Pauline's community posts

Hello Nijel,

Thank you for your message.

the connection switches to Direct and all of the Internet ID and server address data is somehow deleted from the address book.

Could you please elaborate a bit more on the issue? Namely, what exactly happens when connection switches to Direct? Do you mean that the Internet-ID code and custom Server information disappear from the Connection Properties window of a remote Host? Would it be possible for you to provide a few screenshots of the issue (you can blur/cover any sensitive information on the screenshots)?

Looking forward to your reply.

Hello Edmond,

Thank you for your message.

Could you please double-check the following:
1. Do you have the PIN code feature enabled in the RU Server's Configuration window -> Communication tab?
2. Does the user you use to sign in to the Server have the Active checkbox enabled in the user's settings on the Server side?
3. Do you have the Force custom server security checkbox enabled in the user's settings on the Server side?
4. In addition, please make sure that your RU Server is updated to the latest version 3.2.1.0 which is available for download on this page and is registered with the corresponding license key as described here.

Please let us know if the issue persists.

Hello Emily,

Thank you for your message.

This connection alert is persistent and cannot be removed. The notification was added for security reasons and is displayed for all trial and free license users when Internet-ID connection method is used. Also, as johnran mentioned, users with any commercial license don't see this notification.
However, the connection alert can be clicked through (for example, like the Windows activation message). The connection warning is also not displayed for Direct connections even for users with Free licenses or in trial mode.
Sorry if this makes our software less useful for you.

Please let us know if you have other questions.

Hello John,

Thank you for your message.

Please note that we always recommend to use Direct connection if possible, since it's always faster than Internet-ID connection. In addition, you can also establish Direct connection over the Internet if the remote Host machine is accessible via a static IP address or if it's possible to set up a port forwarding rule in the router settings on the Host side.
However, in case if you want to connect to a remote Host over the Internet then Internet-ID connection via the public server is the fastest and the most simple option. If you'd like to set up a self-hosted RU Server, then you can easily configure the server's relay role only by following this tutorial.

So for that I would feel OK to leave it as is, however, if you ever shut your system down for main't it would be good to have a server of my own available as a stand by :)

Of course, you can switch to using your self-hosted server or back to our public servers anytime. We constantly monitor our servers to make sure there's no downtime and they run as smoothly as possible. You can also see notifications about our server maintenance on our Twitter.

Please let us know if you have other questions. We're happy to help.

Hello John,

Thank you for your message.

This connection alert is persistent and cannot be removed. The notification was added for security reasons and is displayed for all trial and free license users when Internet-ID connection method is used.
However, the connection alert can be clicked through (for example, like Windows activation message). The connection warning is also not displayed for Direct connections even for users with Free licenses or in trial mode.

I wanted to see what the difference was between the "Remote Installation" and using the Agent instead, and when I use the agent, that banner does not show.

Please note that Agent is a no-install module used for spontaneous remote sessions - Agent does not require installation and can be run by a standard Windows user (i.e. without admin privileges). In addition, please note that Agent's window is persistent as well (i.e. it's displayed on the desktop and not just as an icon in the system tray) - the session is active only as long as Agent is running (if you close Agent's window the session is terminated immediately).

Hope that helps.

Hello Dax,

Of course, I will forward this to our developers once again and will ask for their input on this issue.

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

Hello John,

Thank you for the clarification.

In this case could you please provide us the Host log and the Viewer log files for the examination?
You can send the log files to support@remoteutilities.com. Please don't publish the log files on the forum since they might contain some personal information.

Looking forward to your reply.

Hello Peter,

Thank you for the confirmation.

We will try to reproduce the issue in our environment to see if we can reproduce it and implement a fix for the issue.

I'll keep you updated on this.

Hello,

Thank you for your feedback.

Unfortunately, for now we don't have any plans on implementing such fixes. However, we will release RU Server for Linux in the future (hopefully, some time soon after Host/Agent for Mac/Linux release). We also plan to improve our mobile Viewer app so that it would be more convenient to use.

Please let us know if you have other questions.

Hello John,

Thank you for your message.

Could you please double-check if you've specified the custom server's address on both sides of the connection as described here? In addition, please make sure that the server's DNS name resolves to the IP address properly on all sides of the connection (Host, Viewer and RU Server machines) - if needed, please also try flushing the DNS cache.
Also please try referring to this Internet-ID connection troubleshooting guide and see if any of the solutions listed there help to resolve the issue.

Hope that helps.