Pauline's community posts

Hello Giovanni,

Thank you for your message.

Of course, you can use the Callback connection feature in case if you don't want to use the Internet-ID connection with our public or your self-hosted RU Server - in this case, you'll be using the Direct connection method which is also faster than Internet-ID. However, please note that in order to use the Callback connection, the Viewer must be accessible by its external IP address. When using the callback connection type, the Host machine offers remote access to the Viewer, and the Viewer only needs to accept such an invitation. For more information on setting up the Callback connection please follow this tutorial.

Or do callback connections require that the host firewall forward their callback port?

No, when using the Callback connection you're not required to set up the port forwarding. You only need to enable the Callback connection in the Host's settings and specify the Viewer's machine external IP address and the port set in the Viewer for callback connection.

I could always resend the agents or just update the configs in them.

Please note that it's also possible to enable the Callback connection in your custom Agent during the configuration process, on Step 4 - Settings update.

I can be connected this way, but after about 10 minutes or so, the viewer screen will freeze up and I'll get a disconnection notice.

This issue might occur if there are some intermittent disconnections between Viewer and RU Server. In case if you keep using the RU Server and the issue keeps occurring please try referring to this Internet-ID connection troubleshooting guide.

Hope that helps.

Hello Derek,

Thank you for your message.

Unfortunately, it's not possible to hide the main Viewer window. For more information on Viewer parameters please refer to this page. Sorry for the inconvenience.

Please let us know if you have more questions.

Hello Peter,

Thank you for the provided log files, we received your email.

I'll forward the log files along with the issue description to our development department and ask for their input on this.

I'll get back to you soon with their reply.

Hello Bevan,

Of course! Please feel free to contact us if you have more questions or need any further assistance.

Hello Peter,

Of course, please feel free to update us further on the issue anytime. Meanwhile, we will try to reproduce the issue as well.

Please let us know if you have more questions.

Hello Peter,

Thank you for the update.

Quick test, try to log into several remote machine both internet and local connections, in each case got Access Denied for five trys before it gave up.

Could you please confirm that you did not encounter this issue when using version 6.10.10.0 prior to updating to the 6.12 Beta 2 version?
If this is the case, could you please provide us the log files from this Viewer and one of the remote Hosts for examination? Here's how to locate the Host logs and the Viewer logs.
You can send it to us to support@remoteutilities.com.

Looking forward to your reply.

Hello Anthony,

Thank you for your message.

Could you please confirm that the issue occurs when using version 6.10.10.0 of Remote Utilities? If this is the case, please try updating to the most recent version, which is, as of this writing - 6.12 Beta 2, as the issue you're encountering might have already been fixed in a subsequent update.
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 to the same version to avoid version mismatch that 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.

Also please try referring to this KB troubleshooting guide that might provide a useful solution.

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

Hello Bevan,

Thank you for the clarification.

Sorry for my somewhat misleading previous reply. We have thoroughly tested this again and couldn't reproduce the issue. Could you please provide us the following information for further examination?

Open the Windows Registry Editor (Win+R -> regedit) and export the following registry keys:
1. HKEY_LOCAL_MACHINE\SOFTWARE\Usoris\Remote Utilities Host\ registry key that contains the Host settings
2. HKEY_CURRENT_USER\SOFTWARE\Usoris\Remote Utilities\MiniInternetId registry key that contains RU Server's Admin Console settings

Zip these registry keys and send them to us to support@remoteutilities.com. We will examine the files and see if they can give us a clue on what might be causing the issue.

Looking forward to your reply.

Hello Bevan,

Thank you for the provided screenshots.

It seems that we have managed to reproduce the issue. In order to further isolate the issue, could you please also try adding permissions in the Address Book manager for a user explicitly, i.e. not for a group but a separate user and see if you're able to connect to a remote Host using CSS this way?

Looking forward to your reply.

Hello Bevan,

Thank you for your patience.

I've checked with our developers on the issue - it seems like the issue might be caused by some incorrect settings on the Host side. Could you please provide us screenshots of the Hosts settings, namely the Authentication tab -> Custom Server Security ->Servers window and the Users and access control window like on the screenshot below?


You can send the screenshot to support@remoteutilities.com if it's more convenient.

Looking forward to your reply.