Community

Sorry, I managed to view the image now.  So you mean the Pause function, correct? Did you mean that RU entered the paused state on its own, or did you just click the Pause menu item yourself?

I'm just trying to figure out the issue at hand. Thanks.

The image won't load. Could you please upload it elsewhere or just send it as attachment to support@remote-utilities.com?

Thank you!

Hello Brent,

Sorry for somewhat misleading previous replies. At first, we thought there was an issue with OneDrive. But the actual problem is that the program lacks the ability to load an encrypted book (a file with the .encrypted extension) to your Viewer. We also mention it in the Tips section in this documentation article.

I updated the article a bit and added a workaround, see the last item in the Tips section. In fact, if you want to use the "Dropbox" method (or OneDrive for that matter) of sharing your address book, and you want to encrypt it as well, you can simply use the Portable Viewer.

Hope that helps. Let me know if you have other questions.

Hello Rogier,

Thank you for your post. And where do you get this message? I mean "current session on hold". Do you have a screenshot?

Hello Brent,

That is, the Viewer "Select address book" dialog expects .XML files only, but .ENCRYPTED files can be added by pasting the entire file name, but the file will soon be deleted.

Yes, I can confirm that we can reproduce it here. We will be testing this issue more these days to find the reason for this behavior and a workaround or fix.

Hello Brent,

This is a strange behavior, indeed. Let us do some testing, and I will get back to you soon.

P.S. I noticed you also submitted a ticket on the weekend. Sorry for not replying earlier. Anyway, I will answer to this thread then.

Hello Kenny,

Here is a test file. Please, do the following:

1. Download and run the file on the Viewer machine.

2. Click Browse and select the png file that you saved in the remote printing dialog window.

3. Try to print the file on your printer using the three buttons (first Print 1, then Print 2 and finally Print 3).

4. Let us know if you were successful with all the three buttons, or if some of them failed (and which ones).

Thanks.

Hi Kenny,

I can save the image and print it out but this is cumbersome

So it works when you save then print, and doesn't work when you print by clicking "Print all pages" or "Print selected page" buttons, correct?

Hello John,

Exception: Socket Error # 10054

This is similar to the issue reported by Pat. Host has issues contacting the intermediary server due to some network problems either on the Host computer or the network. Also, this might be firewall activity on the same pc or in-between.

See the list of socket error codes.

Hello Pat,

Thank you for your message.

I do not have any other hosts to compare, but this does happen with multiple viewers coming in from different networks.

That might point at connectivity issues on the Host side which is also confirmed by the Host log you are referring to. Socket error #11001 may be caused by plenty of reasons, and generally it's connectivity/network issues between Host PC and remote server (in this case - our public server).

I don't think it is a DNS lookup issue since it does work intermittently.

It would be error #11004 then.

Have there been any other reports of difficulty communicating with the ID servers?

No, the servers are up and running. No recent maintenance or downtimes.

I would recommend that you check the firewall and antivirus software on your Host PC. For Internet-ID connection to work only outbound connection to our server is required, and such connection is normally allowed by default in modern firewalls , but who knows if there is any special policy or filter in place.

As for antivirus software, you could add Host's installation path to its exceptions list. You can do so with any a/v software including Microsoft's Windows Defender if that is what is being used on that computer.

Hope that helps.