Conrad Sallian's community posts

Hello,

We understand everyone's frustration. But we had to introduce such strict measures. Antivirus software companies and various spam-fighting organizations (e.g. Spamhaus) are getting increasingly intolerant of remote desktop software, if not to say paranoid.

I understand this for access via 'Internet ID', but for LAN access within my home it would be nice to have it be optional.

That makes perfect sense. We will remove this notification for direct connections in the nearest update. Thank you.  

Is my understanding correct that the paid version does not have this persistent semi-transparent connection alert?

Yes, any paid license will remove this message. And it's not because we want to squeeze more money from our free license users. Rather, it's that we want to make it more difficult to use the "out-of-the-box" software version and free license for illegal activity.

What, exactly, does the paid version have? Does it have any kind of alert at all, or does it have an alert that can be dismissed, does it have an alert that can be optional or configured by the user?

There are the same features as in the free version, i.e. complete functionality. This specific alert isn't shown in the paid version, although it CAN be enabled in that version if the customer wants so for some reason (e.g. warn their remote partners about a connection).

Aleur Smith wrote:

Install the server locally  to test with local ID and it doesn't work either,

it only works with direct connection via local IP

Do you mean "host" (in terms of RU modules) when you say server? That is, not RU Server, right?

We could test right now if you wish. Feel free to send us an email to support@remoteutilities.com, we'll run Host on a test machine and give you access. Let's see if you can see that machine in your Viewer.

Perhaps, it's indeed either an antivirus issue or some perimeter security software (including on the ISP site) is blocking access to our servers. That's the best explanation that comes to mind. Again, this happened before (the ISP Orange, for example).

Hello Everyone,

Our servers are up and running, there were no downtimes.  According to our monitoring data the last time there was a downtime (a few minutes for maintenance) was 15 days ago for one server.

Just in case we have restared our servers now. Please, let me know if the issue persists.

It could also be issues with a certain geographical segment of the Internet or a DNS resolution issue for certain users. Anyway, let's see if we can figure out what's going on.

o they even know it exists? They don't allow me to email them.

The problem you describe did exist some time ago, but it has long been gove. What version of Remote Utilities do you use?

Of course, you can send us an email ) You can always contact us at support@remoteutilities.com . As a paid license user you can also use tickets. The benefits of tickets is that there's everything in one place and different support techs can easily access the history for the ticket and pick up the conversation when needed.

Thanks.

Hello,

It was a network failure at the datacenter. Our engineers restored connectivity as soon as they could. Sorry for the inconvenience.

Hi Mitchell,

Thank you for your message.

The only log on the Host side is this one https://www.remoteutilities.com/support/docs/host-log/

Hope that helps.

Hello Karen,

The recover lost key webform, when used, will send all the license keys associated with your email, including the keys for previous versions if any.

Hope that helps.

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).

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.

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').

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.