Pauline's community posts

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.

Hello Yann,

Thank you for your message.

I therefore upgraded from the 6.10.10 version to the beta 6.12.2b2, but it still shows 'Upgrade required'.

This is actually expected behavior as it is a newer beta version of Remote Utilities. In our future updates, we'll make the program update Hosts' version information immediately during the online status check without the user having to log in on the Hosts at all. Could you please let me know if you've logged on to the remote Host after updating it?

I also lost connection during the update and had to complete it manually on the remote machine.

Perhaps, the disconnect occurred due to the remote Host service being restarted after the update (which is required). Could you please confirm if you've waited for approximately 10-15 seconds for the remote Host service to restart before trying to reconnect to the Host?

Looking forward to your reply.

Hello Greg,

Thank you for the update on this.

Once I reconnect to remote system, I can confirm the actions taken *after* RU reported the connection had dropped were indeed performed on the remote system.
To me this suggests it's not so much a case of the remote system has disconnected, but that something (other than the host or the viewer) has *decided* the remote system has disconnected.

Unfortunately, we couldn't reproduce the issue. Could you please record a short video of the issue and send it to us to support@remoteutilities.com?

In addition, could you please clarify which exact version of Remote Utilities do you use? If it's the version 6.10.10.0 or an older version, then could you please try updating to the latest 6.12.2.0 (Beta 2) version and see if the issue with the disconnects persists? In the 6.12 Beta 2 release, we've implemented multiple bug fixes and improvements, so it's best to try updating first as the issue might have already been resolved in this update. The full list of Release notes is available on this page.
Version 6.12.2.0 (Beta 2) is available for the download on this page.
When updating Remote Utilities, please make sure to update both Host and Viewer (as well as the RU Server in case if you use it) as the version mismatch might lead to performance issues or some features not working.

Please let us know if the issue persists after updating to the 6.12.2.0 version.