Pauline's community posts

Hello David,

Thank you for your message.

We've already checked the log files you've provided over the email. Am I right in assuming that you're located in Australia? If this is the case then could you please let us know what is the ISP that is used in networks where the issue occurs (especially where the Viewer machine is located)?

In addition, please try switching your Viewer machine to another network (i.e. connecting it to the Internet using another ISP or even the mobile internet) and see if you're able to connect to your Hosts or see them online this way? This will help to isolate the issue more in order to understand if it might be occurring on the ISP's side or somewhere else.

Looking forward to your reply.

Hello Ivan,

Thank you for your message.

You can simply use the Address Book Manager and specify the path to your address book XML file as described here. Viewer for Windows and Viewer for Mac/Linux use the same address book format, so once you have your address book exported from the Windows Viewer you can easily import it to the Mac Viewer.
Here's a quick guide on how to export your address book in Viewer for Windows.

Hope that helps.

Hello Horst,

Thank you for your message.

Please double-check if you have the Hide tray icon menu feature enabled in the Host Settings -> Interface tab. This feature disables the Host menu when right-clicking the Host icon in the system tray. In case if the feature was enabled (this can be the case for multiple Hosts if they were installed via a custom installer), please try disabling it and restarting the Host in order to apply the changes.

Hope that helps.

Hello,

Could you please clarify if you mean the "delay" after you remotely reboot your Host machine after it starts up and gets to the Windows logon screen and the time when your Viewer actually reconnects to this Host, i.e. when you're able to see the same Windows logon screen in your Viewer? If this is the case, then the delay is completely normal as this is simply the time that it takes the host service to startup after the machine was rebooted, so when the Host Strats running and connects to the server, then your Viewer is able to reconnect to the remote Host as well.

I also noticed that if this computer is remotely powered off the Viewer will show the status of the computer as being Logged Into even though that computer has been powered off for minutes.

Could you please check if you have the Automatic logon feature enabled for this remote Host in the Connection Properties window -> Security tab?

Hope that helps.

Hello Victor,

I'm glad to hear it works for you now! However, please note that the Host's resolution cannot be changed by Remote Utilities - this can only be done directly in the Host machine's settings (i.e. not the Host settings). As for the content of the window not fitting the screen - please try switching the windows' view to Stretch view mode which will stretch or shrink the remote screen image to fit into the Full Control window. This can be done via the Toolbar's Additional Commands menu or by setting the view mode to Stretch in the Connection Properties window -> Mode tab.

But now I can not upload or drag the licence key to the key storage window in the version 6 viewer. The drag option seems to be changed to edit mode. Any idea how I can upload the key .

Please note that license keys for version 7 of Remote Utilities (i.e. the *rlicense file) are not compatible with version 6 or older of Remote Utilities and vice versa. This means that you can only register version 6 of Remote Utilities if you have had a previous license key before (the keys for version 6 are stored in the *txt file format) as it cannot be registered with a new key for version 7.

In case if you previously had a license key for version 6 but cannot locate it, please try using this Recover Lost Key form - this form will automatically generate and send you an email with all license key that are associated with your specified email address. In case if you've never had a license key for version 6 of Remote Utilities then, unfortunately, it cannot be obtained anymore as we do not distribute license key for the previous versions. Sorry for the inconvenience.

Hope that helps.

Hello everyone,

Thank you for your patience.

Thank you for the provided logs. The log entries display that Hosts/Agent cannot connect to our intermediary servers on both ports 5655 and 443. Since all of the cases seem to be related to the same ISP, could you please try contacting the TPG/iiNet and submitting a ticket and asking them to investigate the issue regarding our RU servers being blocked?

We could try contacting them ourselves but, unfortunately they most likely won't react since we are not their customers. So the best way to go would be if you send a ticket to the TPG/iiNet ISPs and describe the issue since if they see multiple reports from their own customers then they will most likely react and investigate the issue promptly.
Once they respond, you could get their direct contact information or redirect them to us by providing them with our contact information such as our direct support email [email protected]. We could then try to resolve the issue directly with them.

Please let us know if you hear anything back from the TPG/iiNet providers.

Hello,

Thank you for your message.

In case if your Viewer and Host are located in the same LAN then the program used automatically detected direct route and connects using Direct connection. There are a number of factors that can affect this kind of delay. First please make sure that your both Host and Viewer are updated to the most recent version 7.0.2.0 and that there's no version mismatch which also might be causing the delay. The latest version is available for download on this page or via the Self-Update feature.

In addition please try referring to this troubleshooting guide and see if any of the solutions listed there help to resolve the delay issue.

Hope that helps.

Hello Victor,

Please note that in this case you should be able to change the Host's Settings remotely via the Remote Settings feature. Simply log in to the remote connection, then right-click on the connection in the address book and select Remote Settings as described here. In this case after applying the changes Host will be restarted automatically and then you should be able to reconnect to the remote Host.

Hope that helps.

Hello Colin,

Thank you for your message.

Our servers are running with 100% uptime recently and we haven't had any downtime or other issues with our servers - our servers are up and running as well as being constantly monitored. The grey Host icon (as well as the Offline and Connection not available statuses) means that the Host cannot connect to our Internet-ID servers - perhaps, our servers might be mistakenly blocked by some firewall/antivirus activity or the required ports are blocked or being used by some other software.

Before we can proceed with further troubleshooting please refer to this Internet-ID troubleshooting guide and see if any of the solutions listed there help to resolve the issue.
In addition, please double-check if the outbound TCP ports 5655 and 443 are not blocked on the Host machine. For more information on the ports used by Remote Utilities please see this page.

Please let us know if the issue persists.

Hello Victor,

Thank you for your message.

Please try enabling the Use legacy capture mode feature in the Host Settings -> Other tab and see if this helps to resolve the issue. After enabling the feature please make sure to restart your Host in order for the changed to be applied.

Hope that helps.