Pauline's community posts

Hello,

Thank you for your message.

Could you please clarify, how did you upd ate the Agent? Did you download the vanilla Agent or build a custom Agent package using the MSI Configurator?
If you built a custom Agent, then could you please clarify what settings did you se t at Step 3 of the configuration? Please double check, that the Generate a new Internet-ID code wasn't selected.
A screenshot of the Internet-ID tab of the configurator would be helpful.

Please let us know if the problem persists.

Hello Rafael,

Thank you for your message.

Could you please clarify what type of connection do you use? If your Host and the Viewer are on the same LAN or VPN and you use a direct connection, please refer to this troubleshooting guide: https://www.remoteutilities.com/support/kb/cannot-connect-using-direct-connection/
If you use an Internet-ID connection, solutions listed in this article might be helpful: https://www.remoteutilities.com/support/kb/cannot-connect-using-internet-id-connection/

Also, please make sure that Viewer and Host/Agent are up to date and the same versions. Please note, that version mismatch between Viewer and Host/Agent may lead to performance issues and some features not working. Also, if you use the self-hosted server (RU Server) update it to the most recent version too.
The latest version is 6.10.9.0 and it's available for download here.

Hope that helps.

Hello Marshael,

Thank you for your message.

Please, try the following:
1. Fully exit the Viewer (File -> Exit).
2. Locate the file config_4.xml in the Remote Utilities Viewer %appdata% folder.
3. Remove the file from that folder.
This will reset the Viewer settings/options. Your address books won't be affected by this action.

Also, we moved your message to a new topic. Please post in the appropriate forum section.

Let us know if the problem persists.

Hello,

Thank you for your message.

Please clarify what email address did you use? We will check why the license key wasn't sent to your email.
You can send your email address to support@remoteutilities.com if it would be more convenient.

Also, could you please clarify if you tried using another email address?

Looking forward to your reply.

Hello Keith,

I'm glad to hear it worked for you!

Please don't hesitate to post another message if you need assistance.

Hello Keith,

Thank you for your message.

Please clarify what email address did you use? We will check why the license key wasn't sent to your email.
You can send your email address to support@remoteutilities.com if it would be more convenient.

Looking forward to your reply.

Hello Graeme,

I'm glad to hear this.

Please don't hesitate to post another message if you need assistance.

Hello Steven,

I'm glad to hear it's working for you.

Please let us know if you have more questions.

Hello Robert,

Thank you for your kind words.

I'm glad to hear it worked for you!

Please don't hesitate to post another message if you need assistance.

Hello Steven,

Thank you for your message.

As I mentioned in my previous message, some issues occurred while we were updating the server. However, now the server is back up and running.

I am sorry for the inconvenience.