Pauline's community posts

Hello everyone,

Thank you for your messages and patience.

This is to inform you that the issue was fixed. We apologize for the inconvenience. Please try connecting to your Hosts once again and see if you're able to access them.

Please let us know if the issue persists.

Hello everyone,

This is to confirm that we have fixed the issue. I'm glad to hear it works for you now and you all are able to access your Hosts.

Unfortunately, there was an unexpected issue that has occurred during the server's routine maintenance. Fortunately, we were able to fix the issue as soon as we managed to identify the cause. We apologize for the inconvenience.

Let us know if you have more questions.

Hello everyone,

Thank you for the provided feedback.

Could you please try connecting to your Hosts once again and let us know if it works?

Thank you.

Hello everyone,

Thank you all for your patience.

The reason we're asking about antivirus/firewall software is just to exclude the possibility - sometimes a/v software updates their databases (usually without notifying users) and might mistakenly start blocking our software or access to servers. Please understand that we're not saying it's their fault - we're simply trying to identify if the affected machines have anything in common.

In addition, please try connecting to your Hosts once again and see if you're able to connect the time or if the issue still persists. Please note that in some cases it might take up to a few minutes for the connection to restore and start working again.

One more thing - those of you who have machines with Linux or Mac OS available (or even mobile Viewer app installed on your smartphone) - could you please try connecting to the same Hosts that you can't connect using Viewer for Windows and confirm if the issue occurs when using Viewer for Mac or Linux as well?

Thank you.

Hello everyone,

I've just checked with our developers on the issue and they've let me know that our servers are up and running and there were no recent downtimes or other issues on our servers within at least the last 7 days.

Could you please let us know if you have any antivirus/firewall software installed on your Viewer machine?

Looking forward to your reply.

Hello everyone,

Thank you for your messages.

This is to inform you that we're currently investigating the issue and will do our best to resolve it as quickly as possible. We're very sorry for the caused inconvenience.

I'll keep everyone updated and will let you know as soon as the issue is fixed.

Hello Shane,

I'm glad to hear you've figured out what was causing it and that it works for you now! Thank you for providing your feedback on this as well.

Please feel free to let us know if you have more questions or need our assistance.

Hello,

Thank you for your message.

Unfortunately, the MINI license allowing only up to 30 connections to be added to the address book is a known issue in Viewer for Mac/Linux which will be fixed in the nearest update. We apologize for the inconvenience.

Please let us know if you have more questions.

Hello Rob,

Thank you for the clarification.

Could you please also let us know what version of Remote Utilities do you use and if the custom installation package is signed with our signature (the "online" configuration method) or if it's your own signature? If it's the Windows Defender blocking the installation, then are you able to locate any entries in the Defender's log that mention Host and if there are any false positive detections? Here's how you can locate and check the Windows Defender event log.

Looking forward to your reply.

Hello Rob,

Thank you for your message.

Could you please clarify if you mean running Agent or installing Host? Please note that Agent is a no-install module for spontaneous support, i.e. it does not require installation or administrative privileges and can be run by a regular user.

Looking forward to your reply.