Pauline's community posts

Hello Kevin,

Thank you for your message.

This might mean that there are connectivity issues on the Viewer's side, I.e. perhaps your Viewer machine cannot connect to our Internet-ID servers, since you've mentioned that when Viewer machine is switched to another network Hosts are online. This might be caused by various factors - for example, please make sure that the DNS name id.remoteutilities.com resolves to an IP address properly on the Viewer's side and it's not blocked by your ISP (it might have been blacklisted by mistake).

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.

Finally, please try referring to this Internet-ID connection troubleshooting guide that provides solutions for the most common factor that might cause connectivity issues.

Hope that helps.

Hello Philip,

Thank you for your message.

Yes, unfortunately, the Beta version of Viewer for Mac/Linux has limited functionality and more features will be added at later stages, including the Remote Printing feature. You can see the full list of available features that have been included in the most recent Beta in the first post on this page.

However, please note that we plan to release an updated version of Viewer for Mac/Linux in a few months and we will make sure to update the list of available features as soon as they're implemented. Sorry for the inconvenience.

Please let us know if you have other questions.

Hello Lim Eng,

Thank you for your message.

The issue might be occurring in case if the phone with the authenticator app is out of sync with the Host PC or in case if there's a wrong token stored on the remote Host machine. Please try referring to this KB 2FA troubleshooting tutorial and see if the provided solutions help to resolve the issue.

Hope that helps.

Hello Mark,

Of course, we're happy to help!

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

Hello Thomas,

Thank you for the clarification.

Could you please try enabling the Use legacy capture mode feature in the Settings for Host -> Other tab and see if this helps to resolve the issue with the blank screen?

In addition, please clarify if by the latest version of Remote Utilities you mean the latest stable release, i.e. 6.10.10.0 version or our latest 6.12.2.0. Beta 2 version? In case if you mean the former, then please try using the 6.12.2.0 Beta 2 version instead - there was a known issue with some keys not being captured on the remote machine that was fixed in the latest 6.12.2.0 version, so, perhaps it might help with the Host running on Wine as well.
The 6.12.2.0 Beta 2 version is available for the download on this page. Please make sure to use both Viewer and Host of the same version as the version mismatch might lead to performance issues or some features not working.

In addition, please note that our assistance with Host running on Wine is very limited as it's meant for Windows and, according to our Support Policy, unfortunately, we cannot assist in resolving issues with third-party software as it's beyond the scope of our technical support. In case if the above solutions do not help to resolve the issue, please consider referring to Wine documentation or support service, perhaps they can provide a helpful solution.
However, we also have our Host for Mac/Linux systems which is currently in development. Unfortunately, we cannot provide a more specific ETA on its release yet.

Hope that helps.

Hello Thomas,

Thank you for your message.

Could you please elaborate a bit more on what do you mean by "cannot take Full Control of the Mint machine"? For example, if you have issues connecting to the remote machine or if you can connect but cannot control the remote machine, etc.
In addition, please make sure that you use the latest version of Wine available and try updating it, if necessary.

Looking forward to your reply.

Hello Sai,

Thank you for your message.

Could you please clarify if you're connecting to the remote Host machine using the Full Control mode? If this is the case, please double-check if the Full Control icon is enabled on the Toolbar:


In addition, please double-check if the Full Control connection mode is allowed in the Host Settings -> Modes tab. In case if the Full Control checkbox is disabled, please enable it and make sure to restart the Host in order for the changes to be applied.

Hope that helps.

Hello Mark,

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

I assume all hosts would need upgrading if the viewer is upgraded? Also, does this upgrade keep all settings and configured connectons so it's just a simple install of the beta2 host and viewer versions?

We recommend to always update Viewer first and then update Hosts, but in small groups (or try updating 1-2 Hosts prior to updating the rest of them), rather than all of them at once.
Yes, it's advised to update all of the Hosts to the same version as Viewer to avoid version mismatch - we still provide as much backward compatibility as possible, however some of the features (especially new features or bug fixes) might not work as expected.

Regardless of the update method you choose, Host's settings from the previous installation are always saved and carried over to the updated installation (unless you use Advanced Update method along with a custom MSI installation file). Viewer's settings and connections in the address books are always carried over to the updated version as well (unless you explicitly remove them from your system as described in our complete uninstallation tutorial).
For more information please see our guide on updating Remote Utilities.

Hope that helps.

Hello Ondrej,

Thank you for your message.

Could you please clarify if there's any antivirus/firewall software installed on the remote Host machines where the issue occurs? If this is the case, then could you please try adding the Host installation folder C:\Program Files(x86)\Remote Utilities - Host\ to the antivirus/firewall software exception list? Please note that in case if the service is missing on the machine after installation, you might need to completely uninstall the Host and then reinstall it from scratch.

In addition, could you please let us know which version of Remote Utilities you're trying to install? In case if it's version 6.10.10.0 or even an older version, then please try configuring a custom MSI installation file and installing Hosts using the latest 6.12.2.0 Beta 2 version as the issue might have already been resolved in this version.
The 6.12.2.0 Beta 2 version is available for the download on this page. Please make sure to use Viewer and Host/Agent of the same version as the version mismatch might lead to performance issues or some features not working.

Please let us know if the solutions above did not help and the issue persists even when using the latest version of Remote Utilities.

Hello,

Thank you for your message.

Yes, you can absolutely customize the Agent module via our MSI Configurator Tool and specify your custom RU Server as the relay server Agent will use during the configuration process.

In order to do so, you can follow this tutorial on configuring Agent, but on Step 3: Advanced options, make sure to select Specify custom Internet-ID server instead of the default one and proceed to further specify your Server's address:


In addition, if you've previously already run Agent that was using our default servers on any of the remote machines, you can enable the When updating existing Hosts, overwrite their Internet-ID server address with the specified address checkbox - this will make sure that when you run the customized Agent, its settings will be updated, so it will use the correct server.

Hope that helps.