Conrad Sallian's community posts

Cannot connect to any of my clients

Conrad Sallian, Support (Posts: 2750)

Oct 17, 2021 2:56:27 pm EDT

Hello Asaf,

Also responded via the tickets. As of multiple RUT users - so far only two users from Australia are having this issue. We have even restarted our Australian servers to be sure that it's not some hind of hang or glitch. But as I mentioned in the ticket - there hasn't been a single downtime these days (well, for many days, to be honest).

Cannot connect to any of my clients

Conrad Sallian, Support (Posts: 2750)

Oct 17, 2021 5:48:09 am EDT

Hello Asaf,

For testing/isolating the issue, could you do the following:

1. Back up your current address book.
2. Close Viewer and delete the address book from the %appdata%\Remote Utilities Files\ folders (connections_4.xml).
3. Start Viewer, add a new connection to one of your Hosts and see if you can connect.

1 minute delay normal for remote computer screen to show up

Conrad Sallian, Support (Posts: 2750)

Oct 16, 2021 9:42:10 am EDT

Hello,

Snowbound wrote:

Both the Host and the Viewer were downloaded from your website. all of these computers were connected via a wired connection to a 1GB switch back to my router. All of them were using the Internet ID since I am testing the software if it meets my needs to provide support to people elsewhere.

Yes, it might take up to a minute if you wait for the automatic online connectivity check in Viewer to trigger the next check (there is approximately a 30s - 60s) interval. However, if you manually click 'Refresh status' button on the Connection tab in Viewer this will override automatic check and show you the computers that are currently visible to Viewer (i.e. 'online').

Cannot connect to any of my clients

Conrad Sallian, Support (Posts: 2750)

Oct 16, 2021 9:37:47 am EDT

Hi Keith,

UPDATE .. they have now reconnected, must have been a glitch in the Matrix ..

Good. Don't hesitate to send us a message if you need any help.

Cannot connect to any of my clients

Conrad Sallian, Support (Posts: 2750)

Oct 16, 2021 9:30:57 am EDT

Hello Keith,

We did replace one of our severs recently, but it wasn't a server in Australia. Still, I recommend that you reset ('flush') the DNS resolver cache on your Viewer computer just in case.

In order to flush DNS please execute this command in Windows CMD:

ipconfig /flushdns

If that doesn't help try to reset it also on of the Host computers and test connectivity. If that doesn't help please let us know.

Thanks.

cannot drag the licence key

Conrad Sallian, Support (Posts: 2750)

Oct 16, 2021 9:26:49 am EDT

Hi Ajay,

Thank you for your message.

Instead of dragging the key try clicking on the drop area to open a standard "Open" dialog window and navigate to the key's location.

If you still have difficulty adding your key to your online account please let me know.

Detected by antiviruses

Conrad Sallian, Support (Posts: 2750)

Jul 01, 2021 11:22:23 am EDT

Hello David,

We are not responsible for poor code and quality of antivirus software vendors, especially noname vendors who are not even bothering responding to false positive reports. Antiviris software industry is in dismal state nowadays, they bring more harm than good. I wouldn't even take them and their 'detections' seriously, they have nothing to do with real security.

Detected by antiviruses

Conrad Sallian, Support (Posts: 2750)

Jul 01, 2021 8:31:59 am EDT

Hello David,

Thank you for the report. Have you tried contacting Avast with this issue? Unfortunately, we cannot update their signature databases to remove the false positive. Only they can.

Viewer for Mac and Linux - Beta testing

Conrad Sallian, Support (Posts: 2750)

Jul 01, 2021 7:33:51 am EDT

It's most likely this year.

Viewer for Mac and Linux - Beta testing

Conrad Sallian, Support (Posts: 2750)

Jul 01, 2021 7:17:55 am EDT

Hello Johnny,

The ability to 'add using code' in Linux/Mac Viewer isn't available yet. We are sorry for that. We'll add that in the final release.

Thanks.

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