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Conrad Sallian's community posts

All connections are offline (WatchGuard blocking RU servers)

Conrad Sallian, Support (Posts: 2985)

Apr 05, 2019 6:38:24 pm EDT

Hello Jorge,

Thank you for your message.

Did you try contacting the firewall manufacturer?

FR: Linux, Mac - Host

Conrad Sallian, Support (Posts: 2985)

Apr 05, 2019 5:53:37 pm EDT

Hi Richard,

All three modules are important. It's only that we decided based on our user feedback that Viewer will be the first to go.

FR: Linux, Mac - Host

Conrad Sallian, Support (Posts: 2985)

Apr 05, 2019 4:11:02 pm EDT

Hello Richard,

What parts are you currently developing for MacOS?

We are currently working on Viewer for Mac. Host and Agent will be made available some time later after that. As for Linux versions - since the code base is almost the same for Mac and Linux there is a good chance that Linux versions will see the light at the same time as Mac versions.

May I also ask how many developers the company has? (I understand if you would rather not let us know)

Sorry, we do not disclose such information. We are a privately owned company, not a publicly traded one.

Will beta versions be publicly released or internal only?

Yes, of course we will provide a beta version for open testing and maybe even show the alpha too.

Thanks.

FR: Linux, Mac - Host

Conrad Sallian, Support (Posts: 2985)

Apr 05, 2019 11:53:49 am EDT

Hello Richard,

Thank you for your questions.

Is a MacOS client currently being developed? (I don't want eta just if it is currently being developed)

Yes, this is what we are currently working on.

Is there anything we (as customers) can do to get the MacOS Client quicker? (As it is one of the only downsides of this software)

Unfortunately, no.  

Is there anyway we can develop our own MacOS client?

Sorry, but there is no way for that either. We do not accept third party code and even volunteer language translations.

All connections are offline (WatchGuard blocking RU servers)

Conrad Sallian, Support (Posts: 2985)

Apr 04, 2019 5:43:01 pm EDT

Hi Linda,

With that service - yes. But perhaps not with Remote Utilities, if you still cannot connect without whitelisting our server addresses manually first.

Unfortunately, we do not have direct control over WatchGuard detections. We are in the same boat as you - all we can do is contact them and ask to remove the false positive detection.

All connections are offline (WatchGuard blocking RU servers)

Conrad Sallian, Support (Posts: 2985)

Apr 04, 2019 5:14:30 pm EDT

Hello Linda,

We do our best to help as fast as we possibly can. However, this specific issue isn't a fault of Remote Utilities. It is an issue with WatchGuard Firewall/Firebox erroneously blocking our legitimate service (as reported by several different users/customers already).

Moreover, judging by a yesterday's tweet addressed to WatchGuard Remote Utilities isn't the only service that was affected.

We recommend that you as WatchGuard customers contact them too and ask for this issue to be resolved as quickly as possible.

Constant Disconnecting

Conrad Sallian, Support (Posts: 2985)

Mar 31, 2019 6:09:39 am EDT

Hello Michael,

Thank you for your message.

We have hundreds of thousands of users that utilize the Internet-ID connection. 3-4 reports do not make the problem systemic - otherwise this community forum would have been flooded by tens and hundreds of messages and that we cannot observe. There are numerous external reasons why an Internet-ID connection may not properly work at a given time and place.

Only logs can tell for sure what is happening. Therefore we kindly ask you send us your Host logs to support@remote-utilities.com for our examination.

Thank you.

Constant Disconnecting

Conrad Sallian, Support (Posts: 2985)

Mar 31, 2019 6:04:46 am EDT

Hello Greg,

Thank you for the kind words.

Your connection logs, especially the logs from the Host side would help diagnose the issue in this specific case. Feel free to send the logs to support@remote-utilities.com.

I know the hosts are online but they are showing offline

Conrad Sallian, Support (Posts: 2985)

Mar 31, 2019 6:00:42 am EDT

Hello Rob,

Thank you for your questions.

There is no such setting per se, i.e. the Host is supposed to be online provided there are no issues or factors that would prevent it from doing so (either on the Host side or Viewer side). If ALL of your Hosts are not shown as online in Viewer perhaps the issue is on the Viewer side which cannot connect to our intermediary server for some reason (or your self-hosted server if you use one).

This Internet-ID connection troubleshooting guide can help you figure out where the problem might be https://www.remoteutilities.com/support/kb/cannot-connect-using-internet-id-connection/ .

Feel free to submit a support ticket if the issue still persists.

Host window zoom out

Conrad Sallian, Support (Posts: 2985)

Mar 27, 2019 5:36:30 pm EDT

Hi Rob,

We will add your suggestion to our wish list. Thank you.
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