Pauline's community posts

Hello Kaelyn,

Thank you for your patience.

Yesterday we've released an update for Remote Utilities - version 7.0.1.0 where we implemented a number of fixes. Could you please try updating your installation to the latest version 7.0.1.0 and see if the issue with the screen blanking still persists?
The latest version 7.0.1.0 is available for download on this page. Alternatively, you can update your installation using the Self-Update feature. When updating, please make sure to update both Host and Viewer to the same version.

Please let me know if the issue persists after the update.

Hello Solomon,

Thank you for your message.

Unfortunately, it's not possible to run or even install two Viewers of different versions on your machine. However, as an alternative you can run Portable Viewer of one of the versions instead - it does not require installation and stores all files in a single folder. For example, you can use installable Viewer of the latest version 7.0.1.0 and Portable Viewer of version 6.10.10.0 or vise versa.
Both installable and portable Viewers are available for download on this page. Older versions of Remote Utilities, including Portable Viewer, are available here.
However, please note that the version mismatch between Host and Viewer might also lead to performance issues or some features not working.

Hope that helps.

Hello,

Thank you for the clarification.

I will forward your question to our developers and will ask for their input on this. However, please note that according to our Support Policy we do not assist in writing scripts/codes or implementing integration of Remote Utilities with other software.

I'll get back to you as soon as I have an update on this from our developers.

Hello Javier,

Thank you for your message.

Please note that The license key for version 6.x.x.x (the *txt license file) is incompatible with version 7.x.x.x of Remote Utilities. According to our Upgrade Policy only customers who purchased the key within a year back from the new version release date (2020-2021) are eligible for a free upgrade. Customers who purchased their license more than a year ago (earlier than 2020) are eligible for paid upgrade only, albeit with a 50% discount.

There are three options how you can continue using Remote Utilities:

1. Check if your v. 6.x.x.x key is eligible for free upgrade to v 7.x.x.x using this form.
You can then proceed upgrading your license key and use it to register in your Viewer 7.x.x.x as described here.

2. If you are only eligible for a paid upgrade (50% discount guaranteed to existing customers) and decide to purchase an upgrade key, use the same upgrade form linked above and proceed to Checkout. Once you receive your purchase key, register your Viewer 7.x.x.x with it.

3. Finally, if you do not want to upgrade you can keep using version 6 and your existing license key forever. If you already upgraded your Viewer to version 7.x.x.x you can uninstall it and reinstall Viewer 6.x.x.x by downloading it from this page.

Please let me know if you have any questions.

Hello Maro,

Thank you for the provided log files.

I've examined the logs and have noticed the following error:
Socket Error # 10054 Connection reset by peer.
According to the Windows Socket Error Codes list this error entry means the following:
Connection reset by peer.
An existing connection was forcibly closed by the remote host. This normally results if the peer application on the remote host is suddenly stopped, the host is rebooted, the host or remote network interface is disabled, or the remote host uses a hard close (see setsockopt for more information on the SO_LINGER option on the remote socket). This error may also result if a connection was broken due to keep-alive activity detecting a failure while one or more operations are in progress. Operations that were in progress fail with WSAENETRESET. Subsequent operations fail with WSAECONNRESET.

This probably means that something is blocking access to Remote Utilities on the Viewer's side - for example, it might be a firewall or router on the hotel's perimeter or even their ISP.
Could you please clarify if you're having issue when connecting to only one specific remote Host from Viewer in this network or does the issue occur when connecting to any other Host as well? Or if possible, please let us know if you're able to connect from Viewer located in any other network to the same Host?

Last but not least, I've also noticed in the log file that you use Viewer of version 6.10.10.0. Please consider updating your Remote Utilities installation to the latest version available - as of this writing, it's version 7.0.1.0 - starting version 7 we've implemented a number of fixes and changes to improve the overall connection speed and performance. For more information please see Release Notes.
Version 7.0.1.0 is available for download on this page. When updating, please make sure to update both Viewer and Host as the version mismatch might lead to performance issues or some features not working.

Looking forward to your reply.

Hello Piotr,

Thank you for your message.

You mean that you want to extract the Internet-ID code of your remote Hosts and save it as *txt files in order to configure the BGInfo utility? If this is the case, the easiest way is to simply copy the Internet-ID code from the Host Settings -> Dashboard tab.
Alternatively, the Host settings are also stored in the following registry key:
HKEY_LOCAL_MACHINE\SOFTWARE\Usoris\Remote Utilities Host\.

In case if you mean something else, please let me know.

Hope that helps.

Hello Maro,

Thank you for your message.

We haven't changed any ports that are used by Remote Utilities, you can see the list of ports used here. It might be that access to Remote Utilities is being blocked on the ISP level for this hotel, specifically if they have WatchGuard deployed on the ISP level. We've already been reported similar issues caused by WatchGuard which is affecting different machines located in different networks. For more information please see this thread. In this case, you can check with the ISP that provides internet connection to this hotel and ask them to look into the issue from their side.

However, just to be on the safe side, you can also provide us the Host and Viewer logs, so we can additionally examine them. The Host logs are located in the following folder:
C:\Program Files (x86)\Remote Utilities - Host\Logs\. Here's also how you can obtain the Viewer 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 Adrian,

Thank you for your message.

Am I right in assuming that the issue occurs when you connect to a remote Host using both mobile and desktop Viewer? If this is the case, then could you please let us know what version of Host, mobile Viewer and desktop Viewer do you use and the respective devices/OSs of these devices, so that we could test this out and see if we can reproduce the issue?

Looking forward to your reply.

Hello Kaelyn,

Thank you for the provided details.

I will forward this information to our developers and will ask them for their input on this issue.

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

Hello Leo,

Thank you for the clarification.

In this case, could you please try the following and see if this helps to resolve the issue:
1. Fully exit the Viewer File -> Exit.
2. Locate the file config_4.xml 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.
3. Remove the config_4.xml file from that folder.
This will reset the Viewer settings. Your address books won't be affected by this action, but you will need to register Viewer with your license key once again.
4. Run Viewer, connect to the remote Host and see the issue persists.

Hope that helps.