Pauline's community posts

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.

Hello Alan,

Thank you for your message.

Perhaps, the issue might be caused by the address book file being somehow damaged/corrupted (it might be some firewall/antivirus software activity). Please try manually exporting your General address book as described here and then deleting the connections_4.xml file from the C:\Users\user_name\AppData\Roaming\Remote Utilities Files\ folder - this will reset your current default address book and create a new file for it. Then please try restoring your address book from the created backup as described in this guide and see if the issue persists.

Hope that helps.

Hello Rich,

Thank you for your message.

I'm glad to hear you've figured out the issue and it works for you now! When using the self-hosted RU Server for Internet-ID connections please make sure to specify the server's address on both sides of the connection as described here.

Please let us know if you have other questions.

Hello Dax,

I've additionally checked on this with our developers and they have let me know that the installation/updating process is not attached to some specific installation directory (i.e. the default one) - this issue might be caused, for example, by some Windows Defender activity. In addition, please note that starting Windows 8, it's recommended to install software  to the "Program Files" directory since this is considered to be a special directory that allows some actions that might be blocked in other folders by the system.

Please make sure that your installation folder is located within the Program Files directory and then try updating to the latest version 7.1.2.0 which is available for download on this page or via the self-update feature and see if the issue with the custom installation directory persists.

Hope that helps.

Hello,

Thank you for your patience.

I've just checked on this with our developers - unfortunately, the latest update for RU Server does not include such fixes since the issue can only be fixed by installing the Desktop Experience (GUI). Sorry for the inconvenience.

Please let us know if you have other questions.

Hello Jack,

Thank you for your message.

I watched a video that shows a License Tab just after the "LOG" tab on the Remote Server Configuration which my version does not have.

Please note that the RU Server's registration is required starting version 3.1 of RU Server, so the License tab was only added to the Server's Configuration window in version 3.1. For more information please see our Release Notes.

No where on RU website or documentation can I find a reference as to how to get a RU Server license. This upgrade post is as close as I have been able to come to it. So how do I get this server license? I would like to have it before trying the upgrade.

You don't need to get a separate license key for the RU Server since it's registered with the same license key as your Viewer - you can simply add the same key.rlicense file that was used for registering Viewer on the Server's Configuration window -> License tab. Here's also a guide on registering RU Server just in case.

Hope that helps.

Hello Peter,

Thank you for updating us on this.

Could you please let us know if you have both Host and Viewer updated to the latest version 7.1.2.0? Please make sure that there's no version mismatch between Host and Viewer as it might lead to performance issues or even some features not working.

Looking forward to your reply.

Hello Peter,

Thank you for your message.

Currently we hope that to release Host/Agent for Mac and Linux OSs within the first half of this year. However, please note that this ETA is only approximate since Host/Agent for Mac/Linux are still in development.
We'll do our best to make Host/Agent for Mac/Linux available for our users as soon as possible as it is among our highest priorities.

Hope that helps.

Hello Dave,

We're sorry to see you go. Please note that the notification banner's purpose is to only increase the user's awareness that someone is connecting to their computer. The banner is also not displayed for Direct connections or for commercial license users.
You can also see other security enhancements we've implemented in the most recent updates on our Release Notes page.

Hope that helps.

Hello Dax,

Thank you for your message.

Unfortunately, we couldn't reproduce the issue - when updating Host installed in a custom directory, everything works as expected, including the Host service's restart. Perhaps, something else might have caused the issue. Could you please provide us with the following information in order to further troubleshoot the issue:
1. Windows System Events Log.
2. Host settings registry key.
3. Host log files.
4. Host installation log. You can find it in the following folder: C:\ProgramData\Remote Utilities\install.log.
You can send the files to support@remoteutilities.com.

I did a search for rutview.exe and found it had been installed into the default location, not the original location I had specified at time of original installation.

I will make sure to forward this to our developers and ask them to take a look at the issue, so that we can fix it in the upcoming updates. Thank you for bringing this to our attention.

Looking forward to your reply.