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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

Support level: Free or trial

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

Conrad, Support (Posts: 2934)

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.

Chris Web, User (Posts: 8)

Sep 28, 2016 4:34:51 pm EDT

Support level: Free or trial

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

Conrad, Support (Posts: 2934)

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.

Chris Web, User (Posts: 8)

Sep 29, 2016 9:48:29 am EDT

Support level: Free or trial

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

Conrad, Support (Posts: 2934)

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?

Chris Web, User (Posts: 8)

Sep 29, 2016 6:47:38 pm EDT

Support level: Free or trial

Conrad, Support (Posts: 2934)

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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