Pauline's community posts

Hello Lukasz,

Thank you for your message.

The issue might be caused by DNS resolution problems that occur on any side of the connection or, perhaps, access to our ID servers was blacklisted mistakenly on the ISP level.

Could you please try flushing the DNS cache by executing the following command in the command-line interface:

ipconfig /flushdns

In addition, please try setting your DNS servers to Google Public DNS servers instead of your ISPs in your TCP/IP properties and see if this helps to resolve the issue.

In case if the solutions above did not help to resolve the issue, please feel free to send us the Host log files for examination. The Host logs can be located in the following folder: C:\Program Files (x86)\Remote Utilities - Host\Logs\. You can send the log files to [email protected].

Looking forward to your reply.

Hello Andreas,

I'm glad to hear you've figured out the issue and it works for you now!

Please feel free to post another message in case if you have more questions or need further assistance.

Hello Andreas,

Thank you for the clarification.

Could you please clarify if by the "Quick Support" you mean Agent? If this is the case, then could you please also let me know what version of Remote Utilities is used? In case if it's version 6.10.10.0 or older, please try updating Remote Utilities to the latest available version 6.12.2.0 Beta 2 (please note that despite its name, it's still a fully functioning version as it only contains bug fixes and improvements).
The 6.12.2.0. Beta 2 version is available for the download on this page. When updating please make sure to update both Host and Viewer in order to avoid version mismatch which can lead to performance issues or some features not working.

In addition, please try referring to this KB troubleshooting guide that covers the most common issues that affect Internet-ID connection.

In case if the solutions above did not help, please feel free to send us the Host log files for examination. The Host logs can be located in the following folder: C:\Program Files (x86)\Remote Utilities - Host\Logs\. You can send the log files to [email protected].

Looking forward to your reply.

Hello Ricky,

Thank you for your message.

This is a known issue that occurs on Android devices running on the latest Android 11 OS. Our development department is currently working on reproducing the issue and rebuilding the Viewer app for the Android to eliminate the issue.
Unfortunately, there's no specific ETA on this fix, but we will make sure to notify all of our customers as soon as the issue is fixed and the updated build of Viewer for Android is released. Sorry for the inconvenience.

Please let us know if you have other questions.

Hello Sonny,

Thank you for your message.

Before we proceed to further troubleshooting, please try updating your Remote Utilities installations to the latest version as the issue might have already been resolved in the latest release. As of this writing, the latest version is 6.12.2.0 Beta 2. Please note that despite its name it's a fully functional release as it only contains bug fixes and improvements. The 6.12.2.0 Beta 2 version is available for the download on this page. When updating Remote Utilities please make sure to update both Host and Viewer to the same version as the version mismatch might lead to performance issues and some features not working.

In addition, please note that the 9-digit format of the Internet-ID code was used in much older versions of Remote Utilities and was replaced with a 12-digit Internet-code since version 6.6.0.2 in order to eliminate possible duplication issues and improve overall stability. However, 9-digit IDs are also supported for backward compatibility which means that you can still connect to older Host installations from newly updated Viewer. However, please note that we highly recommend that our users keep their installations up to date.

Finally, please try referring to this troubleshooting KB guide that provides solutions for the most common issues that might be preventing you from establishing Internet-ID connection and see if any of the provided solutions help to resolve the issue.

Please let us know if the solutions above did not help and the issue persists.

Hello Andreas,

Thank you for your message.

Am I right in assuming that you're trying to connect to the remote Host using Internet-ID connection? If this is the case, then please note that Internet-ID connection requires outbound TCP ports 5655 or 443 to be opened. In addition, please note that in case if you use self-hosted RU Server instead of our public servers, you can use custom port values. For more information please see this page.

In addition, please make sure that you added the following directory of the Host installation folder to the firewall exception list: C:\Program Files (x86)\Remote Utilities - Host\*. Please note that in some cases, some files in the Host installation folder might have been somehow corrupted/removed by the firewall/antivirus software activity, therefore, you might need to try performing a complete uninstallation of the Host as described here and then reinstall it from scratch and add to the exception list right away.

Finally, we highly recommend that you contact the Sophos firewall support or submit a false positive report as this will definitely help to speed up the resolution of the issue, since the issue is reported by their customer. We will additionally contact Sophos as well and ask them to look into the issue. However, please note that our assistance in resolving firewall/antivirus software related issues is limited. Unfortunately, we do not have direct control over how Remote Utilities is treated by third-party security software.

I'll get back to you in this thread in case if we receive any updates/reply on the issue from the Sophos team.

Hello Márcio,

Thank you for the clarification.

I'm glad to hear it works for you now. However, I'll forward this issue to our developers for a review to see if we can reproduce it and implement a fix in our future updates.

Please let us know if you have other questions.

Hello Márcio,

Thank you. We've received your email.

I've reviewed the screenshots and I see on the screenshot with the Full Control window that both Display 1 and Display 2 are listed in the dropdown menu for the Remote Monitor switch. Could you please clarify if anything happens if you sel ect Display 2 or the Entire desktop options fr om the list?

Looking forward to your reply.

Hello Márcio,

Thank you for the update.

Do you mean that the both remote monitors were displayed at the same time (as if the "Entire desktop" option was selected) when the Remote Monitor switch button showed the Monitor #1 option as selected or do you mean that it was the only monitor available in the list?

Could you please send us a screenshot of the issue along with with the following specifications of your local and remote machines: OS running on the machines, installed graphics cards and all of the monitor resolutions of both local and remote monitors. I will forward this issue to our development department for further examination.
You can send the screenshot and the rest of the requested details to [email protected], you can also blur/hide any sensitive information if such is present on the screenshot.

Looking forward to your reply.

Hello Márcio,

Thank you for your clarification.

We've removed the account that was created automatically when signing in via Google. You should receive only one notification email from now on.

Hope that helps.