Pauline's community posts

Hello Michael,

Could you please send us the Host and the Viewer logs for examination? Here is how to locate the Host logs and the Viewer logs.
You can send them to support@remote-utilities.com

Also, please try disabling the Pin Code feature on the Server's side.
To disable the Pin Code feature please follow these steps:
1. Open the Server Configuration window and navigate to the tab Communication
2. Deselect the PIN Code checkbox:


If the issue still persists I recommend that you perform a complete uninstalling of the Host, the Viewer and the Server. Then re-install the Host, the Viewer and the Server with default parameters and set up the Server following this guide: https://www.remoteutilities.com/support/docs/setting-up-auth-server/

Hope that helps.

Hello Michael,

Thank you for your message.

I recommend that you update to the latest version of Remote Utilities and then see if the issue persists.
The latest version is 6.10.5.0 and it's available for download here.

If the issue persists even after you updated the program, feel free to send us the log files for examination. Here is how to locate the logs: https://www.remoteutilities.com/support/docs/logging/

Hope that helps.

Hello Dean,

I'm glad to hear you have figured out the issue.

Please let me know if the problem persists.

Hello Dean,

Thank you.

We will examine the logs and get back to you soon.

Hello Dean,

Thank you for your message.

Could you please send us the Host logs to support@remote-utilities.com? The Host keeps its logs in this location: C:\Program Files (x86)\Remote Utilities - Host\Logs\

have been for some time with various versions

May I ask - what version of Remote Utilities are you using?

Looking forward to your reply.

Hello,

I'm glad to hear it worked for you!

Don't hesitate to post another message if you have any questions

Hello John,

Thank you, we will examine your logs and get back to you.

Could you please clarify if you use the RDP-over-ID feature?
If this is the case, please consider using the Full Control and View mode. Or you can connect to a remote PC directly using RDP through VPN.

In some cases, there might be connection drop issues when using the RDP-over-ID feature. This is a known issue and we will be fixing this issue in the future, but unfortunately, no ETA can be given yet.

Hope that helps.

Hello Michael,

Thank you for your message.

Authorization: Custom Server Security (both check-boxes On)

Please try to sel ect the Auto option in the Authorization tab in connection properties. If you have both Custom server security and Single password enabled as your authorization method, with the Auto option enabled the Viewer will use Custom server security, because it goes before Single password security in the priority list.
In order to enable Auto please do the following:
1. In the main Viewer window right-click on the remote connection and choose Properties.
2. Navigate to the section Authorization and in the dropdown menu choose Auto.


Also please clarify if your server is located in the same LAN as the Viewer or Host and if you use the server's external address? If this is the case, please try using its internal address to connect within your LAN.

Single Password Security on, but do I even need it for not LAN connections?

Single Password is one of the authorization methods. You must authorize on a remote Host regardless of connection type. Here's a related article on  authorization methods you can choose fr om.

Also, it's not necessary to use the RU server as a relay server and the Custom Server Security simultaneously. For example, you can use a direct connection and still use a Custom Server Security as the authorization method.
Of course, the server should still be directly accessible for Viewers and Hosts.

Please let me know if you have more questions.

Hello John,

Could you please send us html log files to support@remote-utilities.com?
Due to privacy reasons, we encourage our users to avoid publishing their logs and other private information in this forum.

Thank you.

Hello John,

Thank you for your message.

Could you please send us the Host logs for examination? Here is how to locate the Host logs: https://www.remoteutilities.com/support/docs/host-log/
You can send them to support@remote-utilities.com

Looking forward to your reply.