Pauline's community posts
Removing connections
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.
Configure my on server?
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.
Not connecting
Thank you for your message.
Please refer to this guide on setting up the RU Server relay role.are there any clear instructions or videos on creating out own server to point tot he computers ?
You can also read more about the RU Server and its other roles in our Documentation.
Unfortunately, we cannot assist you in setting up a port forwarding rule in a third-party firewall. Please refer to the Sonic Wall Documentation.and any instructions on a sonic wall firewall to pass them through?
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.
Unfortunately, we don't integrate with this software. Remote Utilities works as a standalone program for Windows OS/iOS/Android.have you ever added this feature to a synolgy unit?
Please let me know if you have more questions.
Incorrect handling of keys on the numeric keypad
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.
Bug: Deleting client using viewer not syncing to RU local Server
Thank you for your clarification.
Unfortunately, we couldn't reproduce the issue using the portable Viewer.Viewer is Portable version in trial mode.
Yes, feel free to zip the logs and send them over to us at support@remote-utilities.com.Can I provide you some kind of debug log, or show you the problem?
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.
I'm glad to hear it is working for you now.That was the 2nd issue, once I updated the auto-import server URL it was acting as expected.
Looking forward to your reply.
Bug: Deleting client using viewer not syncing to RU local Server
Thank you for your message.
Unfortunately, we couldn't reproduce the issue. Deleting a connection in the Viewer also deletes it in the Server Address book manager.Deleting a client in the Viewer, client is left in the Address book manager in the local server.
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.
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.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.
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.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.
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.
convoluted host connection
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.
Keyboard not showing
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.
Remote active directory
Thank you for your message.
Please refer to this guide on adding domain controllers.
Hope that helps.
status: connection not available
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.