Pauline, Support (Posts: 2815)
Mar 03, 2020 9:44:23 am EST
Actually, it is possible to update Hosts remotely via Viewer. In order to do this, please consider using the Advanced update method via the Remote Install Tool as described in this tutorial. You only need to download the latest Host .msi package, i.e. in this case, the 6.12.1.0 (Beta 1) version and then sel ect it within the Remote Install Tool window:It would be better if the viewer could update hosts to 6.12 instead of 6.10.10. You're going to get less beta testing if you need to manually update it out of band on the host directly instead of remotely.
Could you please let me know what options are selected for the cursor in the Connection properties -> the Cursor tab?when I click into a Viewer session, the initial mouse click is several inches to the left of where I click, and its super frustrating when you go to click into a window and your click takes effect somewhere else on the screen, taking the main window out of focus.
Could you please also let me know if it's possible to check if the issue re-occurs when updating another remote Host via RDP or Remote Install Tool as described above? I've just tried updating Host both ways and, unfortunately, couldn't reproduce the issue - the installation window did not move fr om its initial place.I just did a host upgrade over RDP from 6.10.10 to 6.12.1. It was in the process of installing, I walked away and when I came back, the final screen saying the installation was finished was 90% off the screen and needed to be dragged back to the center of the screen.
MaxBlitzer, User (Posts: 68)
Mar 03, 2020 7:51:45 pm EST
Thanks, this seems to work? I hope there is some work done on the version status and current status in the Viewer. It's annoying when it appears or doesn't appear, or wrong when it appears... I upgraded several hosts to 6.12.1 and after reconnecting to them, they reflected that in the Viewer. Hours later, I went to remotely edit the registry on a different host and the Viewer crashed (I submitted the error reports since it prompted and was easy) and needed to be End Tasked to close. But when I reopened the Viewer, all the hosts that previously showed 6.12.1 are back to showing 6.10.10 version or even 6.10.5. Why can't the Viewer monitor the status of the upgrade and so it knows when an upgrade is successful and therefore can immediately know the version, or the host does a callback with the version info? I complained about this in the past and thought there was a plan to improve on that in the future...Polina Krasnoborceva wrote:
Hello Max,
Thank you for your feedback.Actually, it is possible to update Hosts remotely via Viewer. In order to do this, please consider using the Advanced update method via the Remote Install Tool as described in this tutorial . You only need to download the latest Host .msi package, i.e. in this case, the 6.12.1.0 (Beta 1) version and then sel ect it within the Remote Install Tool window:It would be better if the viewer could upd ate hosts to 6.12 instead of 6.10.10. You're going to get less beta testing if you need to manually upd ate it out of band on the host directly instead of remotely.
when I click into a Viewer session, the initial mouse click is several inches to the left of where I click, and its super frustrating when you go to click into a window and your click takes effect somewhere else on the screen, taking the main window out of focus.
I don't ever change these, its the default settings. "Se t remote cursor shape to local cursor" and "View only mode active". I tried each combination and never noticed a difference.Could you please let me know what options are selected for the cursor in the Connection properties -> the Cursor tab ?
I just did a host upgrade over RDP from 6.10.10 to 6.12.1. It was in the process of installing, I walked away and when I came back, the final screen saying the installation was finished was 90% off the screen and needed to be dragged back to the center of the screen.
I have not seen it again, but I've only done advanced remote installs since then.Could you please also let me know if it's possible to check if the issue re-occurs when updating another remote Host via RDP or Remote Install Tool as described above? I've just tried updating Host both ways and, unfortunately, couldn't reproduce the issue - the installation window did not move fr om its initial place.
Looking forward to your reply.
Pauline, Support (Posts: 2815)
Mar 04, 2020 10:58:15 am EST
Of course, there are definitely some improvements planned for the update process, namely, the process of the Host version's number fetching after the update and the upgrade status as well. We have already partially implemented some of them back in April, however, we still have this improvement in our roadmap and will do our best to implement it as soon as possible. Sorry for the inconvenience.Why can't the Viewer monitor the status of the upgrade and so it knows when an upgrade is successful and therefore can immediately know the version, or the host does a callback with the version info? I complained about this in the past and thought there was a plan to improve on that in the future...
Could you please let me know if you have the Use legacy capture mode feature enabled in the Settings for Host -> Other tab? If not, could you please try enabling it and see if it helps to resolve the black screen issue?But the biggest issue I'm having is not being able to mouse click anything and then when I reconnect, only getting a black screen.
Please try referring to this KB article regarding the troubleshooting of the slow remote connection speed. If you have already tried the solutions listed there but none of them helped to resolve the issue, then you might send us the Host log files for the examination. The Host logs can be found in the C:\Program Files (x86)\Remote Utilities - Host\Logs\ folder. In addition, you might send us the Viewer log file as well, it might help to diagnose if there are any connection problems on the Viewer side.It's regularly MUCH, MUCH higher with RUT than any other remote access program.
MaxBlitzer, User (Posts: 68)
Mar 04, 2020 10:37:18 pm EST
Unable to confirm. I thought I upgraded each client in two offices to 6.12.1. Today, I was onsite at one of the offices and confirmed seeing 6.10.10 running on a specific host (so my initial response would have been "no, they didn't actually get upd ated"). I got home, did the advanced remote install again (technically, on a different PC than I did before), waited 3 minutes and reconnected. The host reported 6.12.1. So, not reproduced. I'll see if I have any more hosts I can try.Could you please also confirm if the Hosts were successfully upd ated but the Viewer was showing the wrong version?
