Community
Unable to update hosts
Links used in this discussion
Links used in this discussion
- https://www.remoteutilities.com/support/forums/forum1/2166-how-to-upgrade-to-version-7-if-i_m-a-free-license-user_
- https://www.remoteutilities.com/support/forums/forum1/2147-free-license_-notification-near-the-system-tray-and-other-changes
- https://www.remoteutilities.com/support/free.php
- https://www.remoteutilities.com/support/tickets/
- https://www.remoteutilities.com/download/
Jonathan Chadwick,
User (Posts: 3)
Feb 02, 2022 4:27:35 am EST
Support level: Free or trial
I'm in the position, as I'm sure a number of people are, where I am unable to connect to hosts due to any version under 7 not being allowed to connect through your server using the internet id. I was unaware that the lower version would be blocked by using this feature in the upcoming update. I know that I am using a free service but I have been dependent on RU over lockdown and was contemplating buying the full version due to the experience I've had with it. This is slightly putting me off though.
The hosts are showing as online but when you try to connect they go off. If I could update them then this wouldn't be an issue, especially remotely due to circumstances, but I am also unable to do this. If I right-click the host and select simple update the same thing occurs, it goes offline for a few seconds and then reverts back to online.
Your servers can obviously see the Hosts online. If you stipulate it has to be on a higher version then I'm OK with that, but please give me the option to update remotely. I'm at a complete loss what to do now. If I have to go down the line of uninstall\reinstall\generate id password protect on each individual host due to this update then I will just go down another route as I don't want to experience this again.
If you could please advise.
The hosts are showing as online but when you try to connect they go off. If I could update them then this wouldn't be an issue, especially remotely due to circumstances, but I am also unable to do this. If I right-click the host and select simple update the same thing occurs, it goes offline for a few seconds and then reverts back to online.
Your servers can obviously see the Hosts online. If you stipulate it has to be on a higher version then I'm OK with that, but please give me the option to update remotely. I'm at a complete loss what to do now. If I have to go down the line of uninstall\reinstall\generate id password protect on each individual host due to this update then I will just go down another route as I don't want to experience this again.
If you could please advise.
Nasser Hussain,
User (Posts: 3)
Feb 02, 2022 6:48:32 am EST
Support level: Pro
Been having the same issue, your not alone.
Been really painful.
Been really painful.
Jonathan Chadwick,
User (Posts: 3)
Feb 02, 2022 7:40:03 am EST
Support level: Free or trial
I am getting around it....to some degree. It's still painful, but I was at a point where I thought I was going to have to ditch the software, which I really didn't want to do.
I talk the user through getting their ip address and direct connect to their machine. Thankfully, they are either in the office or on the vpn, so I can then direct connect instead of using the internet id. It will then allow me to do the simple update as described above, or at least it has done on the handful I have tried so far.
It's still not ideal, the servers are obviously seeing the machines online, it would have been immensely helpful to allow the simple update to still function. If anybody else is struggling however then I hope this helps. Cheers.
I talk the user through getting their ip address and direct connect to their machine. Thankfully, they are either in the office or on the vpn, so I can then direct connect instead of using the internet id. It will then allow me to do the simple update as described above, or at least it has done on the handful I have tried so far.
It's still not ideal, the servers are obviously seeing the machines online, it would have been immensely helpful to allow the simple update to still function. If anybody else is struggling however then I hope this helps. Cheers.
Pauline,
Support (Posts: 2863)
Feb 02, 2022 4:09:35 pm EST
Hello Jonathan and Nasser,
Thank you for your messages.
Jonathan, please refer to this page and follow the guide on upgrading your Remote Utilities to version 7, so that you can continue using it with the free license.
Nasser, please note that our recent changes regarding Internet-ID for version 6 are only applied to free license users. Since you have a commercial license, this change does not affect you regardless of the version of Remote Utilities you use. For more information please see this page.
If you can't connect to your remote Hosts since yesterday, please make sure that your Viewer is registered with your commercial license as described here.
In case if your Viewer is registered or if the issue occurred earlier, please feel free to submit a ticket, so that we're able to help you to resolve the issue.
Hope that helps.
Thank you for your messages.
Jonathan, please refer to this page and follow the guide on upgrading your Remote Utilities to version 7, so that you can continue using it with the free license.
Nasser, please note that our recent changes regarding Internet-ID for version 6 are only applied to free license users. Since you have a commercial license, this change does not affect you regardless of the version of Remote Utilities you use. For more information please see this page.
If you can't connect to your remote Hosts since yesterday, please make sure that your Viewer is registered with your commercial license as described here.
In case if your Viewer is registered or if the issue occurred earlier, please feel free to submit a ticket, so that we're able to help you to resolve the issue.
Hope that helps.
Jonathan Chadwick,
User (Posts: 3)
Feb 03, 2022 4:34:57 am EST
Support level: Free or trial
Pauline, thank you so much. I am now able to update all my hosts. You have saved me a whole heap of work.
I have just requested to purchase the software. Not only because I've always found it a great piece of software but because of your response and the way it has got me out of a tight spot.
Much appreciated.
I have just requested to purchase the software. Not only because I've always found it a great piece of software but because of your response and the way it has got me out of a tight spot.
Much appreciated.
Pauline,
Support (Posts: 2863)
Feb 03, 2022 1:02:02 pm EST
Hello Jonathan,
I'm glad to hear I was able to help!
Please feel free to post another message if you have more questions or need our further assistance.
Thank you.
I'm glad to hear I was able to help!
Please feel free to post another message if you have more questions or need our further assistance.
Thank you.
Jim Buhl,
User (Posts: 1)
Apr 01, 2022 4:45:15 pm EDT
Support level: Free or trial
Pauline,
My employee uses Remote Utilities (free version) to connect to our office computers. She has tried to update 3 hosts after the deadline (which she wasn't aware of). She was able to update the viewer. She has not been able to update the hosts. When she tried to follow the instructions you listed above, she got the temporary license key and it tells her that she already has a license key, but it is not the one that will work to update the hosts...
Please help!
My employee uses Remote Utilities (free version) to connect to our office computers. She has tried to update 3 hosts after the deadline (which she wasn't aware of). She was able to update the viewer. She has not been able to update the hosts. When she tried to follow the instructions you listed above, she got the temporary license key and it tells her that she already has a license key, but it is not the one that will work to update the hosts...
Please help!
Pauline,
Support (Posts: 2863)
Apr 01, 2022 5:04:48 pm EDT
Hello Jim,
Thank you for your message.
Unfortunately, the temporary license key we've provided earlier is not valid anymore and, therefore, it's not possible to update the outdated Hosts remotely.
In this case, please try updating your remote Hosts manually by downloading the installation file for the latest version 7.1.2.0 on this page, running it manually on the target remote machines and following the steps provided by the installation wizard. This way, the remote Hosts will be updated to the latest version and their settings will be automatically carried over to the newer installation.
Hope that helps.
Thank you for your message.
Unfortunately, the temporary license key we've provided earlier is not valid anymore and, therefore, it's not possible to update the outdated Hosts remotely.
In this case, please try updating your remote Hosts manually by downloading the installation file for the latest version 7.1.2.0 on this page, running it manually on the target remote machines and following the steps provided by the installation wizard. This way, the remote Hosts will be updated to the latest version and their settings will be automatically carried over to the newer installation.
Hope that helps.
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