Pauline's community posts


[Resolved] Service is uninstalled on update

Pauline, Support (Posts: 2864)
May 26, 2023 12:59:12 pm EDT
Hello Martin,

Thank you for your message.

This is normal for previous version to be uninstalled during the update process. However, the service should also be automatically reinstalled during the update process. Perhaps, something might be preventing Host from updating correctly. Please try adding the Host installation folder C:\Program Files (x86)\Remote Utilities - Host\ to the exception list of any antivirus software (including Windows Defender) you might have running on the Host machine as described here and see if this helps to resolve the issue.

Let us know if the issue persists.

Host/Agent for Linux (alpha preview)

Pauline, Support (Posts: 2864)
May 24, 2023 1:41:54 pm EDT
Hello Guillermo,

Thank you for your message.

I've just checked with our developers on this. Please note that in order to install Host for Linux, you need to simply unzip the file and then run it - the installation will continue automatically and there's no need to use any commands when installing Host for Linux.

Hope that helps.

Host/Agent for Linux (alpha preview)

Pauline, Support (Posts: 2864)
May 22, 2023 11:59:14 am EDT
Hello,

Thank you for your message.

We appreciate your feedback. These features will be available in further beta version releases or in the final stable release, since Host for Linux should eventually have all the same features as Host for Windows.

Let us know if you have any questions.

Direct Connection stops working

Pauline, Support (Posts: 2864)
May 18, 2023 11:57:42 am EDT
Hello Wences,

Thank you for your message.

Do you have any antivirus software installed on your Host machine? If that's the case (even if it's just Windows Defender), please try adding Host installation folder to the exception list as described here.
In addition, before we can proceed with further troubleshooting, please try the solutions suggested in this Direct Connection troubleshooting guide and see if any of them might help to resolve the issue.

Let us know if any of the above works for you or if the issue still persists.

[Resolved] Two Display to Two Display Connection?

Pauline, Support (Posts: 2864)
May 15, 2023 3:51:00 pm EDT
Hello David,

Thank you for your message.

Unfortunately, the monitor mapping between Viewer's and Host's monitors cannot be done automatically yet, even though we already have this feature in our wish-list and it will be implemented in our future updates.

However, meanwhile the monitor mapping can also be done manually. Here's what you need to do in order to map your remote monitors to the local ones:
1. In your Viewer create a few different connections to the same remote Host, i.e. using the same IP address or Internet-ID code, but name them all differently, e.g. Monitor 1, Monitor 2, etc.
2. Disable the Tabbed view mode: in the main Viewer window navigate to the Tools tab and select Options, then navigate to the Remote screen tab and disable the Tabbed view checkbox.
3. Open all connections to the remote Host you've created on Step 1.
4. Select different monitors for each connection - this can be done by clicking the Remote monitors icon  on the Toolbar in the Full Control and View window.
5. Now you should be able to place the connection windows on the corresponding Viewer's monitors as preferred.

Hope that helps.

[Resolved] msi configurator

Pauline, Support (Posts: 2864)
May 12, 2023 5:22:47 pm EDT
Hello David,

Thank you for your suggestion.

Unfortunately, we usually don’t provide software for individual alpha-testing. However, when it comes to beta-testing, we usually share a beta version on our website for public testing.

Let us know if you have more questions.

Our Public IP Company can't connect to inter Server

Pauline, Support (Posts: 2864)
May 12, 2023 11:32:29 am EDT
Hello Panumas,

Thank you for your message.

Could you please clarify if your company's network has any IP address restrictions in place? Please note that we recommend allowing access to id.remoteutilities.com, rather than a specific IP address, since it might prevent you from accessing our server infrastructure properly. To ensure a smooth and secure experience with Remote Utilities, we recommend simply enabling the program on the application level within your firewall settings, rather than attempting to whitelist specific intermediate server IP addresses. This approach will allow Remote Utilities to function optimally while still maintaining the security of your network.
As an alternative, especially if your company has some stricter policies in place, please consider using self-hosted RU Server instead. RU Server can be used in isolated environments and also offers a number of additional features, such as address book sync, authentication, etc. You can download an installation file for the RU Server on this page.

Hope that helps.

[Resolved] msi configurator

Pauline, Support (Posts: 2864)
May 11, 2023 11:47:44 am EDT
Hello David,

Thank you for your message.

Unfortunately, as of now, there's no feature to generate an Internet-ID code manually. I will, however, forward your suggestion to our developers for a review.

if the install of the host could re-use the id of the agent, then what would solve my issue.

While this is not possible for now, we already have a similar feature in our wishlist that would allow a user to convert their existing Agent into a Host installation - so that should preserve the same Internet-ID code and other settings as well. We plan to add it in one of our future updates, but there's no specific ETA that we can provide on it right now.

Let us know if you have any questions.

[Resolved] Connection alert 2

Pauline, Support (Posts: 2864)
May 11, 2023 11:42:05 am EDT
Hello,

Thank you for your message.

Please note that this notification is only displayed under specific circumstances and will not be shown even if one of them is not met. In the cases when the notification was not displayed, please make sure all the conditions listed here are met.
As for the occasions when the banner was displayed even before establishing a connection with the Host - have someone logged on to the Host from their Viewer? If you're able to reproduce the issue, please send us a screenshot that shows the notification as well as the Host icon in the system tray.

Let us know if you have more questions.

[Resolved] msi configurator

Pauline, Support (Posts: 2864)
May 10, 2023 7:12:28 pm EDT
Hello David,

Thank you for your message.

Unfortunately, you can’t hardcode an Internet-ID code into a custom installation package. This is due to the fact that a 12-digit Internet-ID code is randomly generated for each Host in order to avoid duplication.
As an alternative to the SMTP server, you can also set up an Auto-import feature for your Hosts to be added automatically. However, please note that this feature requires self-hosted RU Server to be set up as both your routing server and sync server for the address book sync.

Let us know if you have more questions.