Pauline's community posts

Hello David,

Thank you for your message.

Unfortunately, we do not plan to add a web browser support for Remote Utilities in the nearest future. Remote Utilities is a standalone software and in cases when the installation in not possible, you can easily run our no-install portable modules instead, such as Agent and Portable Viewer. The no-install modules can be stored on a usb-drive or other portable storage device and can be downloaded from our website here.
However, it's still possible that in the future we might add the web browser support as well. Unfortunately, there's no specific ETA on this yet. Sorry if this makes our software less useful for you.

Hope that helps.

Hello,

Thank you for your patience.

I've checked on this request with our developers and even though unfortunately we do not have the freeBSD support planned in the nearest plans, we will do our best to add it in the future. An approximate timeline for the freeBSD support might be after the final stable releases of Viewer and Host for Mac/Linux are available, but unfortunately we cannot provide any specific ETA on this yet.

Please let us know if you have other questions.

Hello Sven,

Thank you for your message.

Yes, you are absolutely correct - unfortunately, the free license keys are not upgradable. Therefore, you simply need to generate a new license key using this form.

Please let us know if you have more questions.

Hello,

Thank you for your message.

I'll forward your suggestion to our development department and will ask them if it's be possible to add support for the freeBSD OS in our future updates.

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

Hello Horst,

Thank you for the clarification.

Perhaps, the issue might be caused by the Host settings or some other file in the installation folder being somehow damaged by some antivirus/firewall software activity. You can try completely uninstalling the Host completely along with cleaning up all the remaining traces of the program as described in this guide. After uninstalling Host please restart the remote machine and then try installing Host once again. This time after installing Host please also make sure to add its installation folder C:\Program Files (x86)\Remote Utilities - Host\* to the antivirus/firewall software exception list if you have any installed. Here's a guide on this that might be helpful.

Please let us know if the issue persists.

Hello,

Thank you for your message.

Unfortunately, the File Transfer connection mode is not supported in mobile Viewer yet. As of this writing only Viewer for Windows supports the File Transfer mode and as for Viewer for Mac/Linux and mobile Viewer as well - the File Transfer mode is definitely is in our roadmap and we will implement it in the future updates. Sorry if this makes our software less useful for you.

Please let us know if you have other questions.

Hello,

Thank you for the clarification.

I'll forward the delay-related questions to our developers and will ask for their input on this in case if such delays might be expected behavior or if there are some factors that might affect this.

With RU that is two different applications where as with the other software its one application that remote person has to be stepped through.

Yes with Remote Utilities the remote user have to install Host or at least run the no-install Agent module in order for the remote tech to connect to the remote machine. However, you can also pre-configure a custom Host installer with your own preset of enabled features. This can be a standard installation package, a One-click package that only requires the remote user to run it and then installs Host automatically or even a custom Agent.

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

Hello David,

I'm glad to hear it works for you now!

We believe that the issue was definitely caused by something on the ISP's side (most likely they were  temporarily blocking access to our servers by mistake) since we've had other users who had reported similar issues with the same ISP as well. A couple of those users reported about the issue to the TPG/iiNet and they've restored the access to our servers. You can learn more about the issue in this Community thread.

Please feel free to let us know if you have more questions.

Hello everyone,

We're glad to hear that submitting tickets to the TPG helped and they've resolved the issue on their side, so the connection works for you now.

Please feel free to post another message if you have more questions or need our assistance. We're happy to help!

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.