Remote Utilities Viewer for Mac andLinux has been released. Send us your feedback and report bugs in this discussion thread.

Viewer no longer working/connecting

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Chris Web, User (Posts: 8)

Sep 19, 2016 9:43:58 pm EDT

I'm on a windows 10 64bit with Anniversary update.  I used to have no problems connecting but now Viewer can't connect to any of my connections.  It works fine on my laptop and in a virtual machine on the desktop, but something in the OS or app is messing it up.  I uninstalled and tried the Beta, but no such luck.  I also uninstalled the antivirus and also disabled the firewall but that didn't work either.  Any ideas?

Conrad, Support (Posts: 2450)

Sep 20, 2016 4:58:08 am EDT

Hello Chris,

Thank you for your message.

Before you install the latest beta (beta 2) please try complete un-install first, i.e. that also includes wiping out RU files in %APP DATA% folder. The uninstallation process is described here

You can send us the file config_4.xml from that folder before you delete it. This is a Viewer configuration file, it doesn't contain any access data etc. We could peruse the file to see if it sheds any light on the issue. Feel free to send it to


Chris Web, User (Posts: 8)

Sep 20, 2016 10:12:52 am EDT

That still didn't work.  Will send the config file.

Conrad, Support (Posts: 2450)

Sep 20, 2016 6:06:30 pm EDT

Hi Chris,

Ok, thanks. We'll continue through email as remote assistance may be needed.

Kerry Fisher, User (Posts: 3)

Sep 21, 2016 9:32:00 am EDT

Chris quick question.  The connection failing is when you are trying to connect to a host from your viewer?  If that is the case and the other PC's are running Windows 10.  The problem is they have probably upgraded to the latest version and defaulted the host information.  If that is the case you need to connect a different way to each remote and get a new ID, fix the password,  and any network options you set originally.  If all the remotes are in AD then you can just push out an update with the email new ID to you.  I am running Windows 10 and had the same issue after each version upgrade.  Currently trying the beta of remote to see if it is fixed. But I just took my laptop back a to the last Windows version because it would freeze and reset my SATA drive controller.  Microsoft says it's a hardware issue but wasn't an issue until the version upgrade.  Funny I don't have the problem now back on the 1511 version.

Chris Web, User (Posts: 8)

Sep 21, 2016 9:41:23 am EDT

The hosts are Windows 2012 Servers.  The viewer works on other computers, just not mine, including my laptop on the latest windows 10.  

I believe something on my computer is either preventing the connection or interfering with it.

Kerry Fisher, User (Posts: 3)

Sep 21, 2016 10:02:05 am EDT

Why not use RDP to your servers?  I would suggest reverting to the prior version Windows 10 and see if the issue goes away.  You can always reinstall the update version.  My guess is the update corrupted the program.  Revert back install the matching viewer version and see if it works.  If so install the Win 10 update again maybe it will work this time.  Gotta love Microsoft! If it works will break it.

Conrad, Support (Posts: 2450)

Sep 21, 2016 11:35:00 am EDT

Hi Kerry,

Currently trying the beta of remote to see if it is fixed.

Yes, it is fixed. Starting the 6.5 beta the Host registry key now resides in the proper part of the Windows registry - the SOFTWARE key rather than the SYSTEM key.

For older versions we offer a solution here

Chris Web, User (Posts: 8)

Sep 21, 2016 12:18:13 pm EDT

It looks like Viewer is connecting but not showing the Authorization password screen, and then times out.

Conrad, Support (Posts: 2450)

Sep 21, 2016 3:08:03 pm EDT

Hello Chris,

You need to make sure your Host is running and connected to the intermediary server (a persistent blue dot on its icon).

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