Pauline's community posts

Hello Maude,

Thank you for your message.

Do you mean that you want to disable the update removed in the Viewer settings? If this is the case, you can do so in the Viewer Options -> Update tab. If you want to distribute this setting to your other Viewers, you can do so by copying the Viewer configuration file config_4.xml located in the folder C:\Users\YOUR_USERNAME\AppData\Roaming\Remote Utilities Files\ - replace the original file for other Viewer with the one that you've copied from already configured Viewer and that should update their settings as well.

Hope that helps.

Hello Bo,

Thank you for your message.

Could you please verify that our website remoteutilities.com as well as DNS name id.remoteutilities.com are reachable from the remote Host location? In addition, please make sure that at least one of the outbound TCP ports 5655 and/or 443 is opened and not used by any other software. For more information on ports please see this page.
In addition, please see if any of the solutions suggested in this guide might help to resolve the issue as well.

Hope that helps.

Hello Paul,

Thank you for your message.

Could you please try fully uninstalling Viewer following this guide and see if you’re able to register your key after re-installation?

Let us know if this helps.

Hello Javier,

Thank you for your message.

You're using the Chromebook machine with Viewer, correct? If this is the case, please note that we do not provide official support for Chromebook-based devices as of yet. However, Chromebook users can use our Viewer for Android which, unfortunately, currently has somewhat limited features. While we do not have plans for releasing Viewer for Chromebook OS, hopefully, we'll be able to release improved mobile Viewer in the near future with more robust features. Sorry for the inconvenience.

Let us know if you have other questions.

Hello Caitlin,

Thank you for your message.

You can add your license key to Viewer for Mac the same way as for Viewer for Windows.  You can follow this easy guide to do so.

Hope that helps.

Hello Gajen,

Thank you for your message.

The registry key for Remote Utilities Host is located at the following directory: HKEY_LOCAL_MACHINE\SOFTWARE\Usoris\Remote Utilities Host\. However, please note that this registry key only contains the Host settings and does not contain a specific parameter for hiding Host as we believe that the remote user should be aware of our software at all times.

Hope that helps.

Hello Kevin,

Thank you for your message.

Please note that we've already responded to your ticket in order to avoid duplication.

Hope that helps.

Hello,

Thank you for the clarification.

In this case, could you please send us the latest Host log files fr om the remote machines wh ere the issue occurs? You can locate the Host logs in the following folder: C:\Program Files (x86)\Remote Utilities - Host\Logs\. You can send the logs to support@remoteutilities.com.

Looking forward to your reply.

Hello,

Thank you for your message.

In case if you can't connect to your Hosts using Direct connection then it might caused by something on the Host computers or in their network, for example, firewall or antivirus blocking Remote Utilities, ports or the connection in general. Please see if the solutions suggested here might help to resolve the issue.

Let us know if this helps or if the issue still persists.

Hello Putra,

Thank you for your message.

You will receive your license key right away to the email address used during purchase. If for some reason you don't receive the key to your inbox, let us know and we will look it up for you.

Hope that helps.