Pauline's community posts

Hello Michael,

Thank you for your patience.

It seems like we were able to reproduce the issue - I will now forward it to our development department and ask our devs to look further into it to see if we can fix it in the next update for Viewer for Linux. Sorry for the inconvenience.

I'll let you know if there are any additional updates on the issue.

Hello Michael,

Thank you for the clarification.

We will test this out in our environment to see if we’re able to reproduce the issue with Viewer for Linux.

I’ll get back to you with an update on the issue shortly.

Hello Matthew,

Thank you for your message.

Could you please let us know what’s the version of Host running on the machines where the issue occurs? In addition, please let us know Viewer’s and RU Server’s versions as well.

Looking forward to your reply.

Hello Michael,

Thank you for your message.

Could you please clarify if the issue occurs when you click the Sign in button in your Viewer window or when you click the OK button in the "Sign in" prompt window?

Looking forward to your reply.

Hello Robert,

Thank you for the clarification.

In this case, please try adding the Host installation folder C:\Program Files (x86)\Remote Utilities - Host\ to BitDefender's exception list as described here. In case if BitDefender is causing the issue by blocking Remote Utilities, please also submit a False Positive here.

In addition, please also double-check if it's the ISP who might be mistakenly blocking Hosts from accessing our servers. To check this, please try switching one of the Hosts that you can't connect to, to another network (even mobile internet will do) and see if you can connect to it this way.

Last but not least, perhaps one of the solutions listed in this troubleshooting guide might help.

Please let us know if the issue persists.

Hello Robert,

Thank you for your message.

Could you please confirm that you can't connect to any Host machine located in this specific office? Are all of these Host computers connected to the Internet via the same ISP?

Looking forward to your reply.

Hello,

Thank you for your message.

Solved it by uninstalling various .NET framework updates (KB5012117, KB5010472) and preventing them to be reinstalled by using the "wushowhide.diagcab" tool from Microsoft.

Thank you for your contribution and input. I'm sure this might help other users who might experience similar issues.

Please let us know if you have more questions.

Hello Edgaras,

Thank you for your message.

Please make sure that your remote Hosts are also updated to the latest version 7.1.2.0 as well since it will not be possible to connect to Hosts of version 6 using Viewer registered with a free license key or running in a trial mode. For more information on this please see this page.
In order to update your remote Hosts, please download the installation file for the latest version of Host on this page, run it on the remote Host machine and follow the steps provided by the wizard.

Hope that helps.

Hello everyone,

Thank you for your updates on the issue.

I've forwarded the Windows Event log information to our developers - hopefully this might help to speed up the issue resolution.

I'll keep you all updated on the issue.

Hello Matthew and John,

Meanwhile, it seems like we finally were able to reproduce the issue. We will continue testing it out in order to implement a fix in our future updates.

I'll let you know if there are any updates on this issue.