Pauline's community posts

Hello Peter,

Thank you for your message.

Could you please try the solutions listed in this troubleshooting KB guide as well as in this one and see if any of them help to resolve the issue.

Please let us know if any of the solutions helped or if the issue persists.

Hello,

Thank you for your message.

This issue might be occurring if the Viewer's configuration file or some other files were somehow damaged/corrupted (perhaps, by some antivirus/firewall software activity).
Could you please try the solutions listed on this Knowledge Base page and see if any of them help to resolve the issue?

Please let us know if the issue persists.

Hello Brett,

Thank you for your message.

It seems like the TalkTalk ISP is mistakenly blocking the access to our website and our servers as well for some reason. Please consider contacting the TalkTalk ISP support team and asking them to stop blocking access to Remote Utilities as their customer, since they're more likely to assist their own customer in such scenario (since the issue would come from their own customer who's affected by this block).

Please let us know if you have more questions.

Hello Fred,

Thank you for your message.

Ideally, the notification should have a "remove" option on each connection by the Host User, but protected fr om removal by the Remote Viewer so hidden sessions are not possible.

Unfortunately, we do not plan to add this option for this specific notification banner due to security concerns. We're sorry if this makes our software less useful for you.

Please note that in the future updates it's going to be possible to select a preferred corner of the screen wh ere a user wants to display the notification banner. Unfortunately, there's no specific ETA on this yet.

Hope that helps.

Hello Philip,

Thank you for your message.

Please note that the Internet-ID connection for version 6 of Remote Utilities registered with the free license or running in a trial mode was discontinued. For more information on these changes please see this page.

In order to resolve this issue, please upgrade your Remote Utilities installation to the latest version 7.1.2.0 as described here. After upgrading your both Host and Viewer to the latest version, you should be able to connect using Internet-ID connection.

Hope that helps.

Hello Deden,

Could you please confirm if you were able to figure out the issue and it works for you now?

Please feel free to let us know if you mean something else or if you need our further assistance.

Hello John,

Thank you for your message.

Could you please double-check if your Viewer of version 6 is registered with your commercial license key? It seems like the issue is actually behavior of a Viewer for version 6 registered with a free license key or running in a trial mode, as these two, unfortunately, will not be able to connect to our servers when using version 6 anymore.
Please double-check if you have the correct license key added to your Viewer on the Help tab -> License Key Storage as described here.

Hope that helps.

Hello Anthony,

Thank you for your message.

I will forward your question to our development department for a review as well to see what would be the best way to implement this option for multi-monitor configurations.

Please let us know if you have other questions.

Hello John,

Thank you for your message.

Have it be *over* other windows, but *under* pop-up notifications? That seems the ideal layer, if possible.

Thank you for your suggestions. I will forward this suggestion to our developers for a review to see if it's possible to implement it.

manually position it fr om the viewer (and maybe host)? Sort of like the notification banner of old.

Unfortunately, it won't be possible to manually reposition the notification banner - only choose the corner of the screen wh ere you prefer the banner to be displayed.

can a user who is local to the remote host (the "remote user," with physical access, keyboard and mouse plugged into the remote host, physically in front of it) click on the notification to dismiss it? It would seem to have served its alert purpose at that point. (Altho, perhaps not its "nag-to-upgrade" purpose which I understand.)

Unfortunately, this will not be possible as well due to security reasons. However, hopefully, it will be possible to hide the notification banner on the Viewer's side - i.e. it will be displayed on the remote Host machine, but you will not see it in your Viewer.

Hope that helps.

Hello,

Thank you for your message.

Could you please clarify if you have already manually upgraded the remote Host to the latest version 7.1.2.0 as well? Please note that unfortunately, you will not be able to connect to a remote Host of version 6 from a Viewer of the latest version registered with a free license key.
In case if your remote Host is not upgraded to the latest version yet, please upgrade it manually by downloading the Host installer from this page. Then run the Host installer on a remote machine and follow the steps provided by the installation wizard. Your Host will be automatically updated and the settings from your previous installation will be carried over automatically.

Hope that helps.