Pauline's community posts

Hello Gaz,

I'm glad to hear you were able to figure out the issue and it works for you now!

I have been shunted to a Trial version and when I enter my license key and press add it instantly vanishes and doesnt get added
Any ideas appreciated as cant work without access!

Such issues are usually caused by the Viewer's configuration file config_4.xml being somehow damaged or corrupted. Deleting the config file is the most common solution since this resets the settings and allows Viewer to create a new configuration file automatically.

Please let us know if you have more questions.

Hello Gaz,

Thank you for your message.

Could you please let us know what 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 to avoid the version mismatch that might lead to performance issues or some features not working.

In case if the issue persists even after updating or if you already use the latest 6.12 Beta 4 version, please let us know, we will test this issue out to see if we can reproduce it.

Looking forward to your reply.

Hello William,

Thank you for your message.

I was wondering if the feature is implemented but the UI screen for editing shortcuts is not included yet? In that case I can edit the XML config files files (Users/{username}/Library/Application Support/Remote Utilities Viewer [/config.xml or /address_books/general_ab.xml]). But I need to know the <tag names> to insert.

Yes, unfortunately, the Beta version has limited functionality and more features will be added at later stages. The full list of currently implemented features is available here.
Please note that Remote Utilities is provided on an "as is" basis and, unfortunately, we cannot provide tag names. Moreover, please note that editing configuration files might violate our EULA.

If you respond to this message I'll buy a license as I don't believe in free support. Thanks, Wm

Our technical support is free for all support levels, including Free License users. For more information please refer to our Support Policy.

If you don't plan on adding shortcut customization to the Mac viewer in the short term, I would be just as happy to have an option to disable all remote-viewer shortcuts.

Thank you for the suggestion. I'll forward this feature request to our development department for a review to see if we can implement it in our future updates.

Hope that helps.

Hello Klaus,

Thank you for your message.

Yes, we've identified that the issue with tabs occurs in all other localizations, except for the English version. I've already forwarded the issue to our development department, so this should be fixed in our next update. Meanwhile, as a temporary workaround please try using the IP-filter feature in the English version of Host. Sorry for the inconvenience.

We'll notify you once the update with the implemented fix is available.

Hello Klaus,

Thank you for letting us know!

We were able to reproduce the issue when using Host in the German language. I'll forward the issue to our developers, so we can implement the fix for this in our future updates.

I also tried to install an english version of the host, but I always end up with a german version.

This occurs since the new installation of Host picks up the settings of the previous Host installation. Please try uninstalling Host following this complete uninstallation guide, including deleting the Host's registry key where Host settings are stored. Then try re-installing Host from scratch once again and see if this time you can install an English version of it.
In addition, please try simply switching Host to English version without re-installing it and then restarting Host- this might restore the two separate tabs for "Black list" and "White list".

Hope that helps.

Hello Gaz,

Thank you for the clarification.

My 2nd concern would be that whenever a product has "Beta" in its name I have a worry it will then need a further update to the Full version, problem being as I said rebooting the server is not an easy operation.

Of course, we understand this concern. Actually, we plan to release a stable version within a month from now. So, if possible, we suggest that you wait until the actual stable release and try updating after it's available.

Plus updating everyones PCs will take an age too.
Any plans to implement Auto-Updates that do not require reboots any any stage in the future?

Please note that we already offer automatic updates for Remote Utilities (for stable releases). You can update Viewer automatically - the user only needs to initiate the process. For more information please see this updating guide.
As for the Hosts, you can automatically update them in two ways - Automatic update that can be remotely initialized from the Viewer or Advanced Update via the Remote Install Tool that allows you to update Hosts in an isolated network or update the Host settings as well.
However, please note that regardless of what update method you choose, it is advised to update Hosts in small groups, one group at a time.
As for updating the RU Server - I'll forward this suggestion to our development department for a review, to see if this can be added to our roadmap and implemented in future updates.

Hope that helps.

Hello Gaz,

Thank you for your message.

Yes, in the described scenario updating Remote Utilities to the latest 6.12 Beta 4 version (2.9 Beta 4 version for the RU Server) might help to resolve the issue since we've implemented a number of features that improve the connection performance in our latest Beta releases. Namely, for the RU Server, we've improved Viewer-to-RUServer and Host-to-RUServer authentication by making it TLS 1.2 based instead of RSA, which makes authentication on the server significantly faster. In addition, we've improved the reconnection mechanism for cases when the connection is interrupted, so the reconnecting is automatic. A full list of Release Notes is available on this page.

Please try updating your Remote Utilities to the latest 6.12 Beta 4 version (2.9 Beta 4 version for the RU Server) to see if this helps to resolve the connectivity issue.
The latest 6.12 Beta 4 version is available for download on this page.
However, please note that when updating Remote Utilities, we highly recommend that you make sure to update both Host/Agent and Viewer (as well as the RU Server) to the same version in order to avoid the version mismatch that might lead to performance issues or some features not working.
In this case, you can see if updating helps to fix the issue and eliminate disconnect by updating Viewer, RU Server, and one of the remote Hosts where the issue occurs (i.e. that is located outside of your company network). If this works, then you can safely proceed with updating the rest of the remote Hosts.

If so how do I update the RU Server version? and does the server need to be rebooted as part of an update?

You can simply download the latest 2.9 Beta 4 version of the RU Server and run it on the same machine where you already have the previous version of RU Server. Yes, we recommend rebooting after updating in order for the changes to be applied.

Hope that helps.

Hello Danyael,

Thank you for the provided logs! We've received your email and I'll forward the log files to our 2nd tier support for examination.

Meanwhile, in order to further isolate the issue, could you please try the following:
1. Please try connecting to Host/Agent located in a different network than the Host machine where the issue persists.
2. Please try updating your Remote Utilities to the latest 6.12 Beta 4 version to see if this helps to resolve the issue, as we've implemented a number of features that might improve connectivity in our latest Beta releases. A full list of Release Notes is available here.
The latest 6.12 Beta 4 version is available for download on this page.
When updating Remote Utilities, please make sure to update both Host/Agent 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 persists after updating Remote Utilities.

Hello Klaus,

Thank you for your message.

Could you please confirm if you're adding the entries to the IP-filters the following way?
1. Click Allow everyone, except, then press the Edit button to invoke the IP-filter window.
2. In the invoked IP-filter window navigate to the corresponding Black list tab and add the singe IP address entry or an IP range that you want to block from accessing the Host.
3. Click OK to apply changes.
The same process applies to the Deny everyone, except option and the corresponding White list tab. For example, please see the setup on the screenshots below:


In addition, in case if you already follow the procedure above but the issue persists, please try updating Remote Utilities to the latest 6.12 Beta 4 version and see if this helps to resolve the issue.
The latest 6.12 Beta 4 version is available for download on this page.
When updating Remote Utilities, 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.

Hope that helps.

Hello John,

Thank you for your suggestion.

As Mike correctly noted, we already provide such solution - it's RU Server that can be deployed in a completely isolated environment and makes your set up completely independent from our servers.

We actually already have a few video-tutorials published on our website (like the program registration tutorial here, for example) and we definitely plan to publish a series of videos that explain how to set up different program features, including the detailed tutorials on setting up the RU Server. Unfortunately, we cannot provide any specific ETA on the videos yet, but we will try to make them available as soon as possible.
However, we also have extensive Documentation on the RU Server in text format, you can find all information on how to set up the Server here. In addition, in the latest Beta versions of RU, we've implemented a number of features, such as Port Manager for the RU Server. You can find more information on these features in this blog post as well.

Mike, thank you for the input!

Hope that helps.