Conrad Sallian's community posts

Anyway to prevent constant "remote desktop connection" errors?

Conrad Sallian, Support (Posts: 2953)

Mar 19, 2019 4:07:12 am EDT

Hello John,

We examined the logs, it seems that Host is having difficulty connecting to our intermediary server ( id.remoteutilities.com) due to some network reasons. Unfortunately, we cannot tell you exactly what that might be because troubleshooting network problems is beyond the limits of our assistance.

One thing I noticed is the connection IP address is sometimes 192.168.19.4 which would be correct
and then sometimes 127.0.0.1 -- is this a local proxy thats interfering ? or could it be when the

Could you tell me where exactly did you see this line?

or could it be when the OpenVpn VPN is connected -- will be looking in top this also
we use Kaspersky on the two machines that are having problems

If you use VPN between Viewer and Host you are advised to use direct connection instead of Internet-ID connection.

Cannot access hosts shown as online

Conrad Sallian, Support (Posts: 2953)

Mar 14, 2019 4:05:29 am EDT

Hello Eivind,

Thank you for your message.

Please, update your Viewer to the most recent version. The problem might be caused by version mismatch between Viewer and Host.

MSI

Conrad Sallian, Support (Posts: 2953)

Mar 12, 2019 5:49:17 pm EDT

Hello Michael,

Thank you for your message.

We no longer provide an msi installer for Viewer since Viewer is not supposed to be mass-deployed using GPO as Host is. We still provide an msi installer for Host though.

Don't  hesitate to ask me if you have other questions.

Remote Utilities Server

Conrad Sallian, Support (Posts: 2953)

Mar 12, 2019 9:16:27 am EDT

Hello Michael,

Thank you for your message.

Different RU Servers cannot communicate with each other. If you are looking for a failover mechanism which would allow you to switch from server A to server B in case server A is down, you can use a "DNS trick". That is, you should use a DNS name for your server that points at server A's IP address. If server A is down, simply update your DNS record and point it at server B's IP address (the server should be running of course). These days DNS propagation literally takes seconds or minutes at the worst, so your remote connections will be quickly up and running again.

Hope that helps.

FR: Linux, Mac - Host

Conrad Sallian, Support (Posts: 2953)

Mar 10, 2019 3:35:25 am EDT

Hello Javier,

Thank you for your message.

Mac/Linux Viewer is in development but we cannot provide an ETA yet.

How to open rrf record file

Conrad Sallian, Support (Posts: 2953)

Mar 09, 2019 8:07:40 am EST

Hello Steven,

I am sorry. I confused video recording mode with screenshot taking mode and for some reason I thought that you meant the former rather than the latter. My bad.

Yes, you can open the RRF files in the built-in player on the Viewer side. Just refer to this guide.

Hope that helps.

Avoid UAC windows when starting the agent

Conrad Sallian, Support (Posts: 2953)

Mar 08, 2019 12:24:24 pm EST

Hello Victor,

Unfortunately, no.

Keyboard for RU-App on Iphone iOS 12.1.4 does not show up

Conrad Sallian, Support (Posts: 2953)

Mar 08, 2019 11:40:38 am EST

Hello Tobias,

We will be fixing this issue very soon and release an update.

Avoid UAC windows when starting the agent

Conrad Sallian, Support (Posts: 2953)

Mar 08, 2019 11:37:03 am EST

Hello Victor,

Thank you for your message.

For some operations admin privileges may be required , that's why running the Agent causes UAC prompt to show. The user can choose whether they want to run it with elevated privileges or not. If they click Cancel the Agent will run as a normal user.

Hope that helps.

How to open rrf record file

Conrad Sallian, Support (Posts: 2953)

Mar 08, 2019 11:14:23 am EST

Hello Steven,

Thank you for your message.

Viewer records the video capture using WebM format which can be opened by any popular video player, such as VideoLAN for example. The resulting video file should have .webm extension, not rrf.
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