Constant Disconnecting

Conrad, Support (Posts: 2368)

Sep 20, 2018 4:53:01 am EDT

Hello Carol,

Feel free to send us the Host log files at for examination. You can locate the logs in the Host installation folder
C:\Program Files (x86)\Remote Utilities - Host\Logs\

Callback connection docs need an update

Conrad, Support (Posts: 2368)

Sep 19, 2018 8:12:48 am EDT


TBH, I would rather not break my current viewer settings :-). If you can confirm that the contents of "%APPDATA%\Remote Utilities Files" folder is all that I need to recover, I will try tomorrow (time permitting).

You really won't break anything if you just delete one of your callback connections. And yes, the Viewer keeps all its settings and data in that %appdata% folder.

However, I think network issues are highly unlikely here, at least in the sense you probably mean them - I am using a set of direct connections over an SSL tunnel, and the tunnel has been tested and retested multiple times and is working perfectly. Plus, if it *was* a network problem, the host's callback connections window should not display "connected"...

A network problem does not necessarily mean that the tunnel is bad or low performing. Perhaps the 'problem' is an incorrect word chosen. It could be a specific security setting for instance or anything else , either on the PC or the router that would affect how a specific application uses the network. There are hundreds of hardware and software manufactures after all.

In fact, I am completely baffled by the need of the hosts to actually provide *any* callback port. Obviously, the hosts are connecting to the viewer, but they are only connecting to one specific IP address and one specific port.

When you use callback connection it's the Viewer that is listening and the Host that initiates a connection, not vice versa. The Host should know the Viewer's listening port in order to be able to connect (along with Viewer's IP address , of course).

They don't have any need for a local port setting, as any traffic should go over the connection they initiated.

In order for something to go over a connection, a connection must be initiated first. That is the point.

Callback connection docs need an update

Conrad, Support (Posts: 2368)

Sep 18, 2018 1:47:27 pm EDT

Hello Pepa,

Thank you for your message.

Could you try to disable/delete the first connection and see if the second connection will start working immediately. I'm not sure this is the case. That is - the problem is not that one connection is getting in the way of another, the problem is most likely that there are some other connectivity (network) issues.

View mode on android mobile.

Conrad, Support (Posts: 2368)

Sep 18, 2018 4:14:33 am EDT

Hello Vasile,

The "View only" mode is currently not supported in mobile version. We will add support for this mode in subsequent updates.


Conrad, Support (Posts: 2368)

Sep 17, 2018 2:27:54 pm EDT

Thanks, Brian. Noted.

Version 6.9 Beta - main discussion

Conrad, Support (Posts: 2368)

Sep 14, 2018 9:00:59 am EDT

Hi Mark,

Perhaps, the server data files (including the address book) were indeed corrupted or deleted by antivirus software for some reason. While this might be strange (they cannot be malware even in theory), yet all too often antivirus software doesn't care much about whether their detections are right or by mistake.

Anyway, you should still have a backup of this book on the Viewer side. So you can restore everything. Here is the suggested process:

1. Make sure that you have the server 2.7 beta installed.
2. Set up a new address book sync just as you did earlier.
3. Locate your address book backup and import the book into the synced book in your Viewer (see Restoring, as the process is the same for synced books as well). This way you will go from bottom up - i.e. you will restore your server book from a backup on the Viewer side.

This should suffice, i.e. the sync process should work then as normal.

Let me know if you need any assistance.

Version 6.9 Beta - main discussion

Conrad, Support (Posts: 2368)

Sep 14, 2018 8:48:24 am EDT

Hello Mark,

Thank you for your message.

I just lost this one now.

Do you mean that you lost your address book on the Viewer computer (the local book, synced with the server) or the server book?

Any ideas whats going on and how to fix it?

By default the Viewer automatically keeps daily backups of your address books. You can find them in the program's %appdata% folder. Here is more information about backup process and how to restore your book(s).

Please, make sure that so long as you use Remote Utilities beta that you should also use Server 2.7 beta with it. You can find it on the same beta download page. The current stable server may not be fully compatible with RU beta.

Looking forward to your reply.

prevent video surveillance pop up sing in host

Conrad, Support (Posts: 2368)

Sep 14, 2018 6:31:39 am EDT

Hello Alejandro,

Remote camera feature per se has been discontinued. It will no longer be available in subsequent updates of the program.

There is no way to disable this banner because doing so would violate remote user privacy. Sorry for that.

Updating Connection name to current Device name

Conrad, Support (Posts: 2368)

Sep 14, 2018 6:28:34 am EDT

Hello Jonathan,

Just wanted to clarify a few terms. The connection name is actually just a descriptive name for the entry in the address book. Whereas the actual value used as a remote computer address (this can be a hostname/DNS, an IP address or Internet-ID) is stored in either the "Direct connection" or "Internet-ID connection" field. I assume that it is one of these fields that you mean when you mention the connection name.

but is there anyway to prompt the host to check the device name and update its entry in the address book.

This problem does not exist if Internet-ID connection is used because the Internet-ID code stays the same on the host regardless of computer name. If you explicitly use direct connection though, there is no way for the Host to communicate back to the Viewer in case its hostname has changed. The Viewer will simply show the Host as offline in its address book.

You can try the following solution - switch to using Internet-ID connection. While this connection type uses an intermediary server the program still tries to find and use direct route between Viewer and Host, if possible. For this to work you should still keep the incoming TCP port 5650 on the Host open though, just as with the regular direct connection.  

If you don't want the program to connect to our public ID servers feel free to install and use the self-hosted server, it's free.

Hope that helps.

Updating Connection name to current Device name

Conrad, Support (Posts: 2368)

Sep 13, 2018 1:52:46 pm EDT

Hello Jonathan,

Thank you for your question. Do you use Active Directory sync capabilities available in the Viewer?
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