Pauline's community posts

Hello Richard,

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

Could you please let us know what exactly was changed in the firewall settings or if it was just disabling/enabling the firewall that helped to resolve the issue?
It seems that we've managed to reproduce the issue - it was already forwarded to our developers, so they could investigate it further, but it would be helpful if you could provide this additional information.

Looking forward to your reply.

Hello Aaron,

I'm glad to hear we were able to help and it works for you now!

Please feel free to post another message on our Community Forum if you have other questions.

Hello Aaron,

Thank you for your message.

Could you please clarify if the issue persists when using the latest 6.12.2.0 (Beta 2) version of Remote Utilities as well? If this is the case, then could you please provide a few screenshots or, perhaps, even a short video of the issue (please use version 6.12.2.0 - you can use Agent and Portable Viewer of the latest version if you don't want to update your primary installation). You can send the video/screenshots to support@remoteutilities.com.

Looking forward to your reply.

Hello Glyn,

Thank you for your message.

We will be extensively testing this to see what can be done in order to resolve the issue. We'll keep you and Richard updated on the issue. Sorry for the inconvenience.

Please let us know if you have more questions.

Hello Tibor,

Thank you for your message.

In this scenario, you need to scan the QR-code via the 2FA app during the configuration process, i.e. on the Host settings configuration, you need to navigate to the 2-step verification tab in the Host Settings window and scan the QR-code, so this way the QR-code is added to your 2FA app.

After the Host is installed from the configured MSI installation package, your techs can access the QR-code in the Host settings -> 2-step verification tab -> Show Code - this way they can scan the QR-code, so it's added to their 2fa apps and they can authenticate from their Viewers.
Alternatively, you can also save the QR-code during the configuration process (e.g. by taking a screenshot of it) and then send it to your techs, so they can simply add the QR-code to their 2fa apps and logon to the remote Host from their Viewers.  

Please note that in the case when the 2FA is enabled during the configuration process for a custom installation package, then the QR-code will be the same for all the Hosts that are installed using this installation package.

Hope that helps.

Hello Richard,

Thank you for your message.

Could you please clarify if the issue occurs when connecting to only one specific remote Host or to multiple Hosts?

In addition, could you please clarify what version of Viewer for Mac is used? In case if you use version 1.0.4.q Beta 4 or an earlier Beta version, please note that their free license period has expired. In this case, please try updating to the most recent Beta version of Viewer for Mac - as of this writing it's a version 1.0.5.q Beta 5, it was released on October 1, 2020, and see if this helps to resolve the issue.
Version 1.0.5.q Beta 5 of Viewer for Mac is available for the download on this page.

Please let us know if you already use the latest version of Viewer for Mac or if the issue persists even after the update.

Hello Cody,

Of course. In addition, I've noticed on the screenshot that you use the version 2.8.2.0 of the RU Server and, perhaps, the 6.10.10.0 version of Viewer and Hosts.
As an additional measure in order to improve the connection speed and performance, please try updating to the most recent 6.12.2.0 (Beta 2) version (version 2.9.5.0 (Beta 2) for the RU Server) as it contains multiple bug fixes and improvements.

The 6.12.2.0. (Beta 2) of Viewer and Host/Agent and 2.9.5.0 (Beta 2) version of RU Server are available for the download on this page.
When updating Remote Utilities please make sure to update all modules of Remote Utilities to the same version as the version mismatch might also lead to performance issues and some features not working.

Please let us know if you have other questions.

Hello Lim Eng,

Thank you for your message.

Before we can proceed to further troubleshooting, please try referring to this troubleshooting KB tutorial that might provide a helpful solution and help you in resolving the issue.

In addition, please try updating your Remote Utilities installation to the latest 6.12 Beta 2 version as the issue you're encountering on the remote Host machine might have already been resolved in the latest release.
The 6.12 Beta 2 version is available for the download on this page.
When updating please make sure to update both Viewer and Host/Agent as the version mismatch might cause performance issues and some features not working.

In case if the solutions above did not help and the issue persists even after updating to the latest 6.12 Beta 2 version, please feel free to send us the Host logs for examination. You can send the log files to support@remoteutilities.com. Please do not publish the log files on the forum as they're considered to be personal information.

Hope that helps.

Hello Chris,

Of course, please feel free to let us know if there are any updates on the issue or in case if you have other questions.

We're happy to help!

Hello Milad,

Thank you for your message.

We are sorry to hear that your servers have been hacked. Remote Utilities is legitimate software for remote access and remote support. Any illegitimate/malicious use of the software (including its modification, reverse engineering, "cracking" etc.) is prohibited by our EULA. Besides, in many countries, such use of computer technology is a criminal offense punishable by law.

In case if you believe that someone got unauthorized access to your computer you should contact your nearest police department and let them know about the case. We can provide server logs (information that contains the originating IP address which is stored on our servers). However, please note that the logs can be only provided if there's a direct request from the police. Here is an excerpt from our Privacy Policy:

Government and law enforcement agencies

We may also share information to (i) satisfy any applicable law, regulation, legal process, or governmental request; (ii) enforce this Privacy Policy and our Terms of Service, including investigation of potential violations hereof; (iii) detect, prevent, or otherwise address fraud, security, or technical issues; (iv) respond to your requests; or (v) protect our rights, property or safety, our users and the public. This includes exchanging information with other companies and organizations for fraud protection and spam/malware prevention.

Please let us know if you have any questions.