Pauline's community posts

Hello John,

Unfortunately, I'm not sure about what specific event we should look for in the Windows Event log - I'd forward this type of logs to our developers, so that they can check if there's something that might be causing the issue.

Hope that helps.

Hello Mike,

Thank you for your message.

Could you please double-check if you can locate the Help menu option on the Menu bar located at the very top of your desktop? You should be able to find the Help menu there which can invoke the License key storage.
In case if the Help menu does not display in the Menu bar, then could you please send us a screenshot, so that your Viewer is visible along with the Menu bar (please make sure to hide/blur any sensitive information).

Hope that helps.

Hello Bruce,

Thank you for your message.

Please note that the Internet-ID connection feature via our public servers was discontinued for version 6 of Remote Utilities registered with the free license or in a trial mode.
In order to continue using Remote Utilities please update your installation to the latest version 7.1.2.0. In order to do so, please update your Viewer first by following this guide. Then please download the installation file for Host of the latest version on this page, run it on the remote Host machine and follow the steps provided by the installation wizard - this will automatically update Host and carry over the previous settings to the new installation.
Last but not least, please obtain a new license key using this form and register your Viewer as described here.
For more information on these changes please also refer to this page.

Hope that helps.

Hello Anthony,

Thank you for your message.

Could you please let us know if you have any antivirus/firewall software installed on your Server, Host or Viewer machines (i.e. except for the firewall at the Server's perimeter)? If this is the case, then the issue might be caused by the firewall/antivirus software activity. Please try adding Remote Utilities installation folders to the exception list as described here and see if this helps to resolve the issue.

In case if adding RU installation folders to the exceptions didn't help and the issue persists, please feel free to send us the log files for examination. Here's how you can locate Host logs, RU Server logs and Viewer logs as well. You can send the log files to [email protected].

Hope that helps.

Hello John and Peter,

Thank you for your messages.

Unfortunately, we couldn't reproduce the issue with the Host being affected by the Windows update, so, perhaps, something else might be causing the issue. However, we'll keep an eye on this issue and will be monitoring it closely in case if it re-occurs or can be reproduced by more users.

In case if the issue persists or re-occurs, please feel free to send us the Windows System Event log for examination. You can obtain the Event Log by following this guide and send it to [email protected].
In addition, in case if you have some antivirus/firewall software installed on the machines where the issue occurs (like John have mentioned), then their activity might be causing or contributing to the issue.

Please let us know if you have more questions.

Hello John,

Thank you for your message.

Seems like the Windows update affects Remote Utilities somehow - perhaps, by deleting some files or registry keys. Actually, one more user have also reported that updating their Windows affected their RU installation.
I'll forward this to our developers as well - perhaps, we will be able to reproduce the issue and find out what exactly this update does is that we can fix it. Sorry for the inconvenience.

I'll get back to you with an update on this shortly.

Hello Patrick,

Thank you for the clarification.

I'll forward the issue to our developers and will ask for their input on this. Sorry for the inconvenience.

I'll get back to you with an update on this shortly.

Hello Patrick,

Thank you for the clarification.

In this case, the comment field's content might be disappearing since your address book syncs with the address book on the RU Server that doesn't have these changes yet. Could you please try signing in to your RU Server first and then adding the text to the comments field afterwards? This way, both address books will sync automatically and the comments should be added to the Server's address book as well, so the next time you run Viewer or sign in to your Server, the comment field should stay intact.

Please let us know if this works or if the issue persists.

Hello Dave,

Thank you for your message.

Yes, Host and Agent for Mac and Linux OSs are already in the development stages and we hope to release them as soon as possible. Unfortunately, we cannot provide any specific ETA on this release yet. Sorry for keeping you waiting.

Please let us know if you have other questions.

Hello Patrick,

Thank you for your message.

Could you please clarify if you mean the comments for the connections in the AD tree that are displayed in the Viewer's navigation pane as described here or do you mean that you have the AD integration set up via RU Server as described here?

Looking forward to your reply.