Pauline's community posts

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.

Hello Kubris,

Thank you for your patience.

I have forwarded the issue to our development department. We will thoroughly test it and will get back to you with an update in 1-2 business days.

I apologize for the inconvenience.

Hello Les,

Thank you for your message.

Could you please clarify if I'm right in assuming that you're using one Viewer on your PC to connect to a remote Host machine and a mobile version of Viewer on your Android device? If this is the case, then please note that our mobile client has its own versioning and so far the mobile Viewer app is free, i.e. there is no need to register it with a license and there's no limitation on the number of records for the mobile Viewer.

In addition, please clarify if you're getting the 10 connection error in the Viewer that's used on your PC? If this is the case, please double-check if you have the AD tree displaying enabled in the Viewer's Navigation pane? If you do, please try enabling the Hide default domain controller feature in the Viewer options, on the Misc tab:


This might be causing the issue as the computers in the tree also count against your license. So if this is the case, you are advised to add the computers you need from your AD to your address book and disable showing the AD tree in Viewer.

Please let me know if the issue persists.

Hello,

Thank you for your message.

As it was already mentioned in this community thread, this is a known issue caused by a typo in the localization file for the German language. We will implement a fix for it in the next update.


Sorry for the inconvenience.