Pauline's community posts

Upgraded to 7.0.0.1 and new Agent or MSI does not connect

Pauline, Support (Posts: 2778)

Mar 26, 2021 6:11:25 pm EDT

Hello Alan,

Thank you for your patience.

We've tried reproducing the issue today, but, unfortunately, couldn't reproduce it - Agent configured via the MSI Configurator Tool in the latest version of Viewer (7.0.0.2) can connect to a self-hosted RU Server and displays status "Ready for connection".
Could you please let us know what exact options do you choose on each step of the configuration process, starting Step 3 - Advanced options? You can take screenshots of the configurator window and send them to us to [email protected] once again.

Looking forward to your reply.

Can't connect to host computer V 7.0.0.2

Pauline, Support (Posts: 2778)

Mar 26, 2021 3:55:21 pm EDT

Hello Thomas,

Thank you for the clarification.

Could you please try pressing any key on your keyboard when the connection is stuck on the "digital map" window and see if it's possible to establish a connection this way? If this does not work as well, please feel free to send us the Host logs for examination. You can send the log files to [email protected] or create a ticket and submit the logs there.

Looking forward to your reply.

Can't connect to host computer V 7.0.0.2

Pauline, Support (Posts: 2778)

Mar 26, 2021 11:23:53 am EDT

Hello Thomas,

Thank you for your message.

This is a known issue that occurred in versions 7.0.0.0-7.0.0.1 but was already fixed in the latest version 7.0.0.2. Please try updating your Viewer to the latest version 7.0.0.2 as well and see if this helps to resolve the issue. You can update Viewer via the Self-Update feature.

Hope that helps.

Upgraded to 7.0.0.1 and new Agent or MSI does not connect

Pauline, Support (Posts: 2778)

Mar 25, 2021 6:08:29 pm EDT

Hello Alan,

I've just tried configuring a custom Agent package using the MSI Configuration Tool in Viewer version 7.0.0.2 and it works as expected. Do you use custom port values as a communication port set on your RU Server or do you use default port value (i.e. 5655)?
If possible, you can send us the following files that Agent saves on the computer at first run:
1. Content of the following folder: C:\Users\user_name\AppData\Roaming\Remote Utilities Agent\
2. Agent's registry key: Computer\HKEY_CURRENT_USER\Software\Usoris\Remote Utilities
You can send the files to [email protected], I will forward them to our development department for examination.

Looking forward to your reply.

Error #1202 in AD

Pauline, Support (Posts: 2778)

Mar 25, 2021 5:38:30 pm EDT

Hello,

Thank you for your message.

I will forward your question to our developers and ask for their input on this.

I'll get back to you with their reply shortly.

can't get blank host scrren even if it is setup

Pauline, Support (Posts: 2778)

Mar 25, 2021 5:05:51 pm EDT

Hello Marco,

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

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

Auto-ping option - state not indicated.

Pauline, Support (Posts: 2778)

Mar 25, 2021 3:46:22 pm EDT

Hello Dax,

Thank you for the clarification.

I'll forward this to our development department for a review to see if we can fix how the feature in the context menu is displayed in our future updates.

Please let us know if you have more questions.

Upgraded to 7.0.0.1 and new Agent or MSI does not connect

Pauline, Support (Posts: 2778)

Mar 25, 2021 3:38:55 pm EDT

Hello Alan,

Thank you for the update.

The "Connection not available" status that you see on the remote side means that your Host/Agent cannot connect to our relay servers. This might be caused by various reasons, for example, required ports might be blocked on the remote machine or some antivirus/firewall software might be blocking/restricting Remote Utilities. Please try referring to this Internet-ID troubleshooting guide and see if any of the solutions listed help to resolve the issue.

Hope that helps.

Possible bug 7.0.0.1 - Mouse position when clicking

Pauline, Support (Posts: 2778)

Mar 25, 2021 9:39:17 am EDT

Hello Trent,

I'm glad to hear that we were able to help and it works for you now!

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

After update to version 7.0.0.1 no connection or very slow

Pauline, Support (Posts: 2778)

Mar 24, 2021 5:40:24 pm EDT

Hello,

This is to inform you that we've just released an updated version 7.0.0.2 with a few fixes for bugs/issues found in the previous release.

Please try updating your Remote Utilities installation and see if this helps to resolve the issue. The latest 7.0.0.2 version of Remote Utilities is available for download on this page. You can also update your installation via the Self-Update method. Please make sure to update both Viewer and Host/Agent to the same version in order to avoid the version mismatch.

Hope that helps.

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