Pauline's community posts

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.

Hello David,

Thank you for your message.

Deleting a client in the Viewer, client is left in the Address book manager in the local server.

Unfortunately, we couldn't reproduce the issue. Deleting a connection in the Viewer also deletes it in the Server Address book manager.
Please clarify if by the client you mean a connection in the address book.

Also please clarify how do you perform the Server restart? To restart the Server service you have to open Server Configuration and click on Stop. Then you can restart the service by clicking Start.

Note, that you do not have to restart the service each time you change server settings or add/edit/delete users, groups, address books or other elements.

When it re-registers in the RU server the viewer is reporting (under the Connection type) the old DNS name instead of the new one.

The properties of the corresponding connection entry in the Viewer address book will not change automatically when you update your Host Internet-ID settings (such as Internet-ID and server address). You should either manually update the connection properties for the corresponding Host or create a new connection.

Definitely the RU server (and it's address book) is holding onto the old DNS name (somehow restoring the connections old settings) and not updating fr om the client even though it's deleted from the server and verified gone before reinstalling.

Regarding this issue: do you have the auto-import feature enabled? If it is enabled please check if you specified your server address in your auto-import settings. In the Server address book manager click File -> Auto-Import, click Default connection properties and navigate to the Connection tab. This is wh ere you can define default Internet-ID settings with which new connections will get auto-imported into your address book.

Click Change, uncheck Use default server and specify your new server DNS name ("URL").


More information on specifying server address can be found in this article in the highlighted area.

Hope that helps.

Hello Bill,

Thank you for your message.

I recommend that you use an Internet-ID connection. It will be more convenient for your case.

Unfortunately, we cannot assist you in resolving system administration issues, but it seems that you need to set up a port forwarding if you aim to use a Direct connection. Here's a list of ports used by Remote Utilities. Also please refer to a related guide on how to set up port forwarding rules for the Host.

We'll be here if you need anything else.

Hello Marco,

Thank you for the details.

We will try to reproduce the issue and add the necessary fixes to the mobile version.

Please let me know if you have other questions.

Hello,

Thank you for your message.

Please refer to this guide on adding domain controllers.

Hope that helps.

Hello Tobi,

Thank you for your message.

There must be a network problem. Please refer to the Internet-ID connection troubleshooting guide and try to perform the solutions listed on that page in the order they are listed.

Also please clarify if you have installed Hosts within a home or a corporate network?

Looking forward to your reply.

Hello,

Thank you for your message.

We plan to release an update for the mobile version and add a full-fledged address book which can be synced with the desktop Viewer.

Please let me know if you have more questions.

Hello Marco,

Thank you for your message.

We will now investigate the issue.
For now this workaround should work and resolve the problem:

1. Open the system tray and right-click on the Host icon. In the drop-down menu choose Settings for Host...
2. In Host Configuration Settings go to the tab General - Dashboard. Make sure that you have a Single password method enabled as one of the Authorization methods. Click Configure...
3. Disable the Single password authorization by deselecting the checkbox:

4. Open the same configuration settings window: General - Dashboard - Authorization method - Configure…
Enable the Single password authorization method and click Change password…
Set a new password.
5. Make sure you manually forced the iOS device to unload the Viewer from memory, so that it would have a fresh start after you change the password.

When you've done the steps above the virtual keyboard should pop up.

Hope that helps.