Pauline's community posts

Hello,

Thank you for your message.

Could you please double-check if you're trying to register your Viewer with a license key compatible with version 7 of Remote Utilities (i.e. the license key that is stored in the *rlicense file extension)?
In case if you're trying to register your Viewer with a license key in a *txt format, please note that this license key is meant for version 6.10.10.0 and older of Remote Utilities and is not compatible with version 7 of the program. In this case please generate a new license key compatible with version 7 of Remote Utilities using this form as the free license keys are not upgradable.

Hope that helps.

Hello,

Thank you for your message.

Please note that the Remote Utilities's Wake-on-LAN built-in feature only works if you use Direct connection and only for the Host machines located in the same LAN and the same subnet as the Viewer PC. We do have a few improvements for the WoL feature added to our wishlist, namely to use one Host to wake other computers on the same LAN, i.e. it will be possible to use the Wake-on-LAN command even with Internet-ID connection. We will implement this feature in our future updates, but, unfortunately, we cannot provide any specific ETA on it yet.

However, in case if you want to use the Wake-on-LAN feature over the internet, then you might try waking the remote Host machine over the Internet by sending the magic packets. For more information on how to use WoL over the Internet please refer to this guide. In addition, here's a related community thread where one of our users shared their extensive experience on using WoL over the internet.

Hope that helps.

Hello Chad,

Thank you for the provided update.

Could you please try one more thing: locate the Viewer's configuration file config_4.xml and try deleting it - this will reset the Viewer's settings and will create a new configuration file. For installable Viewer this configuration file is located 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). For the Portable Viewer it's located in the Viewer's folder itself.
Resetting the configuration won't affect your address book, but you will need to register your Viewer with your license key once again.

Please let us know if this helped to resolve the issue.

Hello Carly,

Thank you for your message.

Yes, the number of techs that can connect to a remote Host at the same time is not limited. However, please note that only one free license key is allowed per individual, company or organization. For more information, please see our EULA.

Hope that helps.

Hello Chad,

Thank you for your message.

Please try using this Microsoft Troubleshooter Tool that helps to automatically repair issues that block software from installed, updated or removed.

Hope that helps.

Hello Paul,

Thank you for your message.

Please try selecting Cancel in the Windows Defender Firewall window - this will run Agent as a normal user (i.e. under the current Windows user without admin rights). Such UAC/firewall prompts are expected behavior when running Agent since some operations might require elevated privileges, so in this case you're able to choose if you want to run Agent with admin rights or no - when selecting "Cancel" on the prompt window you're just denying Agent from running with admin privileges, not from running at all.

Hope that helps.

Hello William,

Thank you for your message.

Unfortunately, the "update is required" displaying in Viewer for Mac/Linux for Hosts running the latest 7.0.2.0 version is expected behavior as it is a newer version of Remote Utilities. In our future updates, we'll make the program update Hosts' version information immediately during the online status check without the user having to log in on the Hosts at all. Sorry for the inconvenience.
In addition, please try logging in/connecting to a remote Host from your Viewer and see if this helps to update the version information.

Hope that helps.

Hello Michael,

Thank you for your patience.

Unfortunately, we couldn't reproduce the issue. However, our developers have managed to find what is causing it and implement a fix for it which will be available in the next update for Viewer for Mac.

Please let us know if you have more questions.

Hello Michael,

Yes, this time the email got through. I'll forward the file to our developers for a review and will keep you updated on the issue.

Thank you!

Hello Ann,

I'm glad to hear we were able to help!

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