Pauline's community posts

Hello Graham,

Thank you for the update on the issue.

Yes, it seems like the Netweeper web filtering service is blocking access to one of our primary servers by mistake. Could you please submit a false positive report to them and ask them to stop blocking access to our servers as their customer? Just in case, they can also add the DNS name id.remoteutilities.com to their allow list.

Please let us know if there are any updates on this or if you have more questions.

Hello John,

Thank you for your message.

Yes, unfortunately, this was a known issue (perhaps, some kind of a temporary glitch). However, our webmasters have already fixed it, so it shouldn't occur anymore.

Please let us know if you have more questions.

Hello George,

Could you please clarify if your RU Server is upgraded to the latest version 3.2.1.0? If no, please try upgrading your RU Server installation and see if this helps to resolve the issue. The latest version of the RU Server is available for download on this page.
In addition, please make sure that your Viewers and Hosts are upgraded to the latest version 7.1.2.0 as well. You can upgrade them via the Simple Update feature.

In case if you use our public servers and not the self-hosted RU Server, please send us the full log files from at least one Host and one Viewer machines. Here's how to obtain the logs:
1. Host logs.
2. Viewer logs.
You can send the log files to support@remoteutilities.com.

Hope that helps.

Hello Pribadi,

Thank you for your message.

Yes, the Host logs have been improved starting version 7 - Host log now displays the originating IP address of the Viewer, as well as the date and time when the remote session was started. You don't need to enable any additional settings as the log files already include this information by default - just make sure that you use Host and Viewer of the latest version (as of this writing it's 7.1.2.0).

In addition, please see our HIPAA compliant statement here as well as our Remote Access for Healthcare page here.  

Hope that helps.

Hello Deividas,

Thank you for the clarification.

In this case, could you please try upgrading your Host to the latest version 7.1.2.0 following this step-by-step guide and see if it's possible to connect after the upgrade? Pleas make sure to upgrade your Viewer as well, so that there's no version mismatch between Host and Viewer.

Hope that helps.

Hello Douglas,

Thank you for your patience.

I've checked on this with our developers and they have let me know that, unfortunately, the slow file transfer speed can be caused by many factors.
However, the File Transfer connection mode will be optimized and improved in our future updates, so that the file transfer speed will increase as well.

Hope that helps.

Hello Louise and Mark,

Thank you for updating us on the issue.

Could you please provide us the latest Host logs and Viewer log files for examination? You can send the log files to support@remoteutilities.com.

Looking forward to your reply.

Hello Alessandro,

Thank you for your message.

Of course, this notification banner will be translated into 20 languages in our next update.

Please let us know if you have more questions.

Hello James,

Thank you for your message.

This persistent notification appears if you're connected to a remote machine using Internet-ID connection from a Viewer registered with a Free license key or in a trial mode.
Please note that this notification banner cannot be removed. However, the notification is not displayed for Direct connection or for commercial license users.
For more information please also see this page.

In addition, please note that we will modify the connection banner, so that it can be visible on the Host's side only (i.e. you won't see it in your Viewer's connection window) and also we'll add the ability to pick the corner in which the notification will be shown. Hopefully, these improvements will be available in one of the next updates, however, we cannot provide any specific ETA on them yet.

Hope that helps.

Hello Deividas,

Thank you for your message.

Could you please let us know what version of RU Server do you use? Do you have both Host and Viewer upgraded to version 7.1.2.0?
In addition, please note that I've slightly modified your message - please do not publish the log files on the forum in the future as they might contain some personal information.

Looking forward to your reply.