Pauline's community posts

Hello Alan,

Thank you for your message.

Do you mean the Ask the user to identify themselves checkbox which is available within the MSI Configurator Tool, correct? If this is the case, then we plan to improve this specific feature by adding the auto-identification feature as well. The auto-identification feature will allow to automatically fetch additional information, such as username or the name of the remote machine. However, I'll additionally forward your suggestion to our developers for a review as well.

Please let us know if you have more questions.

Hello Alan,

Thank you for your feedback.

I went over the release notes and the biggest improvement that would help me would be the file transfer window operating faster, but I am not sure it is worth $500. I decided to just give it a try for a few days using the free license, and pay for the upgrade if it was worth it, but it limits me to 10, when I have 188.

Please note that all existing customers who purchased their licenses in 2019 and earlier are eligible for a 50% discount on upgrading their license key to version 7, so in case if you're updating a license key for 1-tech PRO license, the upgrade costs $250 with the discount applied, instead of $500. In addition, please note that you can test the upgraded Viewer within the 30-day trial period which is available after installing/upgrading your Viewer. For more information please see this page.
If you've already registered your Viewer of version 7 with a free license key, you can reset it back to the trial period by resetting Viewer's configuration:
1. Fully exit the Viewer File -> Exit.
2. Locate the file config_4.xml in the C:\Users\[Your_username]\AppData\Roaming\Remote Utilities Files\ folder.
Please note that the AppData folder might be hidden by default in which case you need to enable "Hidden files and folders" in Windows Explorer settings.
3. Remove the config_4.xml file from that folder.
This will reset the Viewer settings, including any current license key, so your Viewer is reset back to the trial period. Your address books won't be affected by this action.
This way, it's possible to test out the upgraded Viewer of version 7 to see if you want to purchase an upgraded license.

As an alternative, you can also download Portable Viewer of version 7 and import one of your address books or a few connections to it as described here to test it out in the trial mode.
Portable Viewer is available for download on this page as well.
Please note that in order for Remote Utilities to work properly, we recommend updating both Viewer and Host to the same version, as the version mismatch might lead to some features not working.

Hope that helps.

Hello Alan,

Thank you for your message.

An couple easy ones would be Host IP address, and a "Last Active" date column in the offline section.

Please note that the column IP address already exists in the address book, i.e. if the remote Host is directly accessible for Viewer and its IP address was added to the connection entry:

The "IP address" column is displayed by default if your address book is switched to the Details view mode.

As for the Last active column - we already have this feature in our roadmap, so this column will be added in our future updates. Unfortunately, there's no specific ETA on this feature yet.

So for me, I might have a column that states which CRM they are using, and another that states whether it is a headless server, or a workstation, Customer ID, Email Contact, Phone Number...
I realize I CAN put some of that into the Comment column, but I can't sort by it.

You are absolutely correct, currently, this information can be added to the "Comment" column, however, we already have an additional feature in our roadmap that will allow techs to see more detailed information about remote Host displayed on an additional info panel. Unfortunately, no specific ETA on this either, but I will forward your suggestion to our development department for a review.

Please let us know if you have other questions.

Hello Chris,

Thank you for the update on the issue.

Would it be possible to provide us a short video of the issue, once it occurs again, so I could forward it to our development department and ask them to investigate into this further? You can send the video to [email protected]. In addition, please let us know specific models and versions of your graphics cards as well as Windows versions on both Viewer and remote Host machines.

Looking forward to your reply.

Hello Michael,

Thank you for your message.

Could you please double-check if you have the Disable clipboard transfer checkbox enabled in the Host Settings -> Other tab? In addition, could you please let me know if the issue occurs if you connect from Viewer for Windows or Linux and try reproducing it?

Looking forward to your reply.

Hello Rhyss,

Thank you for your input.

I've forwarded this information to our development department for a review to see if this can be fixed in our future updates for Viewer for Linux.

Please feel free to post another message if you have more questions.

Hello Yann,

Sorry for the late reply and thank you for your patience.

We've tested Viewer for Mac with the latest MacOS 11.3.1 and couldn't reproduce the issue - Viewer runs as expected without any crashes.

Please let us know if the issue still persists.

Hello,

Thank you for the clarification.

Of course, it's possible to start Agent minimized to a taskbar. Here's how you can do it:
1. Right-click on your Agent package and select Create shortcut.
2. Right-click on the created shortcut and select Properties. Navigate to the Shortcut tab and in the Run section select Minimized.
You can place this shortcut on your desktop and run Agent via the shortcut - this way it should always start already minimized to the taskbar.
Please note that when running Agent, it's only minimized to a taskbar if you select No on the UAC prompt, i.e. if you run Agent as a regular user without admin rights.

Hope that helps.

Hello Maro,

Thank you for your message.

Is it possible to configure the host for 2 Internet IDs, the usual default and an additional one for the RU server I'm trying to get to work?

Unfortunately, each Host can only have one Internet-ID code assigned to it and can only use either our default server or self-hosted RU Server as its relay server at any given time (i.e. it's not possible to use both servers at the same time). However, you can use Host with its own Internet-ID code with our public server as a relay and as the additional Host in this case, simply use Agent instead - it can have a separate Internet-ID code and use your custom RU Server as its relay. However, please note that Host and Agent still cannot run on a machine simultaneously.

Is it possible to install both the RU server and the host on the same PC?

Yes, of course, Host and RU Server can be installed on the same machine as they do not conflict with each other and can run simultaneously.

What is a good port number to configure for my RU server that is not likely to be blocked? What is a good port number to configure for my RU server that is not likely to be blocked?

Unfortunately, we cannot suggest a specific port number as each configuration might have their own ports blocked or used by some other software. The default ports used by Remote Utilities for Internet-ID connections are 5655 and 443. Since you can set up any port as your communication port for the RU Server, you can sel ect any available port (i.e. one of the opened ports that are not used by other software). You can check the list of available ports by running the Windows Command Prompt and typing in the netstat -a command. Here's also a relevant guide on checking available ports that might be useful.

So another question is, can we troubleshoot if the hotel's firewall is blocking the default port 5655 or perhaps your IP address, or some other thing?

This can usually be checked by examining the log files to see if there are any error entries on either side of the connection that might be causing the issue. I've checked the previous thread and noticed that you've already provided the log files with socket error entries that were occurring when connecting in the hotel's network. The fastest way in this case might be to simply refer to the hotel's IT department or network administrator, as they might be blocking specific ports or access to our servers, which might be the case since you cannot connect to any Host fr om Viewer in this specific network only. Unfortunately, according to our Support Policy, we cannot assist in resolving network administration issues. Sorry for the inconvenience.

Hope that helps.

Hello,

Thank you for your message.

Do you mean that you want to minimize the Agent window to the system tray, correct? If this is the case, then unfortunately, minimizing the Agent window to the system tray is not possible. The Agent is supposed to work explicitly, that is, it should be always visible in the taskbar. If we add a tray-only option the remote user may easily overlook the fact that the Agent is running on their PC. Sorry if this makes Remote Utilities less useful for you.

However, you can easily minimize the Agent window to the taskbar or, use Host instead - Host is a persistent module and requires installation as well as admin privileges, but its icon is only displayed in the system tray.

Hope that helps.