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Hello Mike,

A few questions:

1. Could you please provide the exact  release numbers (you can open Help -> About in the Viewer).

2. You only update/change Viewer, not Hosts, correct?

3. For simplicity of the experiment I recommend that you run portable Viewer from two different folders (i.e. each version resides in a different folder). You can populater both address books with same hosts. So in order to compare how it works in different versions first run rutview.exe from one folder, then run rutview.exe from the other folder.

Again, we cannot reproduce this in our environment (although we will try our best) , and your input will be helpful .

Thanks!

Hello,

Thank you for your message.

Yes, this is a known issue. This is a typo in the localization file for the German language. We will fix it in the next update.

Meanwhile, you can simply replace the German.lng file in the Viewer installation folder with this one (in your web browser right-click and select Save file as..).

Hope that helps.

Hello Gary,

The beta version doesn't require a registration with a license key since it's in a beta stage and freely available. In order to install Viewer for Mac download the dmg file on your Mac computer and double click/run it. This will invoke a window where you should drag the program icon to the Apps icon folder which will copy/install the files to your Applications. You can then run Viewer from there.

Any help at a basic level would be very helpful...

Since the beta Viewer is currently limited in functionality we are not proving extensive documentation for it. Rather, everything that you need to get started is covered in this blog post. By the time we release the final version which is going to have more features than these initial beta releases we will also provide complete documentation.

Hope that helps.

Hello Jay,

Could you please take a screenshot of your Host settings , the Authorization tab and post it here? Just to make sure that you have at least one authorization method enabled.

I have set single password in the host and in the viewer (checked multiple times).

Could you tell exactly where in Viewer you set that?

Hello Ben,

Here is the documentation on ports, specifically the ports used by RU Server https://www.remoteutilities.com/support/docs/ports-and-port-forwarding/

If you change RU Server communication port make sure that you also change it on Viewer and Host side so that they use the correct port.

Also, this knowledge base article lists possible causes for Internet-ID connection issues https://www.remoteutilities.com/support/kb/cannot-connect-using-internet-id-connection/

Hello Jay,

Maybe you could help me out with this, since my mental health's slowly going down on this... %-)

Please, make sure that you specify the correct Internet-ID of your Host in Viewer properties. Besides, it's unclear whether you use our public hosted server or your own self-hosted server. If the latter both Host Internet-ID settings and the Internet-ID settings in Viewer connection properties should reflect that.

Hello Stephen,

Yes, thank you. We have sent an email to you now.

Hello Kubris,

Could you tell us the competitor program name and also the actual program for which you use a shortcut (e.g. Alt + F4)? We will test it.

You can send a message to support@remoteutilities.com if you want.

Thanks.

Hello Ben,

Ok so you know when they go active they look like (see attached screenshot). This is because i am on their network now and directly connected. The Server connections is still showing idle even if i remote.

Unfortunately, this is not the case. Yes, they are online (which here means "available", "ready") and they should be in the "Idle" tab in your server panel.

When they are active (i.e. logged in) the thumbnails will either show a green monitor or a preview of the remote screen. And in this case they should be visible in the "Active" tab on the server.

prior the Connections would be online all the time with the server being able to switch to connect. When not on vpn, i cannot connect to them all of a sudden. I didnt change my firewall when it was working. I even have server port 5655 open so What else can i check to see why they dont connect off vpn. i didnt change any settings they just went offline and never connect anymore. Are there suppose to be additional ports open for agents to remote and show online when not directly connected. As you can see they can communicate to the server. They are idle.

If the hosts are in the idle list on your server that at least means that the "host -> server" leg of the connection works. However, if you cannot connect (and you see the connection items as "offline" in your Viewer) that means that it is the Viewer that can't communicate with your server due to some reason.

If this happens while your Viewer computer is on a VPN you should make sure that you can access your self-hosted server from that network. This might be the real reason for the issue, and not the hosts or the server.