Pauline's community posts

Hello,

Thank you for your feedback.

Unfortunately, moving the notification banner to the notification area is not an option since it might be easily overlooked and not noticed by the remote user whereas the end goal of this notification banner is to make software more obvious and noticeable for the remote user. However, we plan to add an option to choose the corner of the desktop to display the notification banner and also to make it completely invisible on the Viewer's side during the remote session - this way it will be less intrusive for the techs working with Viewer.

Hope that helps.

Hello Alison,

Thank you for your message.

Could you please double-check if you're using Host updated to the same version 7.1.2.0? If your Host is not updated yet and there's a version mismatch, please try updating your Host by following this guide and see if this helps to resolve the issue.
In addition, please let us know if there's any antivirus software installed on the remote Host machine since the issue might easily be caused by some antivirus software activity.

Looking forward to your reply.

Hello Michael,

Thank you for your message.

Our development department have confirmed that all Remote Utilities modules are safe and are not affected by the Log4j vulnerability since Remote Utilities does not use the affected library.
We will try submitting a new reputation ticket to Talos once again, so that they can correct the IP address's reputation. You can additionally submit a ticket here as well as we believe that this might speed up the process.

Alternatively, you can also set up and use RU Server which allows using Remote Utilities without connecting to our public servers. For more information please see this page.

Hope that helps.

Hello Dave,

Thank you for your message.

I will forward your feature suggestion to our development department for a review to see if we can implement it in our future updates. I'll keep you updated on this feature.

Please let us know if you have more questions.

Hello Farhan,

Please try clicking the Help button in the menu bar located along the top of your screen. Clicking the Help command will reveal a drop-down menu with the License key storage option - this is where you can add your license key.

I therefore, request you again to please call me and help me completing the process asap.

Please note that according to our Support Policy we don't provide technical support over the phone.

Hope that helps.

Hello Farhan,

Thank you for your message.

Please make sure that your Viewer for Mac is updated to the latest version 1.0.11.q Beta 11. If your Viewer is up to date, then you can register it with a free license key which you can generate using this form. After obtaining the license key, register your Viewer for Mac following this tutorial.

Hope that helps.

Hello,

Thank you for the clarification.

Could you please try updating your Host to the latest version 7.1.2.0 and see if this helps to resolve the issue, since in this case it is most certainly caused by a version mismatch and/or an outdated Host. You can update your Host remotely via the Simple Update feature.

Hope that helps.

Hello,

Thank you for your message.

Unfortunately, we couldn't reproduce the issue. Could you please let us know what version of Remote Utilities you're using and also what are the OSs running on the Host and Viewer machines?

Looking forward to your reply.

Hello Guy,

Thank you for your message.

Could you please let us know what version of Remote Utilities is installed on your Host and Viewer machines running on Windows? If these Host and Viewers are not updated to the latest version 7.1.2.0 then the version mismatch is what might be causing the issue. In this case, please try updating your installation to the latest version as described here or by downloading the installers of the latest version on this page and running them manually.
In addition, please see if any of the solutions listed on this troubleshooting KB page helps to resolve the issue.

Please let us know if the issue persists.

Hello Jane,

Thank you for your message.

I'm glad to hear you've figured out the issue and it works for you now! The issue had occurred because your remote Host wasn't updated to version 7 and we've discontinued the Internet-ID feature in version 6 for free license and trial period users starting February 1, 2022. For more information please also see this page.

Still can't ping id.remoteutilities.com though - don't know if I need to be able to do that?

Yes, we've temporarily disabled the ping. However, all servers are up and operate normally. You can also check the servers availability on this page.

Hope that helps.