Pauline's community posts

Hello Douglas and Gretchen,

I’m glad to hear that it works for you now! We’re currently investigating what might have caused the issue in the first place.

Douglas, thank you! I see your emails in our inbox now, haven’t realized these were from you. Thanks for the clarification!

I’ll let you know once we figured out what have caused the issue.

Please let us know if you have more questions.

Hello Bill,

Thank you for your message.

Could you please let us know if the issue still persists or if you’re able to connect to your remote Hosts?

Looking forward to your reply.

Hello Douglas and Gretchen,

Thank you for your message.

Douglas, unfortunately, we haven't received any emails with your log files. Could you please try re-sending them once again to [email protected]?

Gretchen, please feel free to send your log files for examination as well. In addition, please let us know if you have any antivirus/firewall software installed on any of the Host or Viewer machines.

Looking forward to your reply.

Hello everyone,

Paul Truswell,

I have always used OpenDNS - any known problems with that since the RU changes?

Please note that we haven't made any changes since our latest upd ate which was released on January 14, 2022. For more information on the changes added in that update please see the Release Notes page.


J.R. Cabai,
Here's also a step-by-step guide on how to se t up the Direct connection to your Host that might be helpful.

Eric Dickinson,
Please note that if it would be a software-related issue or even an issue with our servers, our Community Forum as well as the tickets would be flooded with reports from other users. For now it seems like a DNS-related issue which we're currently investigating. We've already had similar cases in the past, for example, like in this thread when Cloudflare suddenly started mistakenly blocking our servers for no reason. Unfortunately, we have no control over how other third-party software or DNS services treat our legitimate software.

To everyone else who have reported back that flushing the DNS cache didn't help - could you please clarify if you have also tried switching your DNS servers to Google Public DNS servers in your TCP/IP properties? Here's a guide on how you can do so. If you haven't tried it yet, please do so and let us know if this works for you.

In addition, if switching to Google DNS servers also doesn't help, please also try performing the nslookup command on both Viewer and Host machines. Here's a step-by-step guide on how you can do it. This might help us to understand if there are any issues with DNS resolution at your particular location (or with your DNS service).
Alternatively, you can also use this service to check the servers availability.
Last but not least, please also feel free to send us your most recent Host log files for examination. You can locate the logs in the following folder: C:\Program Files (x86)\Remote Utilities - Host\Logs\ and send them to [email protected].

We'll keep you updated on the issue.

Hello everyone,

Thank you for your messages.

This is to inform you that we're currently investigating the issue and what might have caused it. Please note that we're only assuming that the issue might be caused by some third-party activity since this is the most common scenario in our practice.

While our developers are looking into the issue, please try the following:

Clean the DNS cache:
- Fully exit Viewer File -> Exit.
- Press Win+R to open the Run dialog.
- Type in ipconfig /flushdns and click OK (or press Enter) to clear the DNS cache.
- Restart Viewer and see if you're able to connect to your Hosts.

In addition, please double-check the following:
- Make sure that required ports are opened on both sides of the connection.
- If you have any antivirus/firewall software installed on your machines, please check if it's not blocking Remote Utilities or access to our servers (please note that you might not be aware of their internal database updates which might mistakenly include our software or even our servers and, therefore, block the access to RU for you without any notifications). If it does, then please try adding Remote Utilities to the exception list as described here as well as adding the DNS name id.remoteutilities.com to the exception list.

Last but not least, since the issue might also be occurring if there are some issues with DNS resolution (for example, on the side of a DNS service, like Cloudflare), please also try setting your DNS servers to Google Public DNS servers in your TCP/IP properties and see if this helps.

We'll keep you updated on the issue.

Hello everyone,

Thank you for your messages.

Please note that our support channels are the Community Forum and the Ticket System (tickets can be submitted by users with commercial licenses). For more information please also see our Support Policy page.

As for the connectivity issue - could you please let us know if any of the remote Hosts that you cannot access are located in the networks with the same ISP as sometimes the issue might be caused by the ISP mistakenly blocking access to our servers.
In addition, please let us know if there's any antivirus/firewall software installed on the remote Host machines that are unavailable for the connection as the issue might also be caused by the antivirus/firewall software blocking our software.

Looking forward to your reply.

Hello Carlos,

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

Please feel free to post another message if you have more questions or need our assistance.

Hello Flavio,

Thank you for your message.

Unfortunately, right now you can only manually re-do your custom installation package even if you want to keep the same settings but update the installer's version. However, we already have a feature in our wishlist that would allow saving the configuration files themselves, i.e. it will be possible to go through the configuration process and only adjust some settings instead of setting them all from scratch. Unfortunately, there's no specific ETA on this feature yet.

Please let us know if you have other questions.

Hello Peter,

Thank you for your message.

Unfortunately, this feature is yet to be implemented - we do have a feature in our wishlist that would let a tech to adjust the resolution on the remote Host's screen. However, there's no specific ETA on this feature yet. Sorry for the inconvenience.

Hope that helps.

Hello Carl,

Thank you for your message.

Do you mean the Host's certificate that can be found in the Host Settings -> Host identity tab? If this is the case, then please note that it's used for an automatic certificate-based Host identity check mechanism.
Host's Internet-ID code is used when you want to connect to a remote Host using Internet-ID connection. For more information please see this page on Internet-ID connection.

As for the license key - it controls the limit on how many remote connections you can add to your address book, for example, free license allows to add up to 10 remote Hosts. For more information on the license types please see this page.

Hope that helps.