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.