Pauline's community posts

Hello Neel,

Thank you for your message.

Unfortunately, the auto-mapping feature for multi-monitor configuration hasn't  been implemented yet. You can find the list of all features added in the latest updates in the Release Notes section. As soon as the feature is available in one of the future updates, we will make sure to provide a relevant guide on how to use it in our Documentation section.
Unfortunately, we cannot provide any specific ETA on this feature yet. Sorry if this makes our software less useful for you.

Please let us know if you have other questions.

Hello Victor,

Thank you for your message.

Of course, we do plan to implement more features for the mobile Viewer, for example a full-fledged address book, and significantly improve its interface as well. Unfortunately, we cannot provide any specific ETA on these updates yet. However, we'll do our best to make them available as soon as possible.

Hope that helps.

Hello Thomas,

Thank you for your patience.

I've checked on the issue with my coworkers and this is indeed a false positive. The fact that our legitimate software might be used by rogue users with illegitimate/malicious intentions and, therefore, connect through our servers. However, this does not affect our servers security even in the slightest way as the servers only relay encrypted data back and forth. This also does not affect other users who are connecting to their remote Host machines via the same servers and their security.
Here's also a SpamHouse report that shows that this IP address has no issues.

In addition please note that Remote Utilities is legitimate software for remote access and remote support. Any illegitimate/malicious use of the software (including its modification, reverse engineering, "cracking" etc.) is prohibited by our EULA. Besides, in many countries, such use of computer technology is a criminal offense punishable by law.
Last but not least, illegitimate/malicious usage is pretty common with other competitive remote access software as well, even the most popular ones. Here's also a related Wikipedia page that might provide some helpful information as well.

Hope that helps.

Hello Thomas,

Thank you for bringing this to our attention.

This might have been a false positive, however, I'll immediately forward this our developers and will ask them to look into this. We will also contact the InterServer hosting and ask for their input on this. Sorry for the inconvenience.

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

Hello Thomas,

Thank you for your message.

Yes, 64.20.61.146 is an IP address of one of our servers located in the USA.

Please let us know if you have more questions.

Hello Victor,

Thank you for your message.

Please note that we've replied to your email where you've provided the log files in order to avoid duplication.

Looking forward to your reply.

Hello Andy,

Thank you for your message.

We're glad to hear that you've figured out the issue and it works for you now! However, in case if you might encounter similar issues in the future, here's some additional information that might be useful:
The error entries EIdSocketError". Message: "Socket Error # 11001 Host not found. generally mean that the remote Host machine is unavailable for some reason. Here's a related troubleshooting guide. In addition, here's one more troubleshooting guide that lists the most common factors causing connectivity issues when using Internet-ID connection.

I can provide the old settings folder for analysis if you guy are interested

Of course, this might be very helpful! Please feel free to send us the old configuration file to [email protected], so I can forward it to our developers for examination.

Please let us know if you have more questions.

Hello Dave,

Thank you for the clarification.

Yes, it's possible to set up any role for RU Server as a single role, so you can definitely set up the Address book sync only and still connect to your remote Hosts via our public servers. i.e. setting up the relay server role is not required for the sync role to work. Here's a related guide on setting up the address book sync role for the RU Server.

Hope that helps.

Hello Dave,

Thank you for your message.

Do you mean that you want to connect to your remote Host via Direct connection without adding them to your address book in case if they are stored on our servers? If this is the case, unfortunately, we do not store the remote connections credentials on our servers, i.e. each remote Host that you want to connect to needs to be added to your address book as a connection entry as described here. Sorry if this makes our software less useful for you.

Hope that helps.

Hello Karen,

Thank you for the clarification.

Unfortunately, we no longer sell/distribute version 6.10 license after version 7 release. Sorry for that.
However, please note that it's still possible to connect from Viewer version 7 to both Host/Agent version 6 and 7 and vice versa as we understand that not every user might be able to update their installation right away, so we try to maintain as much backwards compatibility as possible.

In addition, please note that you can also update Host on the Windows XP machine remotely via the Self-Update feature - this will update your remote Host to the latest version (you only need to log on to the remote Host) and then restart it automatically, so you'd be able to connect right away and transfer the files without downgrading your Viewer.

Hope that helps.