Pauline's community posts

Hello Chaim,

Thank you for the clarification.

The issue might be caused by outdated security protocols (namely TLS 1.0 and TLS 1.1) which are no longer supported by the configuration server. Before we proceed to further troubleshooting, could you please try enabling TLS 1.2 support on your Viewer machine? Here's a related KB article that provides step-by-step guides on how to enable TLS 1.2 support: https://www.remoteutilities.com/support/kb/msi-configurator-can-t-connect-to-server-on-windows-7/

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

Hello Marco,

Thank you for your message.

I'll forward your feature suggestion to our development department for a review to see if it can be added in our future updates.

Please let me know if you have more questions.

Hello Chaim,

Thank you for your message.

Unfortunately, we couldn't reproduce the issue - the MSI Configurator works as expected when used on Windows7.
Could you please clarify what version of Remote Utilities do you use? In addition, could you please let me know if there's any antivirus software installed on this machine?

Looking forward to your reply.

Hello Darren,

I'm glad to hear I was able to help!

This is a known issue that is caused by a blank screen mechanism specific features. Unfortunately, the "driver method" is outdated and soon won't be supported by Windows at all. Besides, the new method is more versatile - namely, it works on laptops without blocking out the brightness controls (whereas the driver method has such a problem).

Unfortunately, there are some downsides like the degraded colors when the blank remote screen feature is enabled. However, we'll see how we can improve the feature in our future updates.

Sorry for the inconvenience.

Hello Darren,

Thank you for your message.

Am I right in assuming that you use the 6.10.10.0 version of Remote Utilities? If this is the case, then could you please try updating your installation to the most recent 6.12 Beta 2 version and see if the blank screen option works for the external monitor this way and if you're able to see the custom text? In the 6.12 Beta 2 version, we have implemented a new blank remote screen mechanism that completely replaced the old driver-based mechanism and which allows adding a custom text to the remote screen when it is blanked. For more information on the release notes please see this page.

When updating Remote Utilities, please make sure to update both Viewer and Host/Agent (as well as the RU Server if used) as the version mismatch might lead to performance issues and some features not working. The 6.12 Beta 2 version is available for the download on this page.

Please let us know if the issue persists even after updating to the 6.12 Beta 2 version.

Hello Glenn,

Thank you for your message.

Am I right in assuming that you're trying to connect to the same Host from another WiFi network using Direct connection? If this is the case, then could you please try connecting to this remote Host using the Internet-ID connection method? Here's a step-by-step guide on how to establish the Internet-ID connection.

In case if you're already trying to connect using the Internet-ID connection or in case if you're connecting using the Direct connection (if your remote Host machine is available by its external IP address), please try referring to these troubleshooting guides first:
This one if you're having issues using Internet-ID connection.
Or this one if you're trying to connect to the remote Host machine which is available by its external IP address using Direct connection.

Please let us know if the solutions provided in the troubleshooting guides above did not help and the issue still persists.

Hello Alan,

Thank you for your message.

I HAVE the key, but need to "reapply it" I guess. RU appears like this lost it's settings. The 3 client PC are all still showing up, but now no licence :( is showing, NOR can I apply it.
I thought I saw some posts out here once of how to fix the XML files, but can't find the posts.

Perhaps, the Viewer configuration file was somehow corrupted by some antivirus or firewall software.
Please, try the following:
1. Fully exit the Viewer File -> Exit.
2. Locate the file config_4.xml in the C:\Users\[Your_username]\AppData\Roaming\Remote Utilities Files\ folder.
Please note that the AppData folder might be hidden by default in which case you need to enable "Hidden files and folders" in Windows Explorer settings.
3. Remove the config_4.xml file from that folder.
This will reset the Viewer settings. Your address books won't be affected by this action.
4. Run the Viewer and try registering it with your license key again.

--- The one remote W-7 PC will not remember the PC no matter what I do. Every time I connect, I must reissue the PW.

Could you please clarify if you have the Save password feature enabled in the Connection properties on the Security tab? If no, then please try enabling the feature and see if this helps to resolve the issue.
In case, if the password for this remote Host machine was already saved in your Viewer, then the issue might be occurring in case if the address book's file was somehow corrupted. Please try the following:
1. Locate the connections_4.xml file in the C:\Users\[Your_username]\AppData\Roaming\Remote Utilities Files\ folder and copy it to a different location. Alternatively, you can also manually export any address book by selecting the address book in the left pane, then clicking Manage ➝ Manual export on the Viewer's ribbon toolbar:

2. After exporting the address book, please erase the contents of the C:\Users\[Your_username]\AppData\Roaming\Remote Utilities Files\ folder.
3. Manually import the address book as described in this step-by-step guide and see if it helps to resolve the issue.

FYI --- One PC on my LAN I wrote about earlier -->> I've still got that one PC that won't start the service about half the time for some reason after a cold reboot. I've reinstalled without avail. Still, not urgent since I can first connect via VNC when local.

Could you please clarify if the remote Host machine is running on Windows 8/10 OS? If this is the case, could you please double-check if you have the Turn on fast startup feature disabled as described in this troubleshooting guide?
In addition, please make sure that the Host installation folder is added to the antivirus/firewall software exception list. For more information please see this page.
Finally, if the solutions above did not help, please try to completely uninstall Host, including erasing all the Host settings as described in this uninstallation tutorial. Then restart the remote Host machine and re-install the Host again.

Please let us know if the solutions above did not help and issues persist.

Hello James,

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

Please feel free to post another message if you have more questions. We're happy to assist.

Hello James,

Thank you for the clarification.

Could you please try enabling the Use legacy capture mode checkbox in the Host settings -> Other tab and see if it helps to resolve the issue? Please make sure to restart the Host after enabling the checkbox as well.

Looking forward to your reply.

Hello John,

Thank you for the clarification.

In the logs you've attached in your previous message, I've noticed the following error: Socket Error # 10061
Connection refused. According to the Windows Sockets Error Codes, this error means that no connection could be made because the target computer actively refused it.

"With OUT changing to any properties and even with out changing the Internet ID, swithing from my custom server to your default server, i get a connection to my Host and its working fine!"
I have done that on Host PC and Viewer (Address Book)

In case if the Host is listed on the Server's Idle tab, then it means that the Host is able to connect to the Server correctly. However, if you're able to connect to the remote Host using our public server without changing the settings, then it might mean that some settings specifying the server's address are missing and our default public server is used. Could you please double-check the following:
1) Your custom server's address is specified in the Host settings -> Internet-ID settings and your settings look similar to the screenshot below:

2) The custom server is specified in Viewer, in the connection properties for this specific Host:


Looking forward to your reply.