Pauline's community posts

Hello Liam,

Thank you for your patience.

I've checked on this with our developers and as of this writing, the approximate ETA for the release of Host/Agent for Mac/Linux is within the first half of the next year. However, we'll do our best to make Host/Agent for Mac/Linux available for our users as soon as possible.

Hope that helps.

Hello Roland,

Is that possible licenses or the actual count? If it is possible then how can I find the actual used license count?

Yes, the License Count column in the License Key Storage displays the possible licenses for the Free license keys and number of concurrents techs for commercial type license keys, i.e. for the Free license the number in the License Count column is always 10 regardless of how many remote connections you have in the address book currently.

You can see the list and number of all connections that you currently have in the All Connections folder in your Viewer - this is a special "smart" folder which lists all connections from all address books (local and synced) in one list for convenience.

So, how can I verify how many licenses are used?

You can simply check this by the number of the connection entries in your address book - if you have up to 10 remote Hosts in your address book at any given moment then you're good to go. In case if you have 11 or more connection entries then it exceeds the amount of connections allowed by the free license and you'll receive a notification when trying to connect to any of the remote Hosts that will ask you to remove extra connections.
Please note that the free license key is not linked to some certain Hosts or remote machines which means you can remove and add 10 different Hosts to your address book as often as you need to, the only limitation is that the number of the Hosts shouldn't exceed 10. For example if you had 10 connections and removed 6 of them then you have 4 more free spots to add new Hosts to your address book.

Hope that helps.

Hello Roland,

Thank you for your message.

The Free license allows you to add up to 10 remote Hosts to your Viewer address book, i.e. if you get a message that you've used up your license connection it means that you currently have over 10 remote connections in your address book.
Please note that Hosts are not registered with your license key and your license is not limited to some specific remote Hosts which means that you can delete a remote connection entry from your address book if you don't plan connecting to this Host anymore - this will free up a spot in your address book, so you can add a new connection. Please try checking the connection entries in your address book and try deleting some of them.

In addition please also double-check if you have a Hide default domain controller checkbox enabled in your Viewer's Options -> Misc tab. In case if the checkbox is disabled please try enabling it - this will disable showing Active Directory tree in the Viewer's Navigation pane, since the AD tree connections also count against the license.

Hope that helps.

Hello Kris,

Thank you for your message.

Could you please provide us the following log files for examination?
1. Host log file that can be found in this folder: C:\Program Files (x86)\Remote Utilities - Host\Logs\.
2. Viewer log.
3. RU Server log.
You can send the log files to us to support@remoteutilities.com or you can also open a ticket in the Ticket System and attach the log files to the ticket.

Looking forward to your reply.

Hello Alexey,

Yes, closing the configuration window saves the updated settings. However, I'm glad to hear you've figured out the issue and it works for you now!

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

Hello Alexey,

Thank you for the provided log files.

I'll forward the issue along with the log files to our development department and will ask for their input on this.

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

Hello Alexey,

In this case could you please provide us the RU Server log files as well as Host log files for examination? You can send the log files to support@remoteutilities.com.

Looking forward to your reply.

Hello Liam,

Thank you for your message.

Unfortunately, there's no specific ETA on the release of Host/Agent for Mac/Linux yet. However, I'll additionally check on this with our development department to see if there are any updates on this. Sorry for keeping you waiting.

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

Hello Alexey,

Thank you for the clarification.

Could you please also let us know if you've tried restarting the RU Server or the server machine after adding the port 4000 (or any other custom port value) to the Communication ports list? If no then please try adding the custom port value to the Communication ports list once again and then restarting the RU Server (please see Configuration -> Service state tab) or the server machine itself and see if this helps to resolve the issue.

Hope that helps.

Hello,

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

The Legacy capture mode usually helps to resolve similar issues as it uses a slightly different screen capture method as Windows 8, 8.1 and Windows 10 required us to implement certain modifications to the screen capture mechanism.

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