Pauline's community posts

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.

Hello Edward,

Thank you for your message.

Please clarify if you want to connect to a remote Host which is installed on Ubuntu?

Unfortunately, we don't offer the Host for Linux yet.

Please let me know if you have more questions.

Hello Christopher,

Thank you for your message.

I recommend that you use Direct connection. It's the best option to use if your remote Hosts and the Viewer PC are on the same LAN or VPN. Here's a related article on connecting over LAN.

If you want a direct connection to constantly show its status then go to Connection properties - Authorization.
Select the Check online status for direct connections checkbox:


You can read more about checking online status of your remote PC in this article.

Please note that for Internet-ID connections only their connection status is checked. You cannot ping remote computers via an Internet-ID connection because the remote Hosts are not in direct visibility for the Viewer.

Hope that helps.

Hello Nick,

Thank you for your suggestion.

We already have this feature in our wish list and we plan to release it in our upcoming updates in the nearest future.

Please let me know if you have more questions.

Hello Glenn,

Thank you for your message.

You don't need to register Hosts. You need to register the Viewer only. You can do it in the License Key Storage, here's a related article on how to get a free license key.

Then you can add up to 10 endpoints to your address book.
Here's a related article in our Documentation: https://www.remoteutilities.com/support/docs/license-types/#Free_license

Hope that helps.

Hello Tobi,

We didn't change the outbound ports or server addresses since our previous versions.
Please check if the problem with your Host persists. We had a maintenance server reboot at that time you left a message. It might affected your Host as well.

Hope that helps.

Hello Trent,

Thank you for your message.

Yes, I checked with my co-workers. It was a maintenance server reboot. Now the server is back up and running.

Please let me know if you have more questions.

Hello Tobi,

It seems that the issue might be caused by a firewall blocking the address id.remoteutilities.com or outbound ports, which are used by the Host. You can find a list of ports used by Remote Utilities for Internet-ID connections here: https://www.remoteutilities.com/support/docs/ports-used-by-remote-utilities/#Internet-ID_connection_ports
Please note that you need to have at least one of the outbound ports opened: 5655 or 443 and according to the article I linked above and your log file, you seem to have both ports or the address id.remoteutilities.com blocked by a firewall.

The issue might also happen if the DNS resolution doesn't work properly on your Host PC. I recommend that you flush the DNS cache on the Host PC by executing this command: ipconfig /flushdnsusing the command line interface.

Please let me know if the problem persists.