Pauline's community posts

Hello Eric,

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

Please let me know if you have more questions.

Hello,

Thank you for your message.

I am not able to input a password because I am not able to click on the password field.

We will be fixing this issue in the upcoming update. Sorry for the inconvenience.

Please let me know if you have more questions.

Hello Anders,

Thank you for your message.

Please refer to this troubleshooting guide in our Knowledge Base.

Hope that helps.

Hello Mo,

Thank you for your message.

the Host "service" stops and does not restart, unless started again manually

The issue might occur because of a Windows Server and its security policies. The service might not always restart properly on a Windows Server if there are any security policies are set that might prevent it from starting.  Before we proceed troubleshooting, please try to follow this guide: https://www.remoteutilities.com/support/kb/host-service-won-t-start/

However, connection from either iOS/Android App to the same Host fails.

Please refer to our knowledge base article on common issues and their solutions when you cannot connect over the Internet using an Internet-ID connection.

Hope that helps.

Hello David,

Thank you for your screenshot.

Please try to disable showing the Active directory tree. Open the Viewer, click Tools ➝ Options, navigate to the Misc tab and enable the Hide default domain controller checkbox.

Please note, that endpoints in your Active directory tree also count.

Hope that helps.

Hello David,

Thank you for your message.

It's enough to delete the connection in the address book, there's no need to completely uninstall the Host. The amount of your endpoints is the number of connections you have in the Viewer address book.

Please let me know if you have more questions.

Hello, John.

Thank you for your message.

You don't have to do any special configuration on the Server to employ the relay server role. Just install the server and make sure it's directly accessible for Viewers and Hosts.

To configure the RU Server for the relay role you only need to install the RU Server and make sure that it is directly accessible from Viewer and Host.

Refer to this guide on configuring Host to use your self-hosted RU Server.
To configure the Viewer please follow this guide.

Hope that helps.

Hello John,

Thank you for your message.

are there any clear instructions or videos on creating out own server to point tot he computers ?

Please refer to this guide on setting up the RU Server relay role.
You can also read more about the RU Server and its other roles in our Documentation.

and any instructions on a sonic wall firewall to pass them through?

Unfortunately, we cannot assist you in setting up a port forwarding rule in a third-party firewall. Please refer to the Sonic Wall Documentation.
You can read more about ports that are used by the RU Server here.
Also, you might find useful information on setting up port forwarding rules in this section.

have you ever added this feature to a synolgy unit?

Unfortunately, we don't integrate with this software. Remote Utilities works as a standalone program for Windows OS/iOS/Android.

Please let me know if you have more questions.

Hello Pepa,

Thank you for your message.

Unfortunately, we couldn't reproduce the issue in our environment. Could you please clarify what type of keyboard do you use? Did you use the Numpad keys and not the numbers at the top row?

Also, please try to use the Legacy keyboard input mode. To enable it please do the following steps:
1. In the main Viewer window right-click on the Host icon and choose Properties.
2. Go to the tab Remote Screen -> Mode.
3. Enable the checkbox Use legacy keyboard input mode.


Hope that helps.

Hello David,

Thank you for your clarification.

Viewer is Portable version in trial mode.

Unfortunately, we couldn't reproduce the issue using the portable Viewer.

Can I provide you some kind of debug log, or show you the problem?

Yes, feel free to zip the logs and send them over to us at support@remote-utilities.com.
Here's how you can get the logs:

Server logging is enabled by default. The RU server stores its Event and error log in the following location: C:\Program Files (x86)\Remote Utilities - Server\Logs.
The Connection log is stored in the location: C:\Program Files (x86)\Remote Utilities - Server\stat.


In the Viewer, the Connection log is disabled by default.
To enable it, please perform the following steps:
1. In the Viewer, select the Tools tab and click Options.
2. In the Options window switch to the Event log tab and enable Use event log.
3. You can also select the Store to disk checkbox.

4. In the main Viewer window, select the View tab and click Show event log. The log panel will appear in the Viewer interface:

The Connection log also can be found in the folder EventLog which is located in the same folder with the rest of the portable Viewer data.

That was the 2nd issue, once I updated the auto-import server URL it was acting as expected.

I'm glad to hear it is working for you now.

Looking forward to your reply.