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 126.96.36.199.
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.
a. You can use the Remote Camera mode for that. Please, be aware that in this case a warning banner is being shown on the remote screen telling the user that they are being watched/listened.
b. You can enable video-recording during a session. There's a record button/icon on the toolbar in the Full Control mode. In the Screen Recorder mode though you can only take screenshots, but you don't have to be actively connected to the remote PC for that, i.e. you can schedule the screenshot taking process.
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.