Pauline's community posts

Hello Les,

Thank you for your message.

We're glad to hear you were able to figure out the issue! These issues usually occur when the Viewer's configuration file was somehow corrupted/damaged which might have been caused by some antivirus/firewall software activity. In order to avoid similar issues in the future, please add the Viewer's installation folder C:\Program Files (x86)\Remote Utilities - Viewer\ to the exception list of your antivirus/firewall software if you have any installed.

Please let us know if you have other questions.

Hello Deden,

Thank you for the clarification.

Please note that when connecting via Direct connection or Internet-ID connection via the self-hosted RU Server, you can choose any other port that is available for you. In case if you're using Direct connection, you can change the port to a custom value in the Host Settings -> Port tab and Viewer's Connection Properties window -> Network tab.
If you use Internet-ID connection via the RU Server, you can change the Server's communication port as well by following the instructions provided on this page.

Hope that helps.

Hello Les,

Thank you for your message.

Could you please let us know if the issue still persists for you or if you're able to connect to your Hosts right now?
We've had a minor issue on our servers which occurred during the weekly maintenance, however, the issue was already fixed and other users have reported that the connection was restored for them. For more information on this issue you can also refer to this thread.

Looking forward to your reply.

Hello John,

Thank you for your message.

The banner will still not show for the host or the viewer with paid version correct?

Yes, of course, these changes do not affect any paid license and the banner will remain hidden. However, you can always enable the notification banner in the Host Settings if needed.

Please let us know if you have more questions.

Hello M R and James,

Thank you for your messages.

M R,

How can I remotely downgrade a server?

Do you mean that you want to downgrade Host? Please note that we don't recommend downgrading your installation of Remote Utilities, since Internet-ID connection feature for version 6 was discontinued for free license or trial period users. For more information on these changes please see this page.

Or you can make it go away after 15 or 30 mins? That will be enough for any security considerations you might have and would still allow my grandparents to use the computer after a while.

Please note that we plan to improve the notification banner feature and will add an option to hide the banner on the Viewer's side during the remote session, so that it's only visible on the Host's machine. For more information please see this page.
In addition, please note that after you disconnect and the remote session is ended, the notification banner is not displayed as well.

JAMES THOMA,

The bottom right corner is likely the worst position it could be when reviewing Quickbooks reports as the message covers the report totals. I would prefer the message be at left bottom or top.

Please note that we will add an option to choose the corner to display the notification banner in our future updates, i.e. you will be able to choose any corner of the screen instead of the default location.
In addition, we will add the option to hide the banner on the Viewer's side while connected in the remote session.
Both of these changes hopefully will be available in one of our next updates, but, unfortunately, there's no specific ETA for them yet. For more information please see this page.

Hope that helps.

Hello James,

Thank you for your message.

Unfortunately, in this scenario the WoL feature within Remote Utilities wouldn't work as you need to have Host and Viewer or at least Host and the intermediary Host in the same LAN and subnet.

However, you can try waking the remote Host machine (located in another network) by sending magic packets. Please see this forum thread where one of our users has provided an extensive tutorial on how to remotely start a Host machine from a full shutdown via the WoL feature by sending magic packets.

Hope that helps.

Hello John,

Thank you for your message.

I suppose that can't be changed, for example to display a message saying, "Can't connect to outdated v6 host. Upgrade host to v7 or purchase a paid license." without a new version of the viewer software.

Unfortunately, currently the mechanism that fetches the Host's version works this way that you need to sign in/connect to the remote Host in order for the updated version to display in Viewer - we already plan to improve this mechanism in the future updates.
In addition, we will also add a feature that will allow to run a diagnostics report on the Viewer's side to see what factors might be causing a connectivity issue, including the version mismatch.
Unfortunately, we can't provide any specific ETA on these features yet.

Would it be possible with a free v7 license in a v7 viewer, connecting to a v6 host, to allow Remote Install -> Update Host? IE just allow that one operation. This would seem to ease pain for free users while still encouraging them to upgrade to the latest and greatest and most secure version.

Thank you for your suggestion. Unfortunately, currently this is not possible, however, I will forward this suggestion to our development department for a review, to see if we can implement it or come up with an additional way for free users to upgrade their Hosts.

Please let us know if you have more questions.

Hello,

Thank you for your message.

Unfortunately, the temporary key has already expired and it's only possible to upgrade the remote Host manually by running the Host installation package of the latest version 7.1.2.0 on the target remote machine.
The latest version of Remote Utilities is available for download on this page.
Sorry for the inconvenience.

Hope that helps.

Hello Allan,

Thank you for your message.

Unfortunately, this feature was discontinued starting version 7 of Remote Utilities. For more information please also see our Release Notes.
However, since you're using version 6, I've forwarded the question regarding this issue to our developers to check with them if it might be expected behavior.
Sorry for the inconvenience.

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

Hello Allan,

Thank you for your message.

We appreciate your support and feedback. Unfortunately, Host and Agent for Mac/Linux are still in development. However, we're doing our best to make them available as soon as possible - hopefully, we will be able to release Host/Agent for Mac/Linux by the end of the first half of this year as it's also amongst our highest priorities at the moment.
Sorry for keeping you waiting.

Please let us know if you have other questions.