Conrad Sallian's community posts

Hi Douglas,

No connection.
I've added a rule to insure port 5655 allows a connection outbound.
No connection.
I have sent you the log file.
Any clue now on why?

If the Host is working (the service is running), there’s an Internet connection on the Host side, and there’s still no connectivity with RU public servers, the most probable cause is security software blocking outbound access for Host. In this case, it’s not necessarily the endpoint software — it could be a perimeter firewall (especially in an organization) or the ISP. That should be the first thing to check.

None of these have any option for reinstall.
Often a "check for updates" appears in things like the "about Remote Utilities"
Is this an oversight or is it quite impossible for this service to manage downloading and
running an update of itself?

It is not an oversight — it is intentional. Why? To avoid the loss of control over the update process and prevent a situation where remote Hosts are updated to a newer version than the Viewer, which might break some functions. The Viewer is supposed to orchestrate the updating process — both for itself and for the remote Hosts.

Hosts can be updated from the Viewer side in multiple ways, one of which is called "Simple update," which essentially sends an update command to the Host for the Host to self-update.

Hope that helps.

Hello Douglas,

Why Port 443?
I've only heard of port 5655.

This is a fallback port used instead of 5655, in case port 5655 is unavailable for any reason. Ports used by Remote Utilities.

Hi Rick,

Yes, we've just renamed the license for clarity.

Thanks.

Hello Geoff,

Thank you for your message.

Is there any specific information or a screenshot as to what parts are blocked? There's also a post on the subject in the Microsoft community here.

Hello Russ,

Thank you for your message.

You could open (e.g. via File Transfer) the C:\Program Data\Remote Utilities\Logs\ folder on the remote computer. These are the Host logs and if Internet-ID is enabled the Host's Internet-ID is reported in them. In a line like this:

Relay node: OK ID: xxx-xxx-xxx-xxx; Port: 5655; Try count: 1

Hope that helps.

Hello Jim,

Thank you for your message.

Host and Agent have identical settings and configuration options, so whatever you configure for the Host should also be done for the Agent — namely, specifying your RU Server address in the Internet-ID connection settings.

Also, when connecting, please make sure you’ve specified your RU Server in the connection properties in Viewer for that specific Agent entry. It’s possible that something was simply missed, which is causing it not to work.

Let us know if this helps.

Hello Antwan,

Thank you for your message.

Could you please clarify what specific shortcuts do not work.

Hi Robert,

Thank you for your message.

Unfortunately, capturing sound isn't currently available for Viewer for Linux/Mac.

Hello,

There can be many potential reasons why a connection might fail, including—but not limited to—DNS resolution issues within a specific network segment, temporary global outages, data center connectivity problems, or even restrictions or disruptions caused by specific ISPs. While our servers are up and running normally at the moment, we’re continuing to monitor the situation closely. If the issue persists, we recommend trying a different network or contacting your ISP for further assistance.