Pauline's community posts

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.

Hello Michael,

Thank you for your support!

We will keep everyone updated and will let you know as soon as the update with the implemented fix is available.

Please let us know if you have more questions.

Hello Michael,

Thank you for your message.

Yes, this is a known issue which will be fixed in the next update for Viewer for Linux. Sorry for the inconvenience.

Please let us know if you have more questions.

Hello Michael,

Thank you for your patience.

It seems like we were able to reproduce the issue - I will now forward it to our development department and ask our devs to look further into it to see if we can fix it in the next update for Viewer for Linux. Sorry for the inconvenience.

I'll let you know if there are any additional updates on the issue.

Hello Michael,

Thank you for the clarification.

We will test this out in our environment to see if we’re able to reproduce the issue with Viewer for Linux.

I’ll get back to you with an update on the issue shortly.