Pauline's community posts

Hello André,

Thank you for your message.

Could you please clarify if you mean that the "Remote Utilities printer" driver is not present in the Devices and Printers window on your Host machine? If this is the case, please double-check if the printer is displayed as installed in the Host Settings -> Driver tab (i.e. the "Install" button should be inactive)?


In case if the printer driver is not installed yet, please try installing it by selecting the "Install" button. In case if you've previously already installed the printer driver, but it somehow got removed from the Host machine - this might have been caused by some antivirus/firewall software activity. In this case, please try adding your Host installation folder to the antivirus/firewall software section list as described here and then try installing the printer driver once again.

Hope that helps.

Hello,

Thank you for letting us know.

I'll forward this information to our webmaster once again and will ask them to investigate this further. Sorry for the inconvenience.

I will let you know once it's fixed or if there are any other updates on this issue.

Hello Eric,

Thank you for your message and sorry for the late reply.

Could you please let us know the following information:
1. Are you able to sign in on the RU Server in your Viewer?
2. Do you have a "Force custom server security" checkbox enabled in the user's settings on the Server side?
3. Were the permission for your user added as a permission for a group or for a user only?
4. Last but not least, please double-check that this user or group are granted access in the Host settings as described here.

Looking forward to your reply.

Hello,

Thank you for your message and sorry for the late reply.

Perhaps, the issue might be caused by the Cisco software blocking the ports required for Remote Utilities to work correctly. Could you please double-check if the following ports are opened when the Cisco VPN is enabled on the remote machine (perhaps, you might need to check with the network administrator):
1. Inbound TCP port 5650 for Direct connection.
2. Outbound TCP ports 5655 or 443 for Internet-ID connection.
For more information on ports used by Remote Utilities please see this page.
In addition, perhaps this troubleshooting guide might provide some helpful information.

Hope that helps.

Hello,

Thank you for your message.

Could you please let me know what version of Viewer do you use? In case if it's versions earlier than 7.0.2.0 or version 6.10.10.0 and older, then could you please double-check if you're able to update Viewer via Self-Update or Manual update methods as described here.
If you were able to successfully update Viewer via one of the methods above, please try updating one of your remote Hosts. Please note that updating Viewer first is recommended in our guide on updating Remote Utilities as well.

Hope that helps.

Hello Cameron,

Thank you for your message.

Yes, unfortunately we've had to discontinue the "Do not ask for confirmation before installation" feature in the One-Click installation package due to security reasons because we had issues with some antivirus programs blocking Remote Utilities.
In addition, please note that I've already responded in the ticket #4126 in order to avoid duplication. You can find the tickets you've created here.

Hope that helps.

Hello,

Thank you for the clarification.

Could you please also let me know if you're able to check if Host is running on the remote machine, i.e. if you see the Host icon in the system tray? In case if there's no Host icon in the system tray, then it might mean that the issue might also be caused if the rfusclient.exe was somehow removed from the Host installation folder C:\Program Files (x86)\Remote Utilities - Host\ (perhaps, by some antivirus software activity). Please double check if the rfusclient.exe file is present in the Host installation folder and try referring to this troubleshooting guide.
In case if the solution suggested on the KB page does not help, please let us know, so we can proceed with further troubleshooting.

Please let us know if the issue persists.

Hello Peter,

Unfortunately, it's not possible to force Agent to store its settings from the registry key in the plain text format. The Host/Agent registry keys contains XML encoded as UTF-8. This binary data is not encrypted, it's just encoded as Hex code. Therefore, you only need to convert Hex code to UTF-8, and read the XML with data using any "Hex to UTF-8" online converter.
Alternatively, the Internet-ID code is available as a plain text in the Agent's window itself.

Hope that helps.

Hello Michael,

Thank you for your feedback.

Yes, we definitely plan to release a stable version of Viewer for Mac/Linux with more features as well as Host/Agent for Mac/Linux in the near future. Unfortunately we cannot provide any specific ETA on these releases yet, but we'll do our best to make them available as soon as we can.

Please let us know if you have more questions.

Hello,

Thank you for the clarification.

Could you please try enabling the Use legacy capture mode feature in the Host Settings -> Other tab and see if this helps to resolve the issue?
After enabling the feature please restart your Host in order for the changed to be applied.

In addition, please double-check if the rfusclient.exe file is present in the Host installation folder  C:\Program Files (x86)\Remote Utilities - Host\* as the issue might be occurring in case if rfusclient.exe was accidentally removed (for example, by some antivirus software). In case if the file was indeed removed from the folder, then please try re-installing Host and make sure to add the Host installation folder to the antivirus exception list as described here.

Last but not least please make sure to update your RU installation to the latest version 7.0.2.0 - it's available for download on this page or via Self-Update feature. When updating please make sure to update both Host and Viewer to the same version in order to avoid the version mismatch.

Hope that helps.