Pauline's community posts

Hello Deividas,

Thank you for your message.

Unfortunately, the Set text for blank screen feature has already been discontinued and we do not have plans for implementing it again. Sorry for the inconvenience.

Please let us know if you have other questions.

Hello Andreas,

Thank you for the clarification.

Before we proceed to further troubleshooting could you please try flushing your DNS cache by executing the following command in the command-line interface:

ipconfig /flushdns

In case if after flushing the DNS cache the issue still persists, could you please send us the Host logs as well as the Viewer logs and the Server log files for examination?
Here's how to locate the Viewer logs.
The Host logs are located in the C:\Program Files (x86)\Remote Utilities - Host\Logs\ folder.
The Server logs can be found in the following locations:
Event and error log — C:\Program Files (x86)\Remote Utilities - Server\Logs
Connection log — C:\Program Files (x86)\Remote Utilities - Server\stat
You can send all the log files to [email protected].

Looking forward to your reply.

Hello Jay,

I'm glad to hear you've figured out the issue!

So I guess my problem is due to a self hosted server which I expect to be out of version... Maybe you could build this into your following viewers: Some kind of message if the version is too old? :)

Yes, the version mismatch between Remote Utilities modules may lead to performance issues and some features not working. Please double check that the RU Server is updated to the most recent version (as of this writing it's 2.8.2.0, it's available for the download here). Please note that if the self-hosted server (RU Server) is used, it's highly recommended to update it to the most recent version too.
As for the suggested feature - we already have a similar feature for the Host, (e.g. once the newer version of the Host is available, an exclamation point appears next to the remote connection in the address book). We also already have a similar feature for the RU Server in our wishlist and it will be implemented in our future updates.

I'll recheck this by any means since it really interests me. Could even be a blocked port by my router (the external router-server runs on a special port).

Of course, please feel free to let us know if there are any updates on what was causing the issue. Also, here's an Internet-ID connection troubleshooting guide that might be helpful in determination of the issue's reason.

Please let us know if you have other questions.

Hello Mike,

Thank you.

I'll forward it along with the rest of the information to our developers.

Please let us know if you have other questions.

Hello Andrew,

Thank you. I'm glad to hear it works for you now!

Perhaps, the issue occurred because the host registry key was somehow corrupted.

Please do not hesitate to contact us if you have other questions.

Hello Mike,

Thank you for the provided information.

I will forward it to our development team for further investigation. Could you also please answer one last question - please let me know if you have completely uninstalled the Viewer and re-installed version 6.10.10.0 from scratch or if you have just replaced the test version of the Viewer.exe file in the folder to the original one?

Looking forward to your reply.

Hello Mike,

I'm glad to hear it works for you now!

Could you please answer a few additional questions that might be helpful in identifying the reason the issue might be occurring?

1. Please let me know if I'm right in assuming that the issue does not occur anymore on the same Win 10 Viewer machine when you connect to the Server 2012 Host machines? Would it be possible for you to also check if it occurs when connecting to the Win 10 Pro Host machine where it previously occurred?

2. Could you please clarify if you mean this Windows Defender update?
Version: 1.307.2344.0
Released: 1/14/2020 6:47:16 PM

3. In addition, please clarify if the Unicode input was also set as a keyboard input model for this remote Host machine previously when the issue occurred?

Looking forward to your reply.

Hello Mike,

Thank you for the clarification.

Do you have an updated build for the portable viewer? The one on the download site is July 2.

Please try replacing the Viewer.exe in one of the Portable Viewer folders to the same test version of the Viewer.exe and then test what Conrad had suggested in his post above (i.e. one of the Portable Viewer folders should contain the Viewer.exe version 6.10.10.0 and the other one should contain the test Viewer.exe).

Looking forward to your reply.

Hello Andreas,

Thank you for your message.

The issue might be caused by some issues with the DNS resolution, for example, it might occur if some free/public DNS service is used.
Please try the following:
1. On the Viewer/remote Host machine (depends on which module cannot connect to the RU Server) launch the Run dialog by press Win + R. Type cmd and click OK (or hit Enter). The Command Prompt will open.
In the Command Prompt type in nslookup and the DNS which is used to point to the IP address and see if it resolves properly:

In case if it does resolve properly, you should be able to see the IP address the DNS is pointing to in the nslookup output.

2. Please try using your external IP address as the server address instead of the DNS name and see if it's possible to connect to the RU Server this way. Namely, you need to specify the server address in the Host settings, Connection properties on the Viewer's side and in the Viewer's Server manager as well (if you use RU Server's sync and authorization roles).

Please let me know if the issue persists.

Hello David,

Thank you for your message.

The ping feature just allows you to check if the PC is visible on the Internet (i.e. it checks the machine availability rather than the Host's, as it's similar to the ping command in CMD prompt). Please check if the inbound TCP port 5650 is allowed on the Host PC. For more information on the ports used by Remote Utilities please refer to this page.

In addition, please try referring to this KB troubleshooting article and see if any of the solutions that are listed there helps to resolve the issue.

Hope that helps.