Pauline's community posts

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.

Hello Keith,

Thank you for the clarification.

The Viewer is built for the 64-bit systems since it's also possible for the 64-bit systems to run applications built for the 32-bit systems. Unfortunately, it's not possible to run the 64-bit applications on the 32-bit systems. Sorry for the inconvenience.
However, we might release a separate Viewer built for 32-bit based systems in the future.

Please let us know if you have more questions.

Hello,

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

Can you change 'menu name' to another like 'Custom client wizzard'?

Could you please clarify if you mean the Agent's title text that is shown on the title bar of the Agent window?

If this is the case, then this text can be customized on Step 3 - Advanced options of the configuration process -> Integrate your logo tab. You can also preview how the customized Agent window looks by clicking the Preview button on the same tab.

Please let us know if you have more questions.

Hello Damian,

Thank you for the clarification.

Unfortunately, it seems that the issue is rather on the remote Host's side and not on the Viewer's side.
In order to isolate the issue, could you please try connecting to the remote Host using the Portable Viewer and see if you're able to connect this way? The Portable Viewer is available for the download on this page.

Looking forward to your reply.

Hello Mike,

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

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

Hello,

Thank you for your message.

Could you please clarify if there is any antivirus/firewall software installed on the RU Server machine?  In case if there is, then the issue might be caused by the software blocking the rutserver.exe. We highly recommend that you add the RU Server folder C:\Program Files (x86)\Remote Utilities - Server\ to the antivirus exceptions list.
Also please check that the outbound ports required for the RU Server are not blocked/used by some other software. For more information on what ports are required to be open for the RU Server please refer to this page.

In addition, could you please clarify what version of Remote Utilities do you use? If you use the 6.10.10.0 version or older versions, then please try updating the RU Server to the latest version - 2.9 Beta 1 and see if this helps to resolve the issue. The 2.9 Beta 1 version is available for the download on this page.
When updating RU Server please make sure to update both Viewer and remote Hosts to the corresponding 6.12 Beta 1 version as well - the version mismatch might lead to performance issues or some features not working. You might try updating just one of the remote Hosts and one Viewer or even use the portable Viewer first to see if the issue still occurs when using the updated version of Remote Utilities.

Please let us know if the issue persists.

Hello Keith,

Thank you for your message.

The Exec format error usually means that Ubuntu wasn’t able to interface correctly with the binary, i.e. that it’s designed for a different chipset than your kernel currently supports. Could you please clarify which CPU arch your Ubuntu have - is it 32-bit or 64-bit?
Please type arch in a terminal window to find out whether your system is 32-bit (result is i686) or 64-bit (result is x86_64).

Looking forward to your reply.