Pauline's community posts

Hello Tom,

Thank you for your message.

The Error 17: #5 usually means that your NTLM user does not have enough privileges. Please, make sure that you have local admin rights on that machine. In addition, please double-check that admin$ (admin share) is allowed on the remote machine and you have access to it.

Hope that helps.

Hello Thomas,

Thank you for the clarification.

Choosing Direct connection over Internet-ID does not work because some machines cannot be found by their name, and their IP addresses can change from time to time.

Please note that Direct connection can be only used in case if the remote Host machine can be addressed by its external IP address or hostname (DNS name). However, you can also establish a Direct connection over the Internet if you create a port forwarding rule in the router settings on the Host side. Please see this page for more information.

Using Internet-ID seemed like the most desirable method, but again, the connection status in the Viewer seems to change every time I look at it. It just keeps changing status, machines going offline and online again - unresponsive to launching a windows RDP session.

Please note that when using the RDP connection mode over the Internet, the RDP-over-ID feature is used automatically. In addition, please note that the RDP mode in Remote Utilities just launches the native Microsoft Remote Desktop Connection client from within Remote Utilities and connects to a remote computer using the standard RDP protocol.

In case if you're experiencing such connectivity issues using both Direct and Internet-ID connection as well as when using RDP and the Full Control and View connection modes, please feel free to send us the Viewer and Host log files for examination to see if it's possible to identify what might be causing the problem. You can send the logs to support@remoteutilities.com. Unfortunately, without the log files we can't tell the exact reason for such issues as the log files are used for the connectivity troubleshooting.

Hope that helps.

Hello Anthony,

Thank you for your message.

Is it possible to do this entirely remotely using Remote Utilities?

Yes, this is possible in case if you use Host as it runs as a system service and allows to remotely control UAC prompt messages and perform administrative tasks on the remote computer.
In order to switch to using the Microsoft account, please open Windows Settings and navigate to the Accounts section -> Your info tab, then select Sign in with a Microsoft account instead:


Hope that helps.

Hello,

Sorry for the late reply.

I've checked with our development department on this - while we have this feature in our roadmap, it's not in our immediate plans. In addition, please note that, unfortunately, using UDP is not possible with Internet-ID connection, as for the cases when the direct route is available between Host and Viewer, then TCP should work fast enough. In case if you experience slow remote connection speed/performance, perhaps, this troubleshooting KB article might provide some helpful solution. Sorry for the inconvenience.

Hope that helps.

Hello cosmos,

Thank you for your message.

Hopefully, we will be able to release the next update by the end of this year.
Please note that despite its name the 6.12.2.0 (Beta 2) version is still a fully functional release as it only contains bug fixes and improvements for the previous Remote Utilities versions.

However, we understand your concern in such a situation and we always suggest that our users try updating only one Host and Viewer first or try using Portable Viewer and Agent of the latest version instead.

Hope that helps.

Hello Annette,

Thank you for your message.

Could you please clarify what version of Remote Utilities do you use? In case if you use version 6.10.10.0 or an older version, then before we can proceed to further troubleshooting, please try updating Remote Utilities to the latest version available - as of this writing, it's 6.12.2.0 (Beta 2). The issue you're encountering might have already been resolved in this latest release, so it's better to try updating your Remote Utilities installation first to see if this helps to eliminate the issue.

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 Viewer and Host/Agent (as well as the RU Server if used) to the same version as the version mismatch might lead to performance issues or some features not working.

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

Hello Joel,

Thank you for your message.

I'm glad to hear you've already figured out the issue! In addition, please note that you can switch the view mode for the remote session beofre connecting to the remote Host. This can be done in the Connection Properties window -> Mode tab. In order to open the Connection Properties, please right click on a connection entry in your address book and select Connection properties:


In addition, you can also switch the view mode for all the newly added connections. This can be done in the Default Connection Properties window, on the same Mode tab.

Hope that helps.

Hello Paul,

Unfortunately, we haven't got any updates on the issue from the Cloudflare. However, we've contacted them once again and referred to another ticket that was submitted by another user (please see this forum thread), so hopefully, they will be able to provide an update on the issue soon. Sorry for the inconvenience.

I'll keep you updated on this.

Hello Ceyarrecks,

Thank you for providing us your ticket number for a reference. We've contacted the Cloudflare support team once again and referred to your ticket as well. Hopefully, they will provide an update on the issue soon. I'll get back to you as soon as we receive an update from their support team.

Thank you!

Hello Thomas,

Thank you for your message.

Could you please clarify if the issue occurs when you use Direct connection only, Internet-ID connection only, or both? Have you tried the solutions listed in these KB troubleshooting guides for Direct connection and Internet-ID connection respectively?
In case if the issue occurs when using both Internet-ID and Direct connection, then there might be something on the Viewer's side that might be causing such behavior.

Could you please clarify if you have any antivirus software installed on the Viewer's side, perhaps, with some add-on like a VPN client? For example, we've been recently reported a similar issue occurring on the Viewer machine with the BitDefender antivirus installed that also included the VPN add-on, which was proxying and editing the https traffic. In case if you have any antivirus software installed, then could you please double-check if you have any similar add-ons installed as well? They might be visible in your network adapter properties.

In addition, if none of the solutions above seem to help in resolving the issue, please feel free to send us the log files for examination. We could use the Viewer logs and the Host logs from one of the Host machines that you experience the issue with. You can send the logs to support@remoteutilities.com.

Hope that helps.