Pauline's community posts

Hello Annette,

Thank you for your message.

Please try using this Microsoft tool that can help you to automatically fix issues when you can’t update or uninstall a program. Simply download the tool and follow the steps provided by the wizard - you should be able to install the latest version then.

Let us know if this helps or if the issue persists.

Hello Jorge,

Thank you for your message.

Could you please confirm if you’re using our public servers to connect to your remote Hosts? If this is the case, please note that Internet-ID connection via our public servers requires at least one of the outbound TCP ports 5655 or 443 to be opened. For more information on the ports please see this page.
In case if you’re using your self-hosted RU Server, please make sure that the server’s DNS name is specified correctly in both Host and Viewer settings as lined out in this guide.

Looking forward to your reply.

Hello Cory,

Thank you for your message.

Have you already tried updating your remote Hosts using our Remote Install Tool - this should help you to update the Hosts that were not updated using the Simple update feature.

Hope that helps.

Hello Cory,

Thank you for your message.

Unfortunately, for now the mobile Viewer doesn’t support the address book synchronization feature. However, we do have this feature along with a mobile Viewer revamp in our roadmap, so we’ll do our best to make this functionality available as soon as possible.

Let us know if you have more questions.

Hello J.R.,

Thank you for your message.

There was some brief maintenance work in the datacenter. The service should work now, please check and let us know if the issue persists.

Hope that helps.

Hello Konrad,

Thank you for your message.

We definitely have the RU Server for Linux/Mac on our roadmap, so it will be definitely coming out in the future. Unfortunately, we cannot provide any specific ETA on this, especially since our priority at the moment is to release stable versions of Host, Agent and Viewer for Mac/Linux OSs.

Thanks for your understanding and let us know if you have more questions.

Hi Patrick,

We’re glad to hear it’s working for you now! Please feel free to reach out to us if you have any questions.

Thank you!

Hello Kiran,

Thank you for your message.

Sometimes issues like that can be caused by the antivirus software mistakenly blocking the update. Please try adding your Host installation folders to the exception list as described in this guide and see if you’re able to install update after that.
In addition, if the Simple update is still not working, you can try updating your remote Hosts via our Remote Install Tool.
We also encourage you to submit a false positive report to your a/v vendor as well.

Let us know if you have any questions.

Hello Dax,

Thank you for your message.

Could you please let us know what OSs are used on both local and remote machines? If possible, please also provide the build of each OS - we will try to reproduce the issue in our environment.

Looking forward to your reply.

Hello Patrick,

Thanks for the clarification.

I will forward the issue to our development team to see if they can provide any input on this.

I’ll get back to you with an update on this shortly.