Pauline's community posts

Hello Adam,

Thank you for your patience.

I've checked on the issue with our developers - it seems that the issue with the address books is caused by the Access Rights settings on this machine. Could you please try the following:
1. Download Portable Viewer from our main download page.
2. Unzip it to some specific folder, then open the folder's Properties and navigate to the Security tab.
3. Allow Read and Write access permissions for all users and click OK.
4. Run Portable Viewer and see if the issue with the address books still persists.

Please let me know if the above solution worked for you.

Hello Adam,

Unfortunately it is going to take too long to redact the information from the xml, so I do not feel comfortable sending this to you.

Of course, we understand this, no problems.
In this case, I'll forward to our developers the information you've already provided and will ask them to look into this to see if it's possible, perhaps, to reproduce the issue. Sorry for the inconvenience.

I'll get back to you with an update from our development department shortly.

Hello Brian,

Thank you for your message.

Unfortunately, according to our Support Policy we cannot assist you in resolving network administration issues or issues related to using third-party software. In order to resolve the port forwarding issue please try referring to the ngrok documentation or Support service, as they would be able to provide more insightful information on setting up port forwarding via their software.

Alternatively, please note that instead of port forwarding, it's possible to connect to a remote Host machine located behind a router/firewall via the Internet-ID connection which is fast and easy to set up.

Hope that helps.

Hello Gaute,

Thank you for the provided log files - we've received your email. We will examine the log files and I will also additionally forward them to our developers to ask for their input on this issue.

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

Hello John,

Thank you for your patience.

I've checked on the ETA for Host/Agent for Mac/Linux with our developers - we do plan to release it within this year, but unfortunately, there's no more specific ETA on it yet. However, we'll make sure to update all our users once Host/Agent for Mac/Linux is available. Sorry for keeping you waiting.

Please let me know if you have more questions.

Hello Gaute,

Thank you for the clarification.

In this case, could you please check if it's possible to connect to these remote Hosts using Full Control or View Only connection modes instead?  provide us the Host log files fr om the remote machines wh ere the issue occurs and the Viewer log for examination? You can send the log files to support@remoteutilities.com.

Looking forward to your reply.

Hello Adam,

Thank you for the provided information.

I apologize if my previous reply was somewhat misleading/insufficient. I will forward this once again to our developers and will ask for their input on this issue.
It seems that the address book location might be the main reason causing the issue, however, since the issue can be reproduced when using Portable Viewer as well, you can send us the address book file itself for the examination (you can edit out any sensitive information before export it though). Here's a guide on how you can manually export an address book. You can then send the address book file to support@remoteutilities.com and I will forward it to our development department as well.

Looking forward to your reply.

Hello Peter,

I'm glad to hear you've figured out the issue!

Please feel free to post another message if you have more questions or need our assistance. We're happy to help!

Hello Rick,

Thank you for your message.

We've already been reported a similar issue by other users - it seems that WatchGuard deployed on the ISP level is blocking access to our servers at id.remoteutilities.com. Since WatchGuard is mostly used on the ISP level, this issue might be affecting different remote Hosts located in different networks. For more information please see this thread.

We've already contacted WatchGuard and submitted a False Positive report, so they could look into the issue and stop blocking access to our servers as soon as possible. As we're waiting for their reply, we recommend that you also submit a False Positive on their website here or you can contact your ISP and ask them to request WatchGuard to look into the issue as well. Hopefully, having more requests will help to speed up the resolution process for this issue.

I'll keep you updated on this and will let you know if there are any updates on this issue. Meanwhile, you can also provide us the Host logs, so we can additionally examine them just in case. The Host logs are located in the following folder:
C:\Program Files (x86)\Remote Utilities - Host\Logs\.
Please do not post the log files at the forum as they are considered personal information. You can send the logs to support@remoteutilities.com.

Looking forward to your reply.

Hello Adam,

Thank you for your patience.

I've checked on the issue with our developers - unfortunately, the fact that your General address book is stored on a UNC path is definitely affecting its functionality in general and might be what is causing the issues with drag and drop.
In order to confirm this, you can install Viewer on a regular Windows machine where the General address book will be stored in the following directory: C:\Users\<user>\AppData\Roaming\Remote Utilities Files\connections_4.xml - this is where General Address book is stored by default. Alternatively, you can also run a Portable Viewer instead. In this case, moving and sorting connection entries by dragging and dropping should work as expected.

Please note that in case if you want to set up the address book sync, it's recommended to it set up as described in this tutorial or even setting up a sync server.

Please let me know if you have more questions.