Hosts to connect from other IP addresses.

Hope that helps.