Pauline's community posts

Hello Steven,

Thank you for your message.

Could you please let me know if you have any antivirus/other security software running/installed on the Host machine? If yes, please try adding the Host installation folder: C:\Program Files (x86)\Remote Utilities - Host\* to the software's exception list.
In case if the above does not help, please try uninstalling Host completely as described in this tutorial and then reinstalling it from scratch. In addition, in case if there is some antivirus/security software installed, I recommend that you also add the Host installation folder above to the exception list as well.

Last but not least, if the above solutions did not help, please feel try referring to this troubleshooting guide. If the solutions from the guide do not help, please provide us the information listed there for examination. You can send the logs and registry key to [email protected].

Hope that helps.

Hello Alexander,

Thank you for your message.

Yes, currently Viewer for Mac/Linux is available in Beta version only which has limited functionality. You can find the full list of currently supported features in the very first message on this page.
Please note that the current screen capture mode does not consume additional traffic, however, more features that are already available in Viewer for Windows, including the multimonitor support, will be added in future updates of Viewer for Mac/Linux as well. Sorry for keeping you waiting.

Hope that helps.

Hello David,

Thank you for your message.

I've checked with our development department on that day and they've confirmed that there were no downtimes or other issues on our servers. Perhaps, the Hosts that had issues connecting to our servers were affected by some external factors, e.g. firewall or antivirus software activity.

If possible, it would be helpful if you could provide us the Host connection logs for examination as well. The Host log files can be located in the following directory C:\Program Files (x86)\Remote Utilities - Host\Logs\. You can send the log files to [email protected] as well, so I can forward them to our development department.

Looking forward to your reply.

Hello Mike,

Thank you for updating us on the issue. I'm glad to hear it 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,

Thank you for your message.

Yes, unfortunately, for now, Viewer for Linux/Mac is only available in the Beta version and, therefore, has somewhat limited functionality. You can find the full list of currently supported features on this page, in the very first message. More features that are already available in Viewer for Windows will be added in future updates as well.

As for the frequent crashes of Viewer - could you please try removing (or temporarily moving to another directory) the following files and see if this helps to resolve the issue?
1. libxcb*
2. libxkbcommon*

Looking forward to your reply.

Hello Mike,

Thank you for your message.

Could you please double-check if the port 4934 is set up on both the remote Host's side and the Viewer's side as well? On the Host's side please make sure that the port 4934 is set up in the Host Settings -> Port tab as this is the port used for Direct connection.
On the Viewer's side please navigate to the Connection Properties -> Network tab and make sure that the port 4934 is listed as a Host's port as well.
Last but not least, please make sure that the same port 4934 is opened on the Host machine and is not used by other software.

In case if all of the above already applies but you still cannot connect to the remote Host please feel free to send us the Host logs from the machine that you cannot connect to. You can locate the Host log files in the following folder: C:\Program Files (x86)\Remote Utilities - Host\Logs\.
You can send the log files to [email protected]. Please do not post the log files on the forum as they're considered to contain personal information.

Looking forward to your reply.

Hello Howard,

Thank you for your message.

Could you please provide us the Agent's connection log files from your customer's machine that you've had issues connecting to? Here's how you can locate the Agent logs.
You can send the log files to [email protected]. Please do not post the log files on the forum as they're considered to contain personal information.

Looking forward to your reply.

Hello David,

Thank you for your message.

We haven't had my recent downtimes on our servers and currently, they are up and running. Could you please let me know what version of Remote Utilities do you use and if your Hosts that are unavailable are located in the networks connected to the Internet via the same ISP?

In addition, please feel free to send us the Host logs which can be located in the following folder: C:\Program Files (x86)\Remote Utilities - Host\Logs\. Please do not publish the logs on the forum as they're considered personal information. You can send the log files to [email protected].

Looking forward to your reply.

Hello,

Thank you for your message.

Yes, this issue was fixed in the most recent update 7.0.2.0. The latest version 7.0.2.0 is available for download on this page or via the Self-Update feature.
When updating your Remote Utilities installation, please make sure to update both Viewer and Agent to the same version as the version mismatch might lead to performance issues or some features not working properly.

Please let us know if the issue persists even after updating your Agent and Viewer to the latest version 7.0.2.0.

Hello Alan,

Thank you for the clarification.

I'll forward your suggestion to our developers for a review to see if we can add it to our roadmap and implement it in the future updates for Remote Utilities.

Please let me know if you have more questions.