Pauline's community posts

Hello Mishal,

Thank you for your message.

You're absolutely right. As Conrad has mentioned above, this is indeed a known issue, and it's related to how the RDP works together with RU, specifically the Internet-ID tunnel. We will try to fix this issue in our future updates.

Please let me know if you have other questions.

Hello Matthew,

Thank you for your message.

This issue might be caused by the Host installation folder being somehow corrupted by some firewall/antivirus software since you've mentioned that the issue occurred when the PCs were added to the domain. Please check if there are rfusclient.exe and rutserv.exe files in the Remote Utilities Host installation folder: C:\Program Files(x86)\Remote Utilities - Host\. Also, here's a relatable KB article on troubleshooting the Host service.

If the Host installation folder was corrupted, it's best to completely uninstall the program and then install it from scratch. You can push-install the Host across your Windows network using GPO or the Remote Install tool.
Also, it's highly recommended that you add the Host installation folder to the antivirus/firewall software exceptions list to avoid future problems in this regard.

Hope that helps.

Hello Mishal,

Thank you for your message.

The issue you've encountered is related to the keep-alive settings on the terminal side. As a temporary workaround please try changing the keep-alive settings or use one of the standard Remote Utilities connection modes instead of RDP.

I'm sorry if this makes the program less useful for you.

Hello Evgeniy,

Thank you for your suggestion.

We already have both of these features in our wishlist and we will implement them in our future updates.

Let me know if you have more questions.

Hello James,

Thank you for your message.

Could you please clarify if your Windows user account is an Administrator? If it is, please try fully exiting the Viewer (File ➝ Exit). Then right-click on the Viewer shortcut on the desktop and try running the Viewer as administrator again.

Please let me know if the issue persists.

Hello Robert,

Thank you for the provided details.

I checked with our developers on the issue you've encountered: it seems like there's some system administration issue. Unfortunately, we cannot assist you in resolving this kind of issue as it is beyond the scope of our technical support. To resolve it, please refer to your system administrator. I'm sorry about that.

Please let me know if you have other questions.

Hello Albert,

Thank you for the provided details.

Could you please send us the Host and the Viewer log files for examination?
Here is how to locate the Host logs: https://www.remoteutilities.com/support/docs/host-log/
and the Viewer logs: https://www.remoteutilities.com/support/docs/connection-log/

You can send the log files to support@remote-utilities.com. Please, do not publish the logs on the forum, they are considered personal information.

Looking forward to your reply.

Hello Robert,

Thank you for your message.

We received your email along with the log files. I will forward the logs to our developers to ask for their input on the issue.

Meanwhile, could you please let me know what version of the self-hosted server is used?

Looking forward to your reply.

Hello Albert,

Thank you for your message.

But when i change ip address i'm able to login again

Could you please clarify if you mean the IP address on the Viewer machine? Or do you mean the IP address on the Host PC?
Therefore, am I right in assuming that you're trying to establish the connection using the direct connection method?

As for the issue - perhaps, it was caused by the Viewer configuration file which was somehow corrupted by some antivirus/firewall software.

Please, try 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 and might fix the issue. Your address books won't be affected by this action, however, you will need to register the Viewer with your license key.

Please let me know if the issue persists.

Hello David,

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

Please do not hesitate to post another message if you have more questions.