1. Do you have a chance to see what is happening on the physical remote monitor screen at this moment?
2. Looks like you have some sort of insufficient rights or maybe your Host was not installed properly. You can try to completely uninstall Host (make sure you also delete the registry entry with its settings) and install from scratch. When installing make sure you are a full administrator. Also, if you have any antivirus software installed add Remote Utilities Host installation path to antivirus software exceptions.
3. We have "per operator" and "per remote PC" licenses. The word user is used interchangeably with "operator" and "technician". It is someone who sits on the Viewer side and actually uses the software for the purpose it was designed.
Sometimes, if we need to distinguish between user-operator and the user sitting at the remote side during an attended session, we simply say "remote user".
One last thing. Do we have to renew licence yearly or is it really lifetime?
You pay for your main license once. You receive free minor updates and one year of free major upgrades. You can use your current software version forever, but if you want , you can upgrade it in a few years at a fraction of the cost. There are no mandatory upgrades - you only upgrade if you yourself decide so. Here is our Upgrade Policy.
7 of them work perfectly fine with RU even if they show "Offline"
Idle or Offline, you mean? In the upcoming release, we'll revamp the statuses and add a "true" online status for ID connections. So far we have to combine both idle and offline states/statuses in one status due to program design.
But 3 of them are "asleep" and cannot be called up in RU. Double clicking their icon (showing "Offline") makes it go to a "||" for a moment then returns to "Offline".
Parallel bars were discontinued a few updated ago. Now hourglass is used. So make sure you have the most recent version installed, both Viewer and Hosts. As of this post, the most recent version is 22.214.171.124.
At the host, what provisions do I need to make or install have Wake On LAN work? Are there settings outside of RU that I need to invoke?
"Wake on LAN" works only in a LAN. It doesn't work over the Internet, at least not in Remote Utilities.
There were neither any downtimes of our servers, nor any changes to the program. Remote Utilities simply doesn't have any auto-update capabilities, so even if we released a new update that wouldn't affect your installations.
We will check information about black listing. However, our servers always have a static IP address - for example, our primary server as well as secondary servers didn't change its IP address for years, and the server itself is the only application/service that is running there. So it would be rather strange if that IP address were added to a black list - there's simply no email or web service there to host anything malicious (even if we hypothesize so :) ).
It would also help looking at your Host log files. Could you please submit a ticket and attach your Host logs to the ticket. Perhaps, the Host can't connect to the intermediaries because of a DNS issue or something else. But we need to take a look at the logs to be sure.
We will check that issue. But strictly speaking, it may not be relevant now because we will be significantly revamping how the address book works in the mobile viewer very soon anyway. Instead of just a simple drop down list we are planning to add a full-fledged address book like you can see in the desktop Viewer.
The site rmansys.ru is the Russian site of the software. It is branded under the name RMS in Russia and CIS.
In both programs/versions, the URL in question used to be accessed by the Viewer to check the license key. Since we no longer use it, we'll remove it from the program altogether in the upcoming version 6.5.
As for Kaspersky detection, we sent a false positive request to them so hopefully they'll fix this issue soon.