Yes, that works. It was unchecked by default. After enabling it, I was able to connect and type into the password field to login. I closed and reconnected a couple of times, haven't seen the black screen come back and the mouse/KB have been responsive since enabling Legacy mode.Could you please let me know if you have the Use legacy capture mode feature enabled in the Settings for Host -> Other tab? If not, could you please try enabling it and see if it helps to resolve the black screen issue?
Note, the connection isn't slow, just the time to establish it in the first place is slow, in my opinion. I think its the authorization being set to "auto". By default, they are se t to auto. When I connected to 3 hosts, I could see it do the first of 5 attempts, fail and succeed on the next attempt. This all takes like 12-13 seconds or more.Please try referring to this KB article regarding the troubleshooting of the slow remote connection speed. If you have already tried the solutions listed there but none of them helped to resolve the issue, then you might send us the Host log files for the examination.
MaxBlitzer, User (Posts: 68)
Mar 04, 2020 11:10:14 pm EST
MaxBlitzer, User (Posts: 68)
Mar 05, 2020 3:52:40 am EST
***** Start of log *****
Date: 3/5/2020 12:48:35 AM
Action: install/upgrade.
Checking files of the Host.
----------
Action for: User ()
Auth try to the host...
Authorization completed.
Installation process has already begun. Wait for completion.
Unable to complete action.
***** End of log *****
Pauline, Support (Posts: 2815)
Mar 05, 2020 10:19:20 am EST
Of course, please let us know if the issue reoccurs again.So, not reproduced. I'll see if I have any more hosts I can try.
I'm glad to hear this worked for you!Yes, that works. It was unchecked by default. After enabling it, I was able to connect and type into the password field to login.
Thank you for the clarification. Auto is just the recommended setting for the Authorization method when it's set to Auto, the Viewer tries authorization methods in the following order:Note, the connection isn't slow, just the time to establish it in the first place is slow, in my opinion. I think its the authorization being set to "auto". By default, they are se t to auto. When I connected to 3 hosts, I could see it do the first of 5 attempts, fail and succeed on the next attempt. This all takes like 12-13 seconds or more.
Of course, I will forward this to our development department to see if we can improve the installation log in our future updates. Thank you for the suggestion!I figured out why I thought I upgraded a bunch of hosts but wasn't reporting 6.12.1. It actually failed and I just didn't realize. I'd suggest making the failure more noticeable, like red text instead of the same blue.
Pauline, Support (Posts: 2815)
Mar 06, 2020 4:40:02 pm EST
MaxBlitzer, User (Posts: 68)
Mar 06, 2020 7:34:43 pm EST
1. Can confirm this happens with Viewer 6.12.1 with hosts 6.10.10 and 6.12.1. Ran into this again today. I installed the 6.10.3 using the silent installer made last year. It failed to upgrade to 6.12.1 through advanced install. I upgraded it to 6.10.10 through simple install and then 6.12.1 through advanced install. A reboot might have been necessary for it to successfully upgrade to 6.12.1. Then I was trying to copy/paste username/password from my PC to the viewer session, getting the offset mouse problem EVERY TIME. It was really frustrating.Polina Krasnoborceva wrote:
Hello Max,
Thank you for your patience.
I checked with our developers on both issues:
1. Unfortunately, we could not reproduce the mouse pointer issue. Could you please confirm that you have both - Viewer and remote Host upd ated to the latest 6.12 beta version and the issue still persists in this case?
In addition, please try disabling the touchpad or altering its sensitivity in the Windows settings.
Also please double-check if the mouse software is upd ated to the latest version which might be downloaded fr om the manufacturer's website.
2. As for the time it takes to establish a connection to remote Host - the Authorization method se t to Auto does not affect it. Could you please check if it takes the same amount of time to establish a connection to a remote Host in case if our public Internet-ID server is used as an intermediary instead of the self-hosted RU Server?
Looking forward to your reply.
Pauline, Support (Posts: 2815)
Mar 10, 2020 1:24:23 pm EDT
Could you please clarify if you mean the First connection warning window? If this is the case, then we are considering the revamp of the First connection warning window along with some other features. However, unfortunately, we cannot provide any specific ETA on this yet.So then this pop up happens some time later
Actually, it's also possible to check the Host version in the Viewer if you switch to the Details view style:I'm checking the host version (because its not shown in the Viewer, for example)
Of course, please feel free to send it to us to support@remoteutilities.com.One of these times I'll record the process of what it goes through compared to other services in terms of initial connection time.
I apologize for the inconvenience. We try to maintain as much backward compatibility as possible with each update because we understand that our customers might not be able to update remote Hosts all at once. Besides, we even advise updating remote Hosts in small increments and first test the update procedure on a small sample. There is backward compatibility, however, it's always better to upgrade both Viewer and Host and avoid relying on it.Install RUT using a silent installer made against 6.10.3. When I went to add the code in 6.12.1, it said I needed to use the same Viewer version as what was used to generate it! Jeepers, that is another strike against the silent installer feature. If I had installed the silent installer, got home and then got this message without an opportunity to manually se t a new password so I could manually add to the Viewer, I probably would just give up on RUT right then and there and move to another solution. Try and only break backwards compatibility on major versions, not on minor versions, I beg you!
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