Pauline's community posts

Hello James,

Thank you for your patience.

Could you please contact us at support@remoteutilities.com and let us know the email address that was used for purchasing your license key (or contact us using the same email address, if possible)?

Looking forward to your reply.

Hello,

Thank you for your message.

I'll check on your question with our developers and will get back to you with an update on this shortly.

Hello,

Thank you for your message.

Remote Utilities stores a few connection logs on different sides of the connection. You can check the Host connection logs that store information about when a specific Host was accessed and in what connection mode.
Alternatively, you can also check RU Server's connection log and enable the connection log on the Viewer's side as described here.
We've improved our logs in our most recent releases, namely, we implemented a feature that allows to optionally write Host logs to the Windows event log. However, we will definitely continue improving our logs and other features of our software.

Please let us know if you have more questions.

Hello James,

Thank you for the clarification.

I'll check on this issue with my coworkers and will get back to you with an update on it shortly. Sorry for the inconvenience.

Hello Patrick,

Thank you for your message.

Please try updating your Host to the latest version 7.1.5.0 as well in order to eliminate version mismatch as one of the factors that can be contributing to the issue. You can update your Host via the Simple Update or manually by downloading the Host installer from this page.

In addition, the issue might be occurring if you have any firewall/antivirus software (including Windows Defender) running on your Host machine which might be mistakenly blocking Remote Utilities  and rendering your Host as inaccessible. Please try adding the Host installation folder to the exception list as described here and see if this helps to resolve the issue.

Hope that helps.

Hello James,

Thank you for your message.

Could you please try following and see if this helps to resolve the issue:
1. Fully exit the Viewer File -> Exit.
2. Locate the file config_4.xml in the C:\Users\[Your_username]\AppData\Roaming\Remote Utilities Files\ folder.
Please note that the AppData folder is hidden by default, so this is why you can't find the Roaming folder. In this case you need to enable "Hidden files and folders" in Windows Explorer settings. Here's how you can do this.
3. Remove the config_4.xml file from that folder.
This will reset the Viewer settings. Your address books won't be affected by this action.
4. Run Viewer, registering it with your license key once again as described here and try adding new connection to see if the issue still persists.

Hope that helps.

Hello,

Thank you for your message.

Unfortunately, there's no feature that allows checking when Host was online for the last time yet. However, we already have this feature in our wishlist, so it will be definitely implemented in one of our future updates.

Hope that helps.

Hello,

Thank you for your message.

The issue that had restricted MINI license users from adding more than 30 remote Hosts to their Viewer's for Mac/Linux address books was already fixed in the latest update.
Could you please double-check if your Viewer for Mac/Linux is updated to the latest version 1.0.12.q Beta 12? In addition, please note that we've re-built the files for beta 12 release just 3 days ago in order to implement a quick-fix for another issue, so just in case please also try re-downloading and re-installing the latest version of Viewer for Mac/Linux once again. The installation file for the latest version of Viewer for Mac/Linux is available for download here.

Hope that helps.

Hello Dave,

I'm glad to hear it works for you now!

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

Hello James,

You don't need to switch the license between techs as it's the same license key for both techs. Please also note that you can register more than just two Viewers with this license key, since our license keys are not restricted to a specific workstation, so you can register any number of Viewers with this license key as long as the number of active techs (i.e. connected in a remote session to a Host) doesn't exceed 2 at a time. [edited]

Please let us know if you have more questions.