Pauline's community posts

Hello Peter,

Thank you for your message.

Please note that in case if you want to perform a complete uninstallation of Host/Viewer and then reinstall modules from scratch, then you need to delete some additional files that store the module's settings. In order to completely uninstall Remote Utilities please follow this uninstallation guide - this will help you to clean up all the configuration files, so when you reinstall Remote Utilities, the settings will be reset to the default values.

As for the connection - perhaps, the issue might be occurring if the VPN software is blocking ports that are required to be opened for Internet-ID connection or blocking access to our Internet-ID servers.
Please make sure that outbound TCP ports 5655 or 443 are opened on the remote Host machine, so it's able to communicate with our public server. For more information on the ports used by Remote Utilities please see this page.
In addition, please make sure that the DNS name id.remoteutilities.com resolves to an IP address properly and is available when VPN is enabled.

Also, I'd recommend that you update your Remote Utilities installation to the latest version available - as of this writing, it's 6.12.2.0 Beta 2. Using the latest version might also help to resolve the issue or improve connection speed/performance.
When updating, please make sure to update both Host/Agent and Viewer to the same version as the version mismatch might lead to performance issues or some features not working.
The 6.12.2.0 Beta 2 version is available for the download on this page.

Finally, here's a related Internet-ID connection troubleshooting guide that might provide a helpful solution as well.

Please let us know if the solutions above did not help and the issue persists.

Hello Emiliano,

Of course, no problem. We're happy to help!

Please feel free to post another message if you have more questions or need further assistance.

Hello Gav,

Thank you for your message.

Could you please clarify if you tried using this form to generate a free license key? If this is the case, please make sure that the email did not get into your spam folder.

In addition, please try using this License Key Recovery Form - this way you will automatically get an email with all of the license keys associated with your specified email address.

Hope that helps.

Hello Ricky,

This is to inform you that we've fixed the app compatibility issue with mobile Viewer not working on devices running on Android 11. Please update your Viewer app to the latest version - it's available in Google Play Store.

Hope that helps.

Hello Brandon,

This is to inform you that we've fixed the app compatibility issue with mobile Viewer not working on devices running on Android 11. Please update your Viewer app to the latest version - it's available in Google Play Store.

Hope that helps.

Hello Trent,

I'm glad to hear we were able to help and it works for you now!

Please feel free to post another message if you have other questions or need further assistance.

Hello Richard,

I'm glad to hear you've figured out the issue and it works for you now!

Please feel free to post another message if you have more questions or need further assistance.

Hello David,

Thank you for your message.

Our Internet-ID servers are up and running right now. It seems that there was some short downtime period, but right now everything seems to work. However, we will additionally check our ID servers, just to see if everything works properly. We will let you know if there are any updates on the issue. Sorry for the inconvenience.

Please let us know if you have other questions.

Hello Nasser,

Thank you for your message.

Our Internet-ID servers are up and running right now. It seems that there was some short downtime period, but we will additionally check our ID servers, just to see if everything works properly. We will let you know if there are any updates on the issue. Sorry for the inconvenience.

Please let us know if you have other questions or need further assistance.

Hello Richard,

Thank you for your message.

Unfortunately, multiple monitors support is not implemented in the Viewer for Mac/Linux yet. However, we plan to add it in the subsequent updates. Sorry for the inconvenience.

In addition, please note that we have moved your question to another topic related to Viewer for Mac/Linux. In this topic, you can also find a full list of features currently available in Viewer for Mac/Linux, as well as the features that we plan to implement in our future updates - please see the very first message in the topic here.

Hope that helps.