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Bug: Deleting client using viewer not syncing to RU local Server

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David Tr, User (Posts: 3)

Feb 26, 2019 1:25:01 am EST

RU Server: v2.7.6.0 [2760]
RU Viewer: v6.10.5.0

Testing sync status, renaming the name of the client in viewer shows the rename in the server address book manager verifying sync is working.

Deleting a client in the Viewer, client is left in the Address book manager in the local server.

Restarting local RU server makes no difference.

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There is a 2nd bug, but I think it's related to this same issue.

Did initial testing using one DNS name for the local hosted server. I've since changed to a different name.

Test:
Close local viewer.
Open RU Server Address book manager
Delete client
restart RU Server
Verify client isn't in Address book manager.
Uninstall Host and manually delete Reg key and folder per: https://www.remoteutilities.com/support/docs/installing-and-uninstalling/
Make new One-click installer with the new URL to Local Internet-ID. Create new ID and replace existing ID both enabled.
When it re-registers in the RU server the viewer is reporting (under the Connection type) the old DNS name instead of the new one.

David Tr, User (Posts: 3)

Feb 26, 2019 1:35:40 am EST

Definitely the RU server (and it's address book) is holding onto the old DNS name (somehow restoring the connections old settings) and not updating from the client even though it's deleted from the server and verified gone before reinstalling.

After all the above:
Checked host properties URL for Internet-ID Connection Settings...: Shows new URL
Under server address book manager | Edit connection | Connection tab | Shows Internet-ID Server: old URL
Viewer shows the same information as the RU Server connection

Polina Krasnoborceva, Support (Posts: 368)

Feb 26, 2019 12:47:47 pm EST

Hello David,

Thank you for your message.

Deleting a client in the Viewer, client is left in the Address book manager in the local server.

Unfortunately, we couldn't reproduce the issue. Deleting a connection in the Viewer also deletes it in the Server Address book manager.
Please clarify if by the client you mean a connection in the address book.

Also please clarify how do you perform the Server restart? To restart the Server service you have to open Server Configuration and click on Stop. Then you can restart the service by clicking Start.

Note, that you do not have to restart the service each time you change server settings or add/edit/delete users, groups, address books or other elements.

When it re-registers in the RU server the viewer is reporting (under the Connection type) the old DNS name instead of the new one.

The properties of the corresponding connection entry in the Viewer address book will not change automatically when you update your Host Internet-ID settings (such as Internet-ID and server address). You should either manually update the connection properties for the corresponding Host or create a new connection.

Definitely the RU server (and it's address book) is holding onto the old DNS name (somehow restoring the connections old settings) and not updating fr om the client even though it's deleted from the server and verified gone before reinstalling.

Regarding this issue: do you have the auto-import feature enabled? If it is enabled please check if you specified your server address in your auto-import settings. In the Server address book manager click File -> Auto-Import, click Default connection properties and navigate to the Connection tab. This is wh ere you can define default Internet-ID settings with which new connections will get auto-imported into your address book.

Click Change, uncheck Use default server and specify your new server DNS name ("URL").


More information on specifying server address can be found in this article in the highlighted area.

Hope that helps.

David Tr, User (Posts: 3)

Feb 26, 2019 11:17:45 pm EST

Deleting a connection in the Viewer also deletes it in the Server Address book manager.

Viewer is Portable version in trial mode.
Can I provide you some kind of debug log, or show you the problem?

Yes sorry by client I meant Host in the RU context.

Also please clarify how do you perform the Server restart

Was using the windows service manager to stop/restart the Remote Utilities server, but used your admin dialog with this testing.



Only way to delete the item from the (sync'd to server) address book is using the servers Address book manager.

Regarding this issue: do you have the auto-import feature enabled?

That was the 2nd issue, once I updated the auto-import server URL it was acting as expected.
Edited:David Tr - Feb 26, 2019 11:26:46 pm EST

Polina Krasnoborceva, Support (Posts: 368)

Feb 27, 2019 8:54:53 am EST

Hello David,

Thank you for your clarification.

Viewer is Portable version in trial mode.

Unfortunately, we couldn't reproduce the issue using the portable Viewer.

Can I provide you some kind of debug log, or show you the problem?

Yes, feel free to zip the logs and send them over to us at support@remote-utilities.com.
Here's how you can get the logs:

Server logging is enabled by default. The RU server stores its Event and error log in the following location: C:\Program Files (x86)\Remote Utilities - Server\Logs.
The Connection log is stored in the location: C:\Program Files (x86)\Remote Utilities - Server\stat.


In the Viewer, the Connection log is disabled by default.
To enable it, please perform the following steps:
1. In the Viewer, select the Tools tab and click Options.
2. In the Options window switch to the Event log tab and enable Use event log.
3. You can also select the Store to disk checkbox.

4. In the main Viewer window, select the View tab and click Show event log. The log panel will appear in the Viewer interface:

The Connection log also can be found in the folder EventLog which is located in the same folder with the rest of the portable Viewer data.

That was the 2nd issue, once I updated the auto-import server URL it was acting as expected.

I'm glad to hear it is working for you now.

Looking forward to your reply.

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