Pauline's community posts

Hello Leszek,

Thank you for your message.

Could you please let us know if the remote Host machines where the issue occurs use the same Orange ISP or if some other ISP is used on these remote machines?

Looking forward to your reply.

Hello Mike,

Thank you for your message.

Am I right in assuming that it's not possible to finish configuring the custom installation file? Could you please let me know if you receive any error messages? I've just checked the MSI Configurator tool - it works as expected and I'm able to configure any package via the Online configurator.

In addition, could you please let me know what version of Remote Utilities do you use?

If you mean something else, could you please elaborate a bit more on the issue?

Looking forward to your reply.

Hello Adam,

Thank you for your message.

Could you please double-check if you have specified your custom server's address for the auto-imported connections? This can be done in the Default connection properties menu, in the Auto-import window:
1. In the Auto-import window click Default connection properties button.
2. Navigate to the Connection tab, sel ect Internet-ID connection and click Change button.
3. Deselect the Use default server checkbox and specify your server address exactly as it should be accessible fr om the Viewer side:

For more information please also refer to the highlighted guide  here.

As for the Hosts that are already added to your address book, this can be resolved by specifying the server address for multiple connections on any Viewer that is synchronized with the self-hosted RU Server. In order to do so, please do the following:
1. Select multiple connections in your connection list, then right-click and select Properties:

2. In the connection properties window navigate to the Internet-ID tab and click Change.
3. Deselect the Use default server checkbox and specify your server address:

This way, all of the selected connections use the self-hosted RU Server.

Hope that helps.

Hello Marcin,

Thank you for your message.

I've responded via the ticket that you created. Also please do not publish your logs on the forum as they're considered personal information.

Thank you.

Hello Mike,

Thank you for your message.

Could you please double-check if you have the less secure apps access feature enabled in the Gmail settings? For more information on how to enable it please, refer to this Google Account Help Center page: https://support.google.com/accounts/answer/6010255?hl=en&authuser=1

If enabling the less secure apps access feature doesn't help to resolve the issue, then we recommend that you try another SMTP provider. For example, please consider using services like Mailjet which is convenient for the purpose of setting up the SMTP server in case if you need to be sending a relatively small amount of emails.
In order to start using it just sign up using any email address (you might even use the Gmail email address you've created). After creating your account you're able to see the SMTP settings right away, so you can copy the SMTP settings provided by the service to the MSI configurator.
However, please note that Mailjet applies a sending limit of 10 emails per hour for free accounts. You can learn more about the limitation here.

In addition, please note that our MSI Configurator tool only provides an interface to embed the SMTP server data. Unfortunately, the MSI Configurator cannot control how the SMTP server works and it doesn't perform the actual sending - the SMTP server does.

Please let me know if the solution above worked for you.

Hello Nenad,

Thank you for your message.

Please try referring to this troubleshooting KB article and see if any of the solutions listed there helps to resolve the issue.

In addition, please note that we've partially removed the logs contained in your message - please do not publish your logs on the forum as they are considered personal information. If necessary, the logs can be sent to us to support@remoteutilities.com.

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

Hello Basil,

Thank you for your message.

Could you please clarify what version of Remote Utilities do you use? If you use version 6.10.10.0, please try updating Remote Utilities to the 6.12 Beta 1 version as a fix for this behavior was specifically implemented in the Beta version. The 6.12 Beta 1 version is available for the download here.
When updating Remote Utilities please make sure to update both Viewer and Host/Agent as the version mismatch might lead to performance issues and some features not working.

Please let us know if the issue persists after updating Remote Utilities.

Hello Keith,

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

Please feel free to post another message if the issue persists or if you have more questions.

Hello Damian,

Thank you for the update.

Unfortunately, in this case, there's not much we can do to help to resolve the issue as the issue, perhaps, occur on the remote Host's side, but there's no access to the remote Host or its logs for further troubleshooting.
If you happen to access the remote Host machine, then please refer to this KB troubleshooting guide first.

Please feel free to let us know if there are any updates on the issue.

Hello,

Thank you for the clarification.

From what I understood reading that page, basically inbound port 5655/tcp should be open. This is what we have done from the start. However outgoing access to port 5655 (for viewer or host access) was blocked. The reason was that the viewers and hosts are not accessible from the relay: only the viewer/host can connect to the relay, the other way is not allowed.

Yes, you are absolutely right, on the RU Server's side, you need the inbound TCP 5655 port to be opened, not the outbound.

We could try to update the relay only, and also some clients. But upgrading all the clients is difficult currently. Would there be a problem if we did not change the viewer and host, but only upgraded the relay to 2.9 beta 1?

Of course, we actually suggest not to update all of the remote Hosts and Viewers at once, it's best to update just one remote Host and one Viewer (or even use the Portable Viewer and Agent). However, please note that if you update the RU Server, then it's best to update Viewer and Host as well since the version mismatch might also cause other performance issues and some features not working.

Please let us know if the issue persists after updating Remote Utilities to the Beta version.