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Viewer no longer working/connecting

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Chris Web, User (Posts: 8)

Sep 21, 2016 3:26:56 pm EDT

they are connected.  As I mentioned above, I can connect to them using other computers.

Conrad, Administrator (Posts: 1573)

Sep 21, 2016 6:59:42 pm EDT

How about a remote support session then? We could schedule one via email so that we can connect to your Viewer PC and try to connect from there to your Hosts.

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Chris Web, User (Posts: 8)

Sep 28, 2016 4:34:51 pm EDT

I reset the PC and it worked.  Then I installed a few programs and the latest windows update and it stopped working again!

Conrad, Administrator (Posts: 1573)

Sep 28, 2016 6:25:52 pm EDT

Chris,

Could you please do the following. I'm assuming that you have installed the latest beta version:

1. Fully exit the Viewer.

2. Access the %APP DATA% folder, "Remote Utilities Files" and cut the file config_4.xml . This is Viewer configuration file, it doesn't contain any personally identifiable or sensitive information. Please, send the file over to us (you can send it to support@remote-utilities.com).

3. Start the Viewer and try again.

4. If you can, please provide information about what Windows updates were installed. You can get this information in Windows Update settings.

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Chris Web, User (Posts: 8)

Sep 29, 2016 9:48:29 am EDT

Config file sent...
the update was
Cumulative Update for Windows 10 Version 1607 for x64-based Systems (KB3193494)

Conrad, Administrator (Posts: 1573)

Sep 29, 2016 5:42:22 pm EDT

Hi Chris,

Thank you. We'll take a look at the file.

After deleting the file and restarting the Viewer did it work?

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Chris Web, User (Posts: 8)

Sep 29, 2016 6:47:38 pm EDT

no

Conrad, Administrator (Posts: 1573)

Sep 30, 2016 6:46:07 am EDT

Hi Chris,

The file you sent to us looks ok, nothing suspicious. Perhaps, we need a remote session to figure out why you can't connect. If you agree, just let me know via email so that we can schedule it.

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