Pauline's community posts

Hello George,

Thank you for your message.

Could you please try updating to the latest 6.12.2.0 Beta 2 version and see if the issue persists after the update? It might be that the issue was already resolved in the latest update. Please note that despite its name, the 6.12.2.0 Beta 2 version is a fully functional release as it only consists of bug fixes and improvements.
The latest 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 as the version mismatch might lead to performance issues or some features not working.

In addition, in case if the issue persists after updating to the latest version, please try deleting the contents of the following folder C:\Program Files (x86)\Remote Utilities - Host\Printer\Common and see if this helps to resolve the issue.

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

Hello Matthew,

Thank you for the update.

We had issues with excessive dropouts when using the beta2 viewer and 6.10 hosts. However, we have updated our self hosted server to beta2 and that has helped enormously. So currently, our overall configuration is Self Hosted Server 2.9B2, Viewer 6.10.10, Hosts 6.10.10.

Please note that it's not recommended to use Viewer and Host of different versions as the version mismatch might cause performance issues. Of course, we try to maintain as much backward compatibility as possible, but we cannot guarantee that it does not affect connection speed/performance.

With regard to the group policy, although I cannot rule out some sort of specific GP config creating the issue, if this is cause, then it is something we are replicating as we have faced this issue across about 10 different client sites, all with completely independent GP and AD implementations.

I've additionally checked on the issue with our developers and they confirmed that it's caused by some GPO settings. Unfortunately, this is something that you need to refer to your system administrator and ask them to further investigate the issue. Sorry for the inconvenience.

Please let us know if you have other questions.

Hello everyone,

This is to inform you that we've fixed the bug that was causing Viewer to freeze when launched on macOS Big Sur.

The latest version 1.0.6.q Beta 6 of Viewer for Mac with the implemented bug fix is available on this page.

However, please note that currently, there are some issues with the downloading button, we're currently working on fixing this. We will notify everyone in this thread once the issue is fixed and the updated Viewer for Mac is available for the download. We apologize for the inconvenience.

Once the above issue is fixed, please re-download the updated Beta version of Viewer for Mac and see if this helps to resolve the issue.

Please let us know if you have more questions.

Hello Jennifer,

Thank you for your message.

Could you please try enabling the Use legacy capture mode feature in the Host Settings -> Other tab and see if this helps to resolve the issue? Please make sure to restart the Host after enabling the feature in order for the changes to be applied.

In addition, here's a related KB article that might provide a helpful solution.

Finally, in case if you use version 6.10.10.0 or an older version of Remote Utilities, then please try updating to our latest 6.12.2.0 Beta 2 version as the issue might have been fixed in the latest update. Version 6.12.2.0 Beta 2 is available for download on this page. When updating, please make sure to update both Viewer and Host/Agent to the same version as the version mismatch might lead to performance issues or other features not working.

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

Hello Juan,

Thank you for your message.

Unfortunately, RU Security authentication method is yet to be implemented for mobile Viewer, Single password is the only method available for mobile Viewer. However, we plan to implement a full-fledged address book along with other authentication methods in our future updates for mobile Viewer. Unfortunately, we cannot provide any specific ETA on this. Sorry for the inconvenience.

Please let us know if you have other questions.

Hello Will,

Thank you for the provided log files.

I've examined the logs and noticed the following error entry:
Internet-ID: Unable to connect to ID server. Address: id.remoteutilities.com; Port: 443; Socket Error # 11002 (EIdSocketError)
As quoted from Windows Sockets Error Codes:
WSATRY_AGAIN
11002
Nonauthoritative host not found.
This is usually a temporary error during host name resolution and means that the local server did not receive a response from an authoritative server. A retry at some time later may be successful.

This error entry might be pointing at some connectivity issues with our servers at the Host end. Specifically, this could be caused (from our prior experience) not even by the Host computer itself but rather a network router through which the Host accesses the Internet.

Could you please, if possible, try connecting from the same Viewer to some other Host located in another network and see if the issue occurs in this scenario as well? This will help us to isolate the issue to see if it's caused by the unstable connectivity at the Host's side or if there might be some other reason.

Looking forward to your reply.

Hello Matthew,

Thank you for the detailed update.

My feeling is that it is something to do with the installer MSI itself, however, I am not an expert on the specifics of MSI files.

Unfortunately, this is unlikely to be the case, otherwise our community forum would be flooded with similar reports, it seems like the issue is rather caused by some specific GPO settings or only manifest itself in certain circumstances. I've forwarded the issue to our developers once again and asked for their input on this, just in case.

However, we plan to release an updated version of Remote Utilities very soon, perhaps there might be some improvements that can affect and reduce the issue. Meanwhile, you can also try installing our latest 6.12.2.0 Beta 2 version via GPO and see if the issue persists this way as well. The 6.12.2.0 Beta 2 version is available for download on this page.

I'll get back to you with an update on this soon.

Hello Jeffzacuto,

Thank you for your message.

We will test this out to see if we can reproduce the issue and get back to you with an update soon.

Sorry for the inconvenience.

Hello Jia Lin,

Thank you for your message.

Could you please clarify if you've chosen the Legacy Configurator option on the first step of the configuration process? If this is the case, then this warning might be displayed because the downloaded file is not signed with our digital signature. Could you please try configuring a new installation package and selecting the Online Configurator option instead and see if this helps to resolve the issue?

Hope that helps.

Hello Matthew and Ondrej,

Could you please let us know if it's possible to install Host on at least one of the remote machines where the issue occurs using the Remote Install Tool or by just running the Host installation file?

In case if this is possible, then I'm afraid that it seems to be a network administration issue and we cannot assist in resolving this kind of issues as it's beyond the scope of our technical support. If this is the case, then please try contacting your system administrator and ask them to take a look at the issue? Namely, please ask them to check the mapping in the AD, as it might be something that's causing the issue.
In case if the issue occurs when using the above methods as well, please let us know.

Hope that helps.