Pauline's community posts

Hello Katie,

Thank you for your message.

Could you please confirm if I'm right in assuming that you see if the Host is online/offline in the Host's settings? If this is the case, then it might point to some network issues. Please refer to this Internet-ID connection troubleshooting guide and try to perform the solutions listed on that page in the order they are listed.

Please let me know if the issue persists.

Hello Russ,

Thank you for your message.

Before we proceed to further troubleshooting please try referring to this KB article and see if any of the solutions that are listed there helps to resolve the issue.

Please let me know if the issue persists.

Hello Jakub,

Thank you for your message.

Right now the Settings protection feature does not prevent a user with the administrator rights from uninstalling the Host. However, I will forward this information to our development department and will ask for their input on this. Thank you for your input! I'll keep you updated.

Please let us know if you have other questions.

Hello,

Thank you for your message.

Could you please, try resetting the Viewer's options and see if this helps to resolve the issue? In order to reset the Viewer options please do the following:

1. Fully exit the Viewer File -> Exit.
2. Locate the file config_4.xml in the C:\Users\[Your_username]\AppData\Roaming\Remote Utilities Files\ folder.
Please note that the AppData folder might be hidden by default in which case you need to enable Hidden files and folders in Windows Explorer settings.
3. Remove the config_4.xml file from that folder.
This will reset the Viewer settings. Your address books won't be affected by this action, but you will need to register the Viewer with your license key again.
4. Run the Viewer and see if the issue still persists.

If resetting the Viewer options did not resolve the issue, then could you please record a short video of the issue and send it to us to support@remoteutilities.com? In addition, please let us know which version of the Remote Utilities is used.

Please let us know if this worked for you.

Hello,

Thank you for your message.

Could you please clarify if you mean the respective columns in the Viewer's address book? If this is the case, please elaborate a bit more on what do you mean by the data do not seem to be persistent? Am I right in assuming that your suggestion is to transfer data from these columns to the RU Server's Admin Console?

Looking forward to your reply.

Hello,

Thank you for your message.

The Last IP column shows the last IP address that was used by the given Host which is not necessarily the IP address of the Host computer itself. For Internet-ID connections, the Last IP address shows the IP address of the last used Internet-ID server, i.e. in this case - of the self-hosted server.
Please note, that the private IP address is only shown in case if you use Direct connection within your LAN in order to connect to the remote Host, i.e. without an intermediary server.
For more information on the column headings please refer to this Documentation page.

Hope that helps.

Hello,

Thank you for your suggestion.

We already have both of these features in our roadmap so we will definitely implement them in our future updates. Unfortunately, we cannot provide any specific ETA on these features yet.

Please let us know if you have other questions.

Hello Dylan,

Thank you for the confirmation. We're glad to hear we were able to help!

Please do not hesitate to post another message if you need further assistance.

Hello Dylan,

Thank you for the feedback!

Please let us know if you have other questions. We're happy to assist!

Hello Rudy,

I'm glad to hear this worked for you!

Please feel free to contact us if you have more questions.