Pauline's community posts

Hello Jim,

Thank you for your message.

Please note that when using a custom installation package, the email with the Internet-ID code and encrypted credentials will be only created if there is no traces of previous Host installation on the computer. In order to avoid this issue, please make sure to enable the following checkbox when configuring Internet-ID settings:
When updating existing Hosts, overwrite their Internet-ID code with the generated code
This checkbox will ensure that, even if there is an existing Host installation on the computer, the installer will update its settings and overwrite its Internet-ID code to a new one which will be sent to your email address.

Alternatively, you can also fully uninstall Host following this guide prior to launching a custom installation package - this will remove any remaining traces (such as settings) of previous Host and a new code will be generated during the installation.

Hope that helps.

Hello,

Thank you for the provided files.

Could you please confirm if aside from seeing the errors in the log files, the self-hosted Server works as expected (i.e. there are no frequent disconnections or other issues)?

Looking forward to your reply.

Hello,

Thank you for your message.

Could you please clarify if the log file containing the "Access violation" error is from the RU Server or if it's from a Viewer log?
You can also additionally send us the Host and Viewer logs for a review to support@remoteutilities.com.

Looking forward to your reply.

Hello Michael,

Thank you for your message.

Have you already set up an Internet-ID connection as described in this guide? Please note that connecting to a remote Host over the Internet and over LAN requires some additional set up. If your Host doesn't have an Internet-ID code yet, please refer to the guide above to set up your Internet-ID connection.
If you've already set up Internet-ID connection for your Host, but still can't connect to it, please try the solutions suggested in this troubleshooting guide.
If none of the above helps to resolve the issue, please let us know.

Hope that helps.

Hello Michael,

Thank you for your message.

This IP address is used by our servers. Unfortunately, we do not provide exact IP addresses used by our servers since we always add new servers. The best thing you can do in this case is to add the DNS name id.remoteutilities.com to the exception list since it’s used for our primary servers. This way you should always have access to it even if we replace our add new servers.

Hope that helps.

Hello Guillermo,

Thank you for your message.

I checked on this with our developers and, unfortunately, since Raspbian PI is an arm-based OS, it’s not supported for Host for Linux yet. Hopefully, we’ll be able to add support for it in a stable release or in further beta version updates. Sorry for the inconvenience.

Let us know if you have more questions.

Hello David,

I understand your frustration, but all I did was simply asked a clarifying question.
I’m glad to hear you’ve figured out a workaround for the issue and do apologize for the inconvenience. I’ll pass on the information regarding Windows 7 to our developers, so that they can see if they can reproduce it.

Let us know if you have any other questions.

Hello David,

Thank you for your message.

It seems from a screenshot in your previous message that you mean the one-time connection alert, is that correct? If this is the case, please note that you need to dismiss this alert physically from the remote Host side and clicking the OK button remotely won’t work, i.e. in your case that’s why you were able to dismiss it via RDP.

Let us know if you have more questions.

Hello Christer,

Thank you for your message.

We definitely have plans to implement such options in order to make the notification banner more convenient for our users. Unfortunately, this is still in the development and we can’t provide an exact ETA for this update yet. Sorry for the inconvenience.

Let us know if you have other questions.

Hello Jorge,

Thank you for your message.

Please note that when using the custom installation package, the email with the Internet-ID code and encrypted credentials will be only created if there is no traces of previous Host installation on the computer. In order to avoid this issue, please make sure to enable the following checkbox when Configuring Internet-ID settings:
When updating existing Hosts, overwrite their Internet-ID code with the generated code
This checkbox will ensure that, even if there is an existing Host installation on the computer, the installer will update its settings and overwrite its Internet-ID code to a new one which will be sent to your email address.

Alternatively, you can also fully uninstall Host following this guide prior to launching the custom installation package - this will remove any remaining traces (such as settings) of previous Host and a new code will be generated during the installation.

also another question, when i block the screen of host pc it can see the mouse moving all the way on the screen if i move from viewer pc, is there a way to hide the cursor or its normal to be like this?

Unfortunately, for now this is expected behavior which is connected to the screen-locking mechanism and how it works. However, our developers are aware of this behavior and are looking into how we can possibly minimize/eliminate it in our future updates. Sorry for the inconvenience.

Hope that helps.