Pauline's community posts

Hello Joseph,

Thank you for your message.

I know that they could get their own viewer installed on their personal machine at home to accomplish this if needed, but my question is can two "free" users have the same "host" in their address book?

Yes, the remote user can install the Viewer on their remote machine, register it with the same free license key and have the same Hosts added to the address book - you can even share the address book via a shared folder or use Portable Viewer. However, please note that with a Free License you can only add up to 10 connection entries to your address book. In addition, please note that only one free license key is allowed per individual, company, or organization. For more information on the Free License please also refer to our EULA.

And, what if they attempt access while I am working on the computer remotely? If either of those is prohibited, does that change if I have a paid license and they have a "free" one?

Please note that with the Free License, you can only have 1 tech working in a remote session at any given time, i.e. no concurrent techs are allowed for the Free License.
In case if you use a commercial license, then you can enable the Ask user permission feature with an additional option Ask only if user logged on. This way, if you're connected to a remote Host machine and a remote tech is trying to connect to this Host, you receive a pop-up window that allows you to accept or reject an incoming connection, but if this remote tech is trying to connect when the remote Host is free - then they will simply connect to a remote machine without requesting permission to connect.

In addition, please note that only one free license key can be added to the License Key Storage. No other keys regardless of their type can be used together with a free license key. If you want to add a commercial license key, you must first remove your free license key from the storage.

Finally, our workstations, including the laptops, are all behind two routers. So would there be an advantage in using RU Server?

Of course, you can consider using RU Server as your relay server instead of our public ones. Using RU Server brings immediate gains in speed and performance when Internet-ID connection type is used. Here's a step-by-step guide on how to configure self-hosted RU Server. In addition, you can also set up sync and authentication roles for your Server. For more information on the RU Server please refer to this page.

Hope that helps.

Hello Nijel and Aikatsu,

Thank you for your messages.

We already have the File Transfer mode in our wish list for the Viewer for Mac/Linux, so hopefully, it will be available in the next release which we plan to release within this month.
As for the Terminal mode - this connection mode will be implemented in our future releases of Viewer for Mac/Linux. However, I'll additionally forward this to our development department for a review.

Please let us know if you have other questions.

Hello Jules,

Thank you for your message.

SPT varies between 5655 and 443.
Am I right that this is saying that the router is blocking the inbound RU access?

This might be pointing at the fact that both outbound TCP ports 5655/443 are blocked. Please note that at least one of these ports must be opened for Remote Utilities to be able to connect to our intermediary servers. For more information on ports used by Remote Utilities please see this page.

I have played with port forwarding and port triggering settings, without any success. I also don't see how those settings would differentiate between wired and wireless. Any help would be really appreciated.

I've forwarded the issue along with the provided router firewall logs to our development department and asked for their input on this. However, please note that this rather seems to be a network administration issue and requires assistance from a network administrator.

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

Hello Kevin,

Thank you for your message.

How can we invite them if they don't have a licensed Viewer? Thanks.

Please note that despite its name, the Endpoint license key is applied in the Viewer just as well as the other license keys - for example. here is a quick guide on registering the program.
In this case, you can use our solution for spontaneous, attended support - Agent. Agent does not require installation and runs as an application under the current Windows user.
Alternatively, you can also provide the guest techs with a pre-registered copy of the Portable Viewer that stores all the files and configuration in a single folder.

Hope that helps.

Hello Laslo,

Thank you for your message.

Could you please let us know which version of Remote Utilities do you use? In case if you use version 6.10.10.0 or an older version, then please try updating your Remote Utilities installation to the latest 6.12 Beta 4 version as the issue might have already been fixed in the latest release.

The latest 6.12 Beta 4 version of Remote Utilities is available for download on this page.
When updating, please make sure to update both Host and Viewer to the same version in order to avoid the version mismatch that might lead to performance issues or some features not working.

Please let us know if the issue with the sound persists even after updating or if you already use the latest 6.12 Beta 4 version.

Looking forward to your reply.

Hello,

Thank you for your patience.

I've checked with our developers - the issue with the Numpad keys will certainly be fixed in the next update of the Viewer Beta version for Mac/Linux.
As for the second issue with connecting to remote Hosts from Viewer on Ubuntu - we hope to be able to implement a fix for this in the next Beta version update as well. Sorry for the inconvenience.

Please let us know if you have other questions.

Hello,

Thank you for your message.

Could you please make sure that you have the virtual printer installed on the remote Host machine - it can be installed during the Host installation process or later in the Host Settings -> Driver tab.

In case if the virtual printer is installed, then you should be able to see a printer called Remote Utilities printer in the Devices and Printers menu on the remote Host machine. For more information please also see this page on the remote printing feature.
If the virtual printer is not installed on the remote machine yet, please try installing it and see if this helps to resolve the issue.

Please let us know if you already have the virtual printer installed or if the issue persists after its installation.

Hello,

Thank you for your message.

I'd forwarded the issues to our development department and asked for their review on the issues. I'll get back to you soon with their reply.

Sorry for the inconvenience.

Hello Abdulla,

Thank you for your message.

We've updated the Beta version of Viewer for Mac/Linux and extended the free license period until April 1, 2021. Sorry for the inconvenience.

In order to continue using Viewer for Mac, please re-download the updated Beta version with an extended license period from this page.

Please let us know if you have more questions.

Hello Sam,

Thank you for your message.

This is to notify you that we've updated the Beta version of Viewer for Mac/Linux and extended the free license period until April 1, 2021. Sorry for the inconvenience.

In order to continue using Viewer for Mac, please re-download the updated Beta version with an extended license period from this page.

Please let us know if you have more questions.