Pauline's community posts

Hello Jason,

Thank you for your message.

Could you please let us know any of the email addresses you've tried using, so we could check what might be causing the issue? You can send us an email to support@remoteutilities.com.

Looking forward to your reply.

Hello Chris,

Thank you for your message.

But what about the endpoint licenses? do they also have to be upgraded at each new release?

Please note that our Upgrade Policy applies in the same way to all license types, i.e. the license upgrade is only needed when we release a major version (or if you want to increase the number of available concurrent techs and/or endpoints). In addition, we also guarantee free upgrade to the next major version if the current license was purchased within 12 months prior to the new major version release date. For example, previous major version 6 of Remote Utilities has been around for almost 7 years with free minor version updates, however, all our users who've purchased the license within the last year were eligible for a free license upgrade to version 7, and the ones who've purchased the license before that were eligible for a 50% discount. Our minor version updates (i.e. 6.10.10.0 or 7.0.2.0) are always free.

You do not need to upgrade Endpoint license each release as well, just like any other license - when we release a major upgrade you're either eligible for a free upgrade or a 50% discount and all minor version updates are free. For more information please also see our Upgrade Policy page.

I cant imagine preventing some of the systems with the older licenses only use for example version 6, and the newer ones use version 7.

For the Endpoint license you need to register your Viewer with a license key, not Host - just like for any other license type. In this case, you can usually upgrade your Viewer and still be able to connect to Hosts that are running previous version - we understand that updating RU installations might take time and try to maintain as much backward compatibility as possible. However, we recommend that our users (regardless of their license type) always update both Host and Viewer (as well as RU Server if used) to the latest version available in order to avoid the version mismatch that might lead to performance issues or some new/improved features not working.

Please let us know if you have more questions.

Hello Vivek,

Thank you for your kind words! We appreciate your support.

Is there any method/way out to connect to webserver/data server sitting behind hidden/absent public ip using remote utilities...? just curious

Yes, it's possible to connect to a remote machine located behind firewall/router using Internet-ID connection via our public servers or self-hosted RU Server - you simply need to enable the Internet-ID connection in the Host Settings and generate an Internet-ID code and you're ready to connect. Here's a step by step guide on setting up Internet-ID connection. However, please note that you need to have a single outbound TCP port 5655 or 443 opened on both Host and Viewer machines. For more information on ports used by Remote Utilities please see this page.

Alternatively, you can still connect to a remote Host machine located behind firewall/router directly (i.e. via Direct connection) by settings up the port-forwarding rule.

Hope that helps.

Hello Shaun,

Thank you for your message.

We provide the self-hosted RU Server free of charge - you do not need register your Hosts or RU Server modules. However, please note that you can add a number of connections (endpoints) to your address book in Viewer in accordance with your license type, e.g. if you use Free License you can have more Hosts connected to your RU Server, but you will only be able to add 10 of them to your address book. For more information on the number of endpoints you can add for your license please see this page.

Hope that helps.

Hello Geoff,

Thank you for your patience.

I've checked on the issue with our development department - unfortunately, we cannot provide a temporary workaround for this issue yet. However, we plan to implement a few improvements and fixes for the Voice & Video chat mode in our future updates, so, hopefully, such issues will be fixed as well. Sorry for the inconvenience.

Please let us know if you have more questions.

Hello Paul,

Thank you for the clarification.

Could you please send us a screenshot of your address book where the connection and its duplicate are both visible? In addition, if possible, could you please provide us the address book or the folder where the auto-imported connections are saved? You can export it as described in this guide and send it to us to support@remoteutilities.com, so I could forward it to our developers for examination.

Looking forward to your reply.

Hello Geoff,

Thank you for the clarification.

I will forward the issue to our developers and will ask for their input on this to see if there's a solution or a workaround we can suggest.

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

Hello Paul,

Thank you for your message.

Could you please clarify if you mean that you've enabled both the Auto-import feature and the RU Server/AD integration at the same time? If this is the case, then this is what might be causing the duplication issues - please try disabling one of the features and see if this helps to stop connections from getting duplicated.

Hope that helps.

Hello Geoff,

Thank you for the clarification.

Could you please also double-check if your graphics card drivers are updated to the latest versions on both Host and Viewer machines?

Looking forward to your reply.

Hello,

Yes, enabling the Ask user permission feature means that every time someone wants to connect to your Host, the remote user needs to accept or reject the incoming connection.
Enabling the IP Filter feature will ensure that only specific Viewer with a specific IP address or within an address range can connect to your Host, or, in case with the Ask user permission feature enabled, to request a permission from a remote Host to connect to it.

Hope that helps.