Pauline's community posts

Hello Peter,

Thank you for your message.

Could you please clarify if you've sent the files to support@remoteutilities.com? Unfortunately, we don't seem to have received an email from you. In this case, could you please try sending it once again (you don't have to include the files from all 7 machines, at least 3-4 should be already enough)?

Looking forward to your reply.

Hello Jessada,

Thank you for your message.

Unfortunately, the "Ask user permission" feature doesn't allow to identify the remote user yet. However, I'll forward this feature suggestion to our development department for a review to see if we can add it in our future updates.
Meanwhile, please note that you can set up some additional security features, such as Remote Utilities security authentication method that allows to enable the "Ask user permission" feature only for some of the users. For more information on how to set it up, please see this page.

Hope that helps.

Hello Peter,

In this case, could you please send us the contents of these events, so that I could forward it to our developers and ask for their input on the issue?

Looking forward to your reply.

Hello,

Thank you for your message.

I've checked with our developers on this just in case if there are any updates on the ETA for the address book for mobile Viewer.
Unfortunately, we still cannot provide any approximate ETA for it. Of course, we will do our best to provide this feature, and the improved mobile Viewer app in general, as soon as we can, but currently our biggest priority is Host/Agent for Mac/Linux. I apologize for the inconvenience.

Please let us know if you have other questions.

Hello Anthony,

Thank you for the clarification.

Yes, in this case it would be very helpful if you could provide us the log files for the examination, including the Host logs as well. Please feel free to send the logs to support@remoteutilities.com or you can also open a ticket in the Ticket System and submit the logs there.
In addition, you can also check the solutions listed in this troubleshooting guide and see if some of them might help to resolve the issue.

Hope that helps.

Hello John,

Unfortunately, I'm not sure about what specific event we should look for in the Windows Event log - I'd forward this type of logs to our developers, so that they can check if there's something that might be causing the issue.

Hope that helps.

Hello Mike,

Thank you for your message.

Could you please double-check if you can locate the Help menu option on the Menu bar located at the very top of your desktop? You should be able to find the Help menu there which can invoke the License key storage.
In case if the Help menu does not display in the Menu bar, then could you please send us a screenshot, so that your Viewer is visible along with the Menu bar (please make sure to hide/blur any sensitive information).

Hope that helps.

Hello Bruce,

Thank you for your message.

Please note that the Internet-ID connection feature via our public servers was discontinued for version 6 of Remote Utilities registered with the free license or in a trial mode.
In order to continue using Remote Utilities please update your installation to the latest version 7.1.2.0. In order to do so, please update your Viewer first by following this guide. Then please download the installation file for Host of the latest version on this page, run it on the remote Host machine and follow the steps provided by the installation wizard - this will automatically update Host and carry over the previous settings to the new installation.
Last but not least, please obtain a new license key using this form and register your Viewer as described here.
For more information on these changes please also refer to this page.

Hope that helps.

Hello Anthony,

Thank you for your message.

Could you please let us know if you have any antivirus/firewall software installed on your Server, Host or Viewer machines (i.e. except for the firewall at the Server's perimeter)? If this is the case, then the issue might be caused by the firewall/antivirus software activity. Please try adding Remote Utilities installation folders to the exception list as described here and see if this helps to resolve the issue.

In case if adding RU installation folders to the exceptions didn't help and the issue persists, please feel free to send us the log files for examination. Here's how you can locate Host logs, RU Server logs and Viewer logs as well. You can send the log files to suport@remoteutilities.com.

Hope that helps.

Hello John and Peter,

Thank you for your messages.

Unfortunately, we couldn't reproduce the issue with the Host being affected by the Windows update, so, perhaps, something else might be causing the issue. However, we'll keep an eye on this issue and will be monitoring it closely in case if it re-occurs or can be reproduced by more users.

In case if the issue persists or re-occurs, please feel free to send us the Windows System Event log for examination. You can obtain the Event Log by following this guide and send it to support@remoteutilities.com.
In addition, in case if you have some antivirus/firewall software installed on the machines where the issue occurs (like John have mentioned), then their activity might be causing or contributing to the issue.

Please let us know if you have more questions.