Pauline's community posts

Hello Tim,

Thank you for your message.

We will test this out to see if we can reproduce the issue and get back to you with an update soon.

Sorry for the inconvenience.

Hello Kenny,

Thank you for the clarification.

I was testing machines on the same network, however had thought as the connection was configured with the internet ID it would have used the RU server for connection not direct connection.

Yes, using the direct route automatically if available is expected behavior. This is done in order to improve the connection speed and performance as a Direct connection is always faster than an Internet-ID connection.

The intention is to purchase x number or pro licenses, so we can install the host on all our corporate machines, plus run the run-only-agent on non-corporate machines if necessary.

Please note that the license key is added on the Viewer's side only as described in this guide on registering the program. Other modules, i.e. Host, Agent, and RU Server do not require registration.

What we are trying to find out is if there is a way we can view who is connected to each session.
We would like to have some level of control if we hit the maximum concurrent connection count (presumably connections would then fail) to see who is using the sessions.  The RU server active session only shows the name of the PC being connected to, not who / what viewer is making each connection.  

Unfortunately, right now there's no such feature that allows seeing the exact Viewer/Host pair that is currently in a remote session with each other. However, I've forwarded this feature request to our developers for a review to see if this can be implemented in our future update.

In addition, please note, that if your Viewer is connected to the Host using Internet-ID connection via self-hosted RU Server, then you should already see all the Hosts along with the Viewers that are currently using this server for a remote session listed on the Active tab of the Admin Console, i.e. you're able to see all of the concurrent technicians using the sessions anyway. For more information please see this page.  

Hope that helps.

Hello Davd,

Thank you for the suggestion.

Of course, we will definitely contact them and request to whitelist id.remoteutilities.com. 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 Davd,

I'm glad to hear that you've figured out the issue!

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

Hello Kenny,

Thank you for your message.

Could you please double-check if remote Hosts are directly visible for the Viewer? If this is the case, then this might be a reason for a connection not showing in the Active list because of a direct route detection mechanism, that sends the data along a direct route rather than via Internet-ID. This is true if the Host is directly visible from the Viewer (e.g. on the same LAN/VPN) and the Host's listening 5650 port is allowed in firewall settings on the Host machine. A Windows Firewall rule is created automatically during the Host installation.

In addition, please note that for connections to consistently show in the Active tab you must be running an active remote session (e.g. Full Control etc.), not just be logged on.
Please note that both Host and Viewer that use the RU Server for a remote session should be displayed in the Active tab.

Looking forward to your reply.

Hello Davd,

Thank you for your message.

The issue might be caused by some connectivity problems, especially since you've mentioned that pinging id.remoteutilities.com is unsuccessful, as this is our public ID servers' DNS name that is used for Internet-ID connections. This might be caused by various reasons - for example, some antivirus programs may block Remote Utilities, put it into a “restricted” group or even delete the program files they suspect to be malicious. The issue might also be occurring if there are issues with DNS resolution on any sides of the connection.

Please try the following solutions and see if any of them help to resolve the issue:
1. Try updating your Remote Utilities installations to the latest 6.12 Beta 2 version. We had a similar issue in version 6.10.9.0 that sometimes caused connections in the address book to briefly go offline even on a stable Internet connection, but it was fixed in the subsequent release. In this case, the issue you're encountering might have also been fixed in the latest Beta version release. Here you can find a full list of bug fixes and improvements: https://www.remoteutilities.com/product/release-notes.php
When updating Remote Utilities please make sure to update both Host/Agent and Viewer as the version mismatch might lead to performance issues and some features not working.
2. Try flushing the DNS cache by executing the following command in the command-line interface:

ipconfig /flushdns

3. Please try whitelisting the domain with a mask *.remoteutilities.com. This will whitelist our website https://www.remoteutilities.com and addresses of our Internet-ID servers (id.remoteutilities.com).

In addition, here's a related KB troubleshooting guide that provides solutions for the most common issues when using Internet-ID connection: https://www.remoteutilities.com/support/kb/cannot-connect-using-internet-id-connection/

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

Hello John,

Thank you for your message.

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

Please feel free to post another message if you have more questions.

Hello Guilherme,

Thank you for your message.

Unfortunately, setting the Host icon to not changing color is not possible due to security reasons - the color of the Host icon helps users to identify if the Host is available for the connection or if there's any Viewer connected to it at the moment. The program and its connection status should be clearly identifiable by the user (and security staff/admins if any) as provided in this guide on Host icon colors. Sorry if this makes the program less useful for you.

Please let us know if you have other questions.

Hello Frank,

Thank you for your message.

is it possible to esteblish a connection from the Host to the Viewer instead from Viewer to Host?

Yes, this can be done using the Callback connection feature. The Callback connection feature allows you to connect to the remote Host using Direct connection when the Host is not accessible by its IP address. The Viewer's external IP address is used to establish a connection instead. Here's a step-by-step guide on how to use the Callback connection feature: https://www.remoteutilities.com/support/docs/callback-connection/
Please note that in order to use the Callback connection, your Viewer workstation must be accessible by an external IP address.

In case if you mean switching the screens during the remote session, i.e. displaying the Viewer's screen on the remote Host's side - unfortunately, we do not provide such feature. In this scenario, you can also use Agent and Portable Viewer as temporary solutions if the connection is meant for one-time use.

Hope that helps.

Hello Aditya,

Thank you for your message.

Am I right in assuming that your remote Host machined is headless, i.e. no physical monitor is attached to it? In addition, please clarify what version of Remote Utilities do you use?

In case if you use version 6.10.10.0 or an older version, please try updating to the most recent 6.12 Beta 2 version as the issue you've encountered might have already been resolved in the most recent release. The 6.12 Beta 2 version is available for the download on this page. When updating Remote Utilities please make sure to update both VIewer and Host/Agent to the same version as the version mismatch might lead to performance issues and some features not working.

In addition, please try enabling the Use legacy capture mode feature in the Host Settings -> Other tab. After enabling the checkbox please make sure to restart the Host.

Here's also a related KB article that might provide a helpful solution.

Hope that helps.