Pauline's community posts

Hello John,

Thank you for your message.

It seems like the issue might be caused by some antivirus/firewall software mistakenly blocking access to Remote Utilities (some of the a/v vendors might mistakenly block newer versions of Remote Utilities). Could you please make sure that you have added RU installation folders to the exception list as described in this guide.
If you already have RU added to the exceptions, but the issue still persists, you can send us the most recent Host log files to support@remoteutilities.com.

Looking forward to your reply.

Hello Joseph,

Thank you for your message.

We’ve just released an update with some improvements and fixes - do you mind updating to the latest version 7.6.1.0 to see if the issue persists afterwards? The latest version is available for the download on this page.

Hope that helps.

Hello Richard,

Thank you for your message.

Unfortunately, we’re note able to provide previous versions besides version 6.10.10.0 that’s available for download here.
However, let me double-check with our developers to see if we are able to provide any feedback on this.

I’ll get back to you with an update shortly.

Hi Richard,

Thank you for the provided video.

We will look into this issue further and see if we’re able to reproduce it in our environment. I’ll let you know once there’s any update available from our developers.

Thank you!

Hello,

Thank you for your message.

It seems like the issue might be caused by something (perhaps, firewall, or antivirus software, or even your router) interfering with the traffic and causing disconnects. Could you please make sure to add Remote Utilities installation folders to the exception list of any a/v or firewall software you might be using as described here and if this might help to resolve the issue.
In addition, please check if your router or perimeter firewall have any restrictions or might be blocking any traffic.

Let us know if this helps.

Hello Christophe,

Thank you for your message.

Could you please clarify if the issue occurs when using the latest version only? In addition, please let us know what OS is running on the machine where the issue occurs.

Looking forward to your reply.

Hello Alex,

Thank you for your message.

Could you please send us your full Viewer logs to support@remoteutilities.com? I will forward them to our developers for a review to see if we’re able to provide any feedback on this.

Looking forward to your reply.

Hello,

Thank you for your message.

We haven't received any other similar reports on the latest version of mobile Viewer. Are you able to update your device to a more recent version of Android OS?

Looking forward to your reply.

Hi Benny,

Thank you for your feedback and kind words.

Regarding the issue with the machine running Windows XP - I checked with our development department on this and they've let me know that this is actually a known issue and the fix for it is going to be available in our very next update (which should be released soon). Sorry for the inconvenience.

Let us know if you have any additional questions.

Hello Benny,

Thank you for the clarification. Let me check if we’re able to schedule a remote session with our technician. If that’s okay with you, please let us know the dates and time you’re available for a remote session this week along with your time zone.

Looking forward to your reply.