Pauline's community posts

Hello Farhan,

Thank you for your message.

Please make sure that your Viewer for Mac is updated to the latest version 1.0.11.q Beta 11. If your Viewer is up to date, then you can register it with a free license key which you can generate using this form. After obtaining the license key, register your Viewer for Mac following this tutorial.

Hope that helps.

Hello,

Thank you for the clarification.

Could you please try updating your Host to the latest version 7.1.2.0 and see if this helps to resolve the issue, since in this case it is most certainly caused by a version mismatch and/or an outdated Host. You can update your Host remotely via the Simple Update feature.

Hope that helps.

Hello,

Thank you for your message.

Unfortunately, we couldn't reproduce the issue. Could you please let us know what version of Remote Utilities you're using and also what are the OSs running on the Host and Viewer machines?

Looking forward to your reply.

Hello Guy,

Thank you for your message.

Could you please let us know what version of Remote Utilities is installed on your Host and Viewer machines running on Windows? If these Host and Viewers are not updated to the latest version 7.1.2.0 then the version mismatch is what might be causing the issue. In this case, please try updating your installation to the latest version as described here or by downloading the installers of the latest version on this page and running them manually.
In addition, please see if any of the solutions listed on this troubleshooting KB page helps to resolve the issue.

Please let us know if the issue persists.

Hello Jane,

Thank you for your message.

I'm glad to hear you've figured out the issue and it works for you now! The issue had occurred because your remote Host wasn't updated to version 7 and we've discontinued the Internet-ID feature in version 6 for free license and trial period users starting February 1, 2022. For more information please also see this page.

Still can't ping id.remoteutilities.com though - don't know if I need to be able to do that?

Yes, we've temporarily disabled the ping. However, all servers are up and operate normally. You can also check the servers availability on this page.

Hope that helps.

Hello Jeff,

Thank you for your message.

You mean that you'd like to have the same authentication code in the 2FA app for a group of Hosts, correct? If this is the case, then it's already possible. Here's how you can do it:
1. Generate a custom Host installation package via the MSI Configurator Tool.
2. At the last step - Step 4: Settings update select the Pre-configure radio-button and enable the Security settings checkbox.
3. In the opened Host Settings navigate to the Security tab -> 2-step verification tab.
4. Enable and set up the 2FA feature, set up any other preferred settings for your Host and save the output installation file.
5. All Host installed via this specific installation package will have the same 2FA codes, i.e. it will be the same OTP in your 2FA app for these few Hosts. This way you can avoid having too many individual codes for each Host installation. Just build a few custom installation packages according to how you'd group the Hosts and your 2FA authentication codes will be grouped accordingly as well.

Hope that helps.

Hello Jane,

Thank you for your message.

Our servers are up and running and there were no recent downtimes. Could you please let us know what version of Remote Utilities are you using on both Host and Viewer machines?

Looking forward to your reply.

Hello Deden,

Thank you for your message.

1. i have 2 branch factory with same domain name, it is correct if i just buy 1 technician license for 20 pc (basic license) connected? and i can use that license in other pc?

Yes, you can use even 1-tech license on a few Viewers, since any license is not restricted to one workstation, i.e. you can register multiple computers with the same license and use any Viewer - one at a time. For more information please see this page.

2. if i just have Host license? can i remote that host without viewer license?

Do you mean the Endpoint license? If this is the case, then please note that the Endpoint license depends on the amount of Hosts (minimum purchase for the Endpoint license is 10 Hosts). In this case, the license is still added on the Viewer's side, but you can run remote sessions from unlimited number of Viewers at the same time. For more information please see this License comparison page.

3. what you suggest, i have team and has their own user id windows, how can i separate every user whos login to the right windows login

In this case you can set up Windows Security so that you can use a user's respective Windows accounts to authenticate on a remote Host. Here's a guide on how to set up Windows Security.

Hope that helps.

Hello Donn,

Thank you for the clarification.

I will forward the issue to our development department and we will try to reproduce it in our environment to see if we can implement a fix.

I'll keep you updated on the issue.

Hello Peter,

Thank you for providing the log files, we've received the emails.

I'll forward the logs to our devs for examination and will ask for their input on the issue.

I'll get back to you with an update on this from our developers.