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Remote with Dual Monitors & Dual Callbacks

Larry Gray, User (Posts: 24)

May 28, 2015 7:53:51 am EDT

I have a remote Windows 7 Enterprise SP1 system (32 bit). It has two monitors. I have two callback connections created on the Host calling back to my home through an open port in my home firewall. I use each connection for one of the monitors. This scenario works fine.

Every so often, one of the two connections will show as Offline and I am unable to connect to it. The other connection is up an running just fine. If I were running a single connection, I could easily blame it on the network somewhere. But, in this case, I have one connection working and the second not working and both are same source/destination. I have tried forcing it to do the callbacks, but the only thing I have found that fixes this scenario is to restart RUT Host.

Conrad Sallian, Administrator (Posts: 1150)

May 29, 2015 7:05:06 am EDT

Hello Larry,

Do both connections use the same port?

Larry Gray, User (Posts: 24)

May 29, 2015 7:25:51 am EDT

On the Callback connections screen, both connections are set to use port 5651. That is the port I have open on my firewall on the viewer network.

Conrad Sallian, Administrator (Posts: 1150)

May 29, 2015 9:39:10 pm EDT

Hello Larry,

That's correct. Let me ask our 2nd tier support and developers about this and I'll get back to you soon.

Conrad Sallian, Administrator (Posts: 1150)

May 30, 2015 6:09:56 am EDT

Larry,

Have you updated both Viewer and Host to the recent version (6.3.0.2)?

Larry Gray, User (Posts: 24)

Jun 01, 2015 7:19:