Pauline's community posts

Hello everyone,

Thank you for your patience.

According to our preliminary data, the connectivity issue might be caused by a DDoS attack. We're currently taking all necessary defensive measures to neutralize the attack.
Some minor connectivity issues might temporarily occur in the nearest time, however, we're doing our best to eliminate the issue as soon as possible, so the connectivity with our public servers goes back to normal.

We apologize for the inconvenience and for the possible additional connectivity issues that might be occurring.

Please let us know if you have other questions.

Hello everyone,

We apologize for the inconvenience once again. We're currently investigating the issue along with our datacenter's team and hope to fix it as soon as possible.

We'll let you know as soon as there are any updates on this issue.

Hello everyone,

Thank you for letting us know.

We're currently investigating what might be causing the issue. I'll keep you updated on the issue and let you know as soon as there are any updates on this.

Sorry for the inconvenience.

Hello Martin,

Thank you for your message.

I've forwarded this issue to our development department and asked them to look into this as soon as possible. I'll get back to you soon with their reply and keep you updated on the issue.

Sorry for the inconvenience.

Hello Danyael,

Thank you for your message.

Before we can proceed to further troubleshooting, please try referring to this KB guide that provides solutions for the most common issues that might affect Internet-ID connectivity and cause similar issues and see if any solution from the list helps.

In case if the solutions above did not help to resolve the issue, then please feel free to send us the Host logs for examination. The Host logs are located in the following directory:
C:\Program Files (x86)\Remote Utilities - Host\Logs\
You can send the log files to support@remoteutilities.com. Please do not publish the logs on the forum as they are considered to be personal information.

Looking forward to your reply.

Hello Brant,

I'm glad to hear we were able to help!

Of course, you can send us your old email address to support@remoteutilities.com.

Please let us know if you have other questions.

Hello Brant,

Thank you for your message.

This occurs since the license key is associated with the email address it was generated for, rather than the email address in the account on our website. In case if you will not have access to your old email address anymore, you can simply generate a new license key that will be associated with your new email address using the Free License Key generator. As for your old license key - we will block the old key on our side, so it won't be active anymore.
This way, you will have only one license key associated with your active email and this will not violate our EULA.

Hope that helps.

Hello Marco,

Thank you for your message.

Unfortunately, mobile Viewer currently provides very limited functionality only. We already have the improved version of the mobile Viewer app that will be more efficient to use in development but, unfortunately, we cannot provide any specific ETA on its release yet. Sorry for the inconvenience.

Please let us know if you have other questions.

Hello Marco,

Thank you for your message.

The improved mobile Viewer app with the full-fledged address book is still in development. Unfortunately, we cannot provide a more specific ETA on this update yet. However, we'll make sure to notify our users once it's available. Sorry for keeping you waiting.

Please let us know if you have other questions.

Hello John,

Thank you for letting us know!

We currently continue to monitor our servers. We'll keep you and other users in this thread updated on the issue and will let you know if there are any updates on the issue.

Sorry for the inconvenience.