Pauline's community posts

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.

Hello Andy,

Thank you for your message.

According to the Windows Sockets Error Codes, the Socket Error # 10060 means the following:
A connection attempt failed because the connected party did not properly respond after a period of time, or the established connection failed because the connected host has failed to respond.
This could mean that the SMTP server you've specified does not reply in time, so the attempt to connect to the SMTP server fails.

Could you please clarify what SMTP provider do you use and what port do you specify in the SMTP settings window? In addition, please also try changing the port number and see if it works this way.

Looking forward to your reply.

Hello Peter,

I'm glad to hear it worked for you!

Yes, I'm sorry for that, I forgot to mention that the Host restart might be required. However, it's best to always restart the Host after any changes in the Host settings are applied.

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

Hello Peter,

Thank you for your message.

Could you please try enabling the Use legacy capture mode checkbox? You can find it in the Host settings -> Other tab. This way you should be able to see the remote Host desktop even with no monitor attached to the machine.

Hope that helps.