Pauline's community posts

Hello Marco,

Thank you for your message.

I will forward the Host logs you've previously sent us to our developers along with the issue description. I'll get back to you soon with their reply.

Sorry for the inconvenience.

Hello Max,

Thank you for the provided details.

Could you please let us know if you have tried adjusting the touchpad settings or updating the mouse software on the Viewer's side?
Unfortunately, we cannot reproduce the issue which means that it only manifests itself in certain circumstances.

So then this pop up happens some time later

Could you please clarify if you mean the First connection warning window? If this is the case, then we are considering the revamp of the First connection warning window along with some other features. However, unfortunately, we cannot provide any specific ETA on this yet.

I'm checking the host version (because its not shown in the Viewer, for example)

Actually, it's also possible to check the Host version in the Viewer if you switch to the Details view style:

One of these times I'll record the process of what it goes through compared to other services in terms of initial connection time.

Of course, please feel free to send it to us to support@remoteutilities.com.

Install RUT using a silent installer made against 6.10.3. When I went to add the code in 6.12.1, it said I needed to use the same Viewer version as what was used to generate it! Jeepers, that is another strike against the silent installer feature. If I had installed the silent installer, got home and then got this message without an opportunity to manually se t a new password so I could manually add to the Viewer, I probably would just give up on RUT right then and there and move to another solution. Try and only break backwards compatibility on major versions, not on minor versions, I beg you!

I apologize for the inconvenience. We try to maintain as much backward compatibility as possible with each update because we understand that our customers might not be able to update remote Hosts all at once. Besides, we even advise updating remote Hosts in small increments and first test the update procedure on a small sample.  There is backward compatibility, however, it's always better to upgrade both Viewer and Host and avoid relying on it.

As for the issue itself - could you please clarify if the issue occurred on another Viewer machine instead of the one where the installation package was configured? If this is the case, you simply need to copy the keys.dat file which is an encryption key to the Viewer machine where you want to use the Add using code feature. This file is located in the C:\Users\user_name\AppData\Roaming\Remote Utilities Files\ folder on the computer where you originally configured the installation package.
Please try copying this file and pasting it to the same C:\Users\user_name\AppData\Roaming\Remote Utilities Files\ folder on the Viewer PC where you want to use the Add using code feature.
Here's a related KB article.

Looking forward to your reply.

Hello Max,

Thank you for your patience.

I checked with our developers on both issues:

1. Unfortunately, we could not reproduce the mouse pointer issue. Could you please confirm that you have both - Viewer and remote Host upd ated to the latest 6.12 beta version and the issue still persists in this case?
In addition, please try disabling the touchpad or altering its sensitivity in the Windows settings.
Also please double-check if the mouse software is updated to the latest version which might be downloaded from the manufacturer's website.

2. As for the time it takes to establish a connection to remote Host - the Authorization method se t to Auto does not affect it. Could you please check if it takes the same amount of time to establish a connection to a remote Host in case if our public Internet-ID server is used as an intermediary instead of the self-hosted RU Server?

Looking forward to your reply.

Hello Roger,

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

Is there a way locking the viewer to Full control and view to force and user to use only Full Control and View mode?

Of course,  you can enable/disable specific connection modes for any user who connects to a specific Host. In order to do so please do the following:
1. Right-click on the Host icon in the system tray and select Settings for Host
2. Navigate to Modes tab.
3. Select respective checkboxes for the modes you want to allow, e.g. in case if you want to allow the Full Control and View mode only, then select both the Full Control and View only checkboxes and leave the rest of them unchecked:


Please note, that this is a global setting and will affect any user connecting to this Host. However, it's possible to further fine-tune access permissions for specific users using the respective authorization method permissions dialog when setting up users for Windows security or RU security authorization methods.

Please let us know if you have more questions.

Hello Rob,

Unfortunately, the full silent install is only possible when using the One-click package option that allows not to ask for the confirmation before the installation by enabling the Do not ask for confirmation before installation checkbox on Step 3 -> Other tab of the configuration process.
Silent installation is also possible via using the /silentinstall command line parameter (for more information please see this page).

Please let us know if you have more questions.

Hello Rob,

Thank you for your message.

You can mass update the Hosts via the Remote Install Tool as described in this tutorial for Advanced update method that allows you to update or change the existing Host settings.

In order to specify another server for the Hosts you want to update, you only need to create a custom MSI installation package using the MSI Configurator tool:
1. On Step 3 - Advanced options of the configuration process enable the Set or update Internet-ID connection settings checkbox.
2. Select one of the following radio-buttons depending on the intermediary server you want to use:
Use default (public) Internet-ID server — to use our company's servers for Internet-ID connection
Specify custom Internet-ID server — to specify your custom self-hosted RU Server
3. Enable the following checkbox: When updating existing Hosts, overwrite their Internet-ID server address with the specified address. This will allow the installer to replace the current Internet-ID server address of the existing Host installation with your selected Internet-ID settings.
For example, Step 3 - Advanced options window should look like this:


Finally, please select this custom MSI package in the Remote Install Tool window.

Hope that helps.

Hello Max,

Thanks for the provided details.

So, not reproduced. I'll see if I have any more hosts I can try.

Of course, please let us know if the issue reoccurs again.

Yes, that works. It was unchecked by default. After enabling it, I was able to connect and type into the password field to login.

I'm glad to hear this worked for you!
As for the mouse pointer focus problem - I've forwarded the issue to our developers and asked for their input on this. I'll get back to you soon with their reply.

Note, the connection isn't slow, just the time to establish it in the first place is slow, in my opinion. I think its the authorization being set to "auto". By default, they are se t to auto. When I connected to 3 hosts, I could see it do the first of 5 attempts, fail and succeed on the next attempt. This all takes like 12-13 seconds or more.

Thank you for the clarification. Auto is just the recommended setting for the Authorization method when it's set to Auto, the Viewer tries authorization methods in the following order:
1. Custom Server Security (CSS)
2. Windows Security
3. Remote Utilities Security
4. Single password
However, I will additionally check with my coworkers if the Authorization method being set to Auto can affect the time that it takes to establish a connection or if there's something else that might be affecting it.

I figured out why I thought I upgraded a bunch of hosts but wasn't reporting 6.12.1. It actually failed and I just didn't realize. I'd suggest making the failure more noticeable, like red text instead of the same blue.

Of course, I will forward this to our development department to see if we can improve the installation log in our future updates. Thank you for the suggestion!

I'll get back to you soon with updates on the issues above.

Hello Roger,

Thank you for your message.

This warning prompt is usually caused by starting a connection via Microsoft's RDC using a .rdp file that was not digitally signed by a trusted publisher.
Could you please clarify if you use the RDP connection mode or is it the RDP-over-ID?
In addition, could you please also double check if it's still possible to connect to any of these remote Host machines using the Full Control and View connection mode?
Also, please let us know if the remote Hosts were installed using a default vanilla installation file downloaded from our website or if it was installed using a custom installation package, configured via the MSI Configurator tool? In the latter case, could you please confirm if the installation package was built using the Online or Legacy option?

Looking forward to your reply.

Hello Derek,

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

Please let us know if you need any further assistance.

Hello Max,

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

Why can't the Viewer monitor the status of the upgrade and so it knows when an upgrade is successful and therefore can immediately know the version, or the host does a callback with the version info? I complained about this in the past and thought there was a plan to improve on that in the future...

Of course, there are definitely some improvements planned for the update process, namely, the process of the Host version's number fetching after the update and the upgrade status as well. We have already partially implemented some of them back in April, however, we still have this improvement in our roadmap and will do our best to implement it as soon as possible. Sorry for the inconvenience.
Could you please also confirm if the Hosts were successfully updated but the Viewer was showing the wrong version?

But the biggest issue I'm having is not being able to mouse click anything and then when I reconnect, only getting a black screen.

Could you please let me know if you have the Use legacy capture mode feature enabled in the Settings for Host -> Other tab? If not, could you please try enabling it and see if it helps to resolve the black screen issue?
In addition, please also double-check if you have the Monitor driver installed on the Host's side. If it's installed, please try uninstalling the driver as it's only needed for the blank screen feature. You can check if the Monitor driver is installed in the Settings for Host -> Driver tab.
Here's also a related KB article that might be helpful.

It's regularly MUCH, MUCH higher with RUT than any other remote access program.

Please try referring to this KB article regarding the troubleshooting of the slow remote connection speed. If you have already tried the solutions listed there but none of them helped to resolve the issue, then you might send us the Host log files for the examination. The Host logs can be found in the C:\Program Files (x86)\Remote Utilities - Host\Logs\ folder. In addition, you might send us the Viewer log file as well, it might help to diagnose if there are any connection problems on the Viewer side.
Please send the log files to support@remoteutilities.com and do not post them on the forum.

Looking forward to your reply.