Conrad Sallian's community posts

Hello Everyone,

Our servers are up and running, there were no downtimes.  According to our monitoring data the last time there was a downtime (a few minutes for maintenance) was 15 days ago for one server.

Just in case we have restared our servers now. Please, let me know if the issue persists.

It could also be issues with a certain geographical segment of the Internet or a DNS resolution issue for certain users. Anyway, let's see if we can figure out what's going on.

o they even know it exists? They don't allow me to email them.

The problem you describe did exist some time ago, but it has long been gove. What version of Remote Utilities do you use?

Of course, you can send us an email ) You can always contact us at support@remoteutilities.com . As a paid license user you can also use tickets. The benefits of tickets is that there's everything in one place and different support techs can easily access the history for the ticket and pick up the conversation when needed.

Thanks.

Hello,

It was a network failure at the datacenter. Our engineers restored connectivity as soon as they could. Sorry for the inconvenience.

Hi Mitchell,

Thank you for your message.

The only log on the Host side is this one https://www.remoteutilities.com/support/docs/host-log/

Hope that helps.

Hello Karen,

The recover lost key webform, when used, will send all the license keys associated with your email, including the keys for previous versions if any.

Hope that helps.

Hello Asaf,

Also responded via the tickets. As of multiple RUT users - so far only two users from Australia are having this issue. We have even restarted our Australian servers to be sure that it's not some hind of hang or glitch. But as I mentioned in the ticket - there hasn't been a single downtime these days (well, for many days, to be honest).

Hello Asaf,

For testing/isolating the issue, could you do the following:

1. Back up your current address book.
2. Close Viewer and delete the address book from the %appdata%\Remote Utilities Files\ folders (connections_4.xml).
3. Start Viewer,  add a new connection to one of your Hosts and see if you can connect.

Hello,

Snowbound wrote:

Both the Host and the Viewer were downloaded from your website. all of these computers were connected via a wired connection to a 1GB switch back to my router. All of them were using the Internet ID since I am testing the software if it meets my needs to provide support to people elsewhere.

Yes, it might take up to a minute if you wait for the automatic online connectivity check in Viewer to trigger the next check (there is approximately a 30s - 60s) interval. However, if you manually click 'Refresh status' button on the Connection tab in Viewer this will override automatic check and show you the computers that are currently visible to Viewer (i.e. 'online').

Hi Keith,

UPDATE .. they have now reconnected, must have been a glitch in the Matrix ..

Good. Don't hesitate to send us a message if you need any help.

Hello Keith,

We did replace one of our severs recently, but it wasn't a server in Australia. Still, I recommend that you reset ('flush') the DNS resolver cache on your Viewer computer just in case.

In order to flush DNS please execute this command in Windows CMD:

ipconfig /flushdns

If that doesn't help try to reset it also on of the Host computers and test connectivity. If that doesn't help please let us know.

Thanks.

Hi Ajay,

Thank you for your message.

Instead of dragging the key try clicking on the drop area to open a standard "Open" dialog window and navigate to the key's location.

If you still have difficulty adding your key to your online account please let me know.