Conrad Sallian's community posts

Remote Utilities showing not online

Conrad Sallian, Support (Posts: 2591)

Jan 18, 2021 6:54:48 am EST

Hi Shinichi

I'm not sure LAC Falcon have anything to do with that. This is more like issues on our side (or rather on the datacenter side). Currently the servers are up and running and being monitored. But if you have any issues just let us know.


Remote Utilities showing not online

Conrad Sallian, Support (Posts: 2591)

Jan 18, 2021 5:04:01 am EST

Hi Mike,

The service has been up and running. But we have some suspicions about the network environment there at the datacenter. Currently investigating the issue.

Sorry for the inconvenience.

All clients show offline (almost daily)

Conrad Sallian, Support (Posts: 2591)

Jan 15, 2021 8:43:30 am EST

Hello Karsten,

I'm sorry for the inconvenience but our servers have been up and running all that time. There hasn't been a single downtime. Our technical support has just responded to you via the ticket that you created. We will need log information from you to investigate why your computers cannot connect to our servers.  If our servers had been down for 6 hours this forum would have already been flooded with reports from other users.

As for responding time - please , note that we have our support policy that states that Pro users receive technical support within 2 hours during the business working hours. Our business working ours are Mon-Fri 9 am to 5 pm EST (Eastern Time).

Anyway, we will do our best to help you figure out the issue, but please be informed that our server uptime have nothing to do with it at all. It's very unlikely that we (or other customers) wouldn't have noticed such an extended downtime given the fact that our servers are being monitored with 5 min (and sometimes 1 minute) interval.

How to get WOL to restart RU Host on remote computer

Conrad Sallian, Support (Posts: 2591)

Jan 08, 2021 7:06:58 am EST

Hi David,

Thank you for your message.

At times the host stops running and i cannot connect with the remote computer.

When you say that the Host stops running do you mean that the Host service freezes/fails on the remote computer? Or just that the Host shows offline in your address book in Viewer? The latter can be caused by network connectivity issues , not necessarily by the Host itself being unresponsive.

If it's the former then we should find the reason why the Host service fails because this is abnormal behavior. I.e. we should fix the root cause.

File transfer dont show remote files

Conrad Sallian, Support (Posts: 2591)

Jan 07, 2021 7:22:00 am EST

Hi Samuel,

We can schedule a remote session then to help you resolve this issue since it is hard to tell without actually seeing what's going on.

Will you be available for a session? Please, create a ticket so that we can schedule a session time and receive access credentials from you. Please, do not share access credentials publicly on the forum.

Windows Security Authorization error

Conrad Sallian, Support (Posts: 2591)

Jan 06, 2021 8:24:50 am EST

Hello Jose,

Thank you for your message.

You should change the Auto to Single Password if you want to override the default program sequence:

 - 06 Jan 2021 08:24:08

See also this discussion.

Can't add free license key

Conrad Sallian, Support (Posts: 2591)

Jan 05, 2021 12:22:52 pm EST

Hello Scott,

Thank you for your message.

You should reset your Viewer configuration file:

1. Fully exit the Viewer (File -> Exit).  
2. Open C:\Users\<username>\AppData\Roaming\Remote Utilities Files\ folder. Note that the AppData folder may be hidden by default in which case you'll need to enable "Hidden files and folders" in Windows Explorer settings.  
3. In the folder above locate the file config_4.xml and delete it.  
4. Run the Viewer and re-register it with your license key.

Also, see if you still have your address book backups in that folder. This will let you restore your address book as described here.

Hope that helps.

Blank Host Screen causes color degradation

Conrad Sallian, Support (Posts: 2591)

Jan 05, 2021 12:07:05 pm EST

Hello Andy,

Are you running the latest beta on both ends? I.e. beta 4.

Connection Was Interrupted

Conrad Sallian, Support (Posts: 2591)

Jan 05, 2021 3:39:23 am EST

AsianEggrollM wrote:

Thank you for your reply. I will try that. Do you know when the beta will be pushed to a stable release?

We are going to release the stable version within a month from now.

Viewer logs into the local host

Conrad Sallian, Support (Posts: 2591)

Jan 04, 2021 5:30:42 am EST


Thank you for your message.

When attempting connection do you select the Full Control and View connection mode or RDP mode?

Please, note that the RDP mode just runs the native Microsoft RDP client for you. In order to change the login settings for that mode you can use the RDP tab in connection properties:

 - 04 Jan 2021 05:30:35
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