Conrad Sallian's community posts

Hello, Thomas

Can I privately message you a video showing the reproduction of the issue? Maybe it can help your development team understand what is going on.

Sure, go ahead. You can send the link to support@remote-utilities.com.

I highly recommend you check your antivirus software settings, and specifically add both Viewer and Host to its exceptions list (white list). If there is any blocking it well may be on the a/v software side.

I have had the same, problem. I replicated the issue and conrad said it was my local pc and didn't provide any further help.

Hi Brian. Unfortunately, this is one of those issues that are caused by external factors which may be specific to just certain machine. Quoting the initial post:

I then installed the Viewer software on another Windows 10 system and it worked fine.

That said, there is little we can do in this situation except starting to examine a specific customer's machine and trying to guess what software causes the block. A quick solution would  be to check the security software first.

Note that simply disabling a/v software may not work - surprisingly many of these programs still work even if you disable them.

Hello Thomas,

Thank you for your report. We couldn't reproduce this problem. However, it looks like this problem is specific to that one Viewer machine. Are there any special utilities running there especially those that could use or modify the behavior or keyboard/mouse?

Hello Alex,

The iOS/Andorid apps will be updated very soon to work with the new beta.

Hello Douglas,

Thank you for your questions.

1- Do both host and viewer need Internet access?

Not necessarily. It all depends on whether you need remote access over the Internet or you want to restrict the program to local network only. Either scenario is possible. Unlike some other well-known programs Remote Utilities is flexible enough to be used both for Internet-based remote support and for the use in isolated and strictly secured networks.

See more about:
Internet-ID Connection
Direct Connection

2- Can RU server be behind firewall (192.168.1.x IP)?

Yes. However, since the server should be directly accessible by both Viewers and Hosts you might need to forward port on your router. See more about making server accessible.

Let me know if you have other questions.

Hello Ed,

If you are connecting outside the network you should use the Internet-ID connection or forward ports on the router in between subnets , if this is a LAN.

Hope that helps.

Hi Jorge,

Thank you for your post.

Please, check if the drive letter Z is available on the Viewer PC. This drive letter is temporarily used during update operations in the Remote Install tool.

Let me know if the problem persists.

Hello Jorge,

Perhaps, the license key text was garbled or something. Anyway, I identified you as a paid customer and manually raised your support level. Feel free to submit a support ticket now.

Thanks.

Hi Mario,

You are welcome! Don't hesitate to post whenever you need any assistance with the program. We are always happy to help.

Hi Wanda,

You can disconnect them by clicking on an "X" in the notification window:



Hope that helps.

Hello Wanda,

You might want to enable notification panel in the Host settings. Here is how https://www.remoteutilities.com/support/docs/notification-panel/ . Note that in the latest beta version 6.9.0.1 this check box is located on the "Interface" tab in the Host settings window.

Hope that helps.