Pauline's community posts

Hello Paul,

I'm glad to hear we were able to help and thank you for bringing this issue to our attention.

We've contacted both CloudFlare and Quad9 and requested them to whitelist id.remoteutilities.com and reported the issue to our development department as well. Hopefully, this would be resolved soon.

It would be very helpful if you could contact them as well, as their customer, and report on the issue. We believe they would take reports from their customers into consideration much faster.

Please let us know if you have more questions.

Hello Paul,

Thank you for your message.

Our servers are up and running and there haven't been any downtimes long ago. id.remoteutilities.com is our public ID servers' DNS name that is used for Internet-ID connections.
As you've noticed, this might point to some issues with DNS resolution on any sides of the connection or, perhaps, access to our 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.

Hope that helps.

Hello Greg,

Of course, please feel free to update us on the issue anytime.

In addition, you can also provide us Host log files along with the video for examination. Perhaps, there's something in the log files that might help to identify the problem.
Host logs files can be located in the following directory: C:\Program Files (x86)\Remote Utilities - Host\Logs\. You can send the log files and the video to support@remoteutilities.com.

Please let us know if you have more questions.

Hello Brandon,

Thank you for your message.

Actually, we have already released a Beta version of Viewer for Mac. As of this writing, it's version 1.0.4.q Beta 4 which is available for the download on this page.
Here's a list of features that are already available in the most recent Beta version of Viewer for Mac and a thread where our users can provide your feedback or bug reports: https://www.remoteutilities.com/support/forums/forum11/1399-viewer-for-mac-and-linux-_-beta-testing

As for the Host/Agent for Mac/Linux - we plan to release it this year, but, unfortunately, we cannot provide a more specific ETA on it yet. Hopefully, we will be able to release the first beta in a few months.
However, we will make sure to notify all our users when Host/Agent for Mac/Linux is released. Sorry to keep you waiting.

Please let us know if you have more questions.

Hello,

Sorry for the late reply, it appears we somehow missed your message here.

However, please note that we've previously replied to your question here: https://www.remoteutilities.com/support/forums/forum11/1399-viewer-for-mac-and-linux-_-beta-testing?PAGEN_1=2

Please let us know if you have more questions.

Hello,

Thank you for your message.

This error might mean that admin$ (admin share) is not allowed on the remote machine or you don't have access to it.
In addition, this error might also be caused by the fact that the disc Z is mapped on the Viewer computer and, therefore, is not available. Please make sure that the Z drive/letter on your Viewer PC is empty and available because the program uses that drive temporarily for the installation/upgrade process.

Hope that helps.

Hello Rob,

Thank you for your message.

We plan to release Host for Mac/Linux this year, but, unfortunately, we cannot provide a more specific ETA on it yet. However, we will certainly notify all our users when Host/Agent for Mac/Linux is released. Sorry for keeping you waiting.

Please let us know if you have more questions.

Hello Yann,

Thank you for your message.

I checked with our developers and they confirmed that the "update is required"  displaying in Viewer for the latest 6.12 Beta 2 version is expected behavior. Sorry for the inconvenience.

I face some disconnections after a bit of inactivity on the host (I connect through Internet-ID not direct IP, I'm on the same local network). It happened several times that when re-connecting I had some crashes from the viewer.

In case if your Viewer and Host are on the same LAN, then please note that it's recommended to use Direct connection as it's always more stable and faster than the Internet-ID connection. In addition, please note that even if you use Internet-ID connection, but there's a direct route available between Viewer and Host then it will be used automatically because of the direct route detection mechanism implemented in the program.
As for the disconnects please try referring to this troubleshooting guide to see if any of the solutions listed there help to resolve the issue. Namely, we'd recommend that you check if there is any antivirus/firewall software installed on the remote Host machine that might be blocking ports/Remote Utilities. If this might be the case, then please try whitelisting Remote Utilities as described in this guide.
In addition, in case if the solutions above did not help, please feel free to send us Host connection log files for examination. You can send the logs to support@remoteutilities.com.

Hope that helps.

Hello Steven,

Thank you for the clarification.

Could you please confirm if the following applies:
1. Your Host and Viewer are not on the same LAN/VPN and you use Internet-ID connection.
2. However, Internet-ID connection only works when AnyConnect VPN is disabled.
If this is the case, then this might be caused by AnyConnect software blocking access to our server for your remote Host.
Unfortunately, this seems to be a network administration/third-party software related issue. According to our Support Policy, we cannot assist you in resolving such issues. Please try referring to your network administrator and request them to whitelist id.remoteutilities.com.

Hope that helps.

Hello Peter,

Thank you for your message.

The beta version of the Viewer for Mac/Linux is freely available and doesn't require registration with a license key. We've updated the Viewer distributive and extended the license until October 1, 2020.
Please update your Viewer to the latest 1.0.4.q Beta 4. The latest version is available for download on this page.

Hope that helps.