Pauline's community posts

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.

Hello Dominik,

Thank you for your message.

Could you please clarify if you mean the silent installation of the Viewer module? If this is the case, then, unfortunately, the silent install of the Viewer and the installation file's configuration is not possible.

Is there an option for a msi package regarding the Remote Utilities Viewer?

Unfortunately, only the .exe installation file is available for the Viewer.

How is it possible to set a pre-configuration according the licensing of the tool?

You can simply configure one Viewer after installation, then locate the config_4.xml file in the C:\Users\YOUR_USERNAME\AppData\Roaming\Remote Utilities Files\ folder and copy it over to other Viewer installations on the rest of your machines. This file contains the Viewer's settings and license keys that were added to the License Key Storage. As for the address books, you can either manually export the address books as described in this tutorial or you can also set up the automatic address book sync using the RU Server.

How can I configure the client itself? (GPOs, Registry, .ini-files, etc.)

Could you please clarify if you mean configuring the Host? If this is the case, then you can push-install the Host across your Windows network using GPO as described in this guide. For this purpose, you can either use the vanilla Host installer or a custom installation package pre-configured via the MSI configurator tool.

Hope that helps.

Hello Knut,

Of course, please feel free to update us on the issue in case it occurs again or if you have other questions.

We're happy to assist!

Hello Knut,

If i upgrade the viewer and the server on my side and configure new agents, are the old agents still working?

Yes, the old Agents/Host installations will all work. We try to maintain as much backward compatibility as possible with each update, so you should be able to connect from newer Viewer to older Hosts (but not vice versa).

Hope that helps.

Hello Knut,

Yes, 6.12 Beta 2 is a fully-functional version of Remote Utilities, so the Agent can be customized just like in the previous versions. Agent customization is available on Step 3 - Advanced options of the Configuration process, on the Integrate your logo tab.

Please let us know if you have more questions.

Hello Scott,

Thank you for the clarification.

Every once in awhile it will let me know that my own machine that I am working from, is online.

Could you please clarify if you mean this notification?

If this is the case, please try disabling the Notify me when connection is online checkbox in the Viewer options.

Are other people having this problem, is it really just my configuration alone..?

Unfortunately, we couldn't reproduce the issue and haven't got any other reports on similar issues. Could you please double-check if there is any utility software installed on the Viewer or the Host PCs that uses the keyboard or might have control over the keyboard input?

In addition, please try updating Remote Utilities to the latest 6.12 Beta 2 version - the most recent beta version updates contain a fix for a similar issue where some certain keys (such as Ctrl, Shift or Enter) were not captured by a remote machine. Perhaps, this might also affect the issue you've encountered and help to resolve it.
Version 6.12 Beta 2 is available for the download on this page. When updating Remote Utilities please make sure to update both Host and Viewer as version mismatch might lead to performance issues and some features not working.

Looking forward to your reply.

Hello,

Thank you for your message.

I'm glad to hear you've figured out the issue! In addition, please try enabling the Use legacy capture mode checkbox in the Host Settings -> Other tab.
Also here's a related KB article that might be helpful if the issue occurs again.

Hope that helps.

Hello Knut,

Thank you for your message and the provided details.

Perhaps, the issue might be caused by some minor connectivity issues and occurs when sometimes a brief disconnection occurs and the reconnection mechanism does not work as expected.

However, the issue might be less severe in the latest 6.12 Beta 2 version. Could you please try updating Remote Utilities to the latest 6.12 Beta 2 version and see if it makes any difference? 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 - in your case you will be able to generate a new Agent of the latest version using the updated Viewer (or you can try using the vanilla Agent).
Besides, we're going to further improve the reconnection mechanism in our subsequent updates as well, perhaps even completely change it.

Hope that helps.

Hello Andy,

Thank you for the clarification.

Could you please also let me know what version of Remote Utilities do you use? The issue might be caused by the TLS version which was fixed in the 6.12 Beta 2 release as we have implemented a TLS 1.2 support when sending emails using the "SMTP" feature.

In case if you're using version 6.10.10.0 of Remote Utilities or older version, then please try updating to the latest 6.12 Beta 2 version and see if it works for you. Version 6.12 Beta 2 of Remote Utilities is available for the download on this page.

Please let me know if the issue persists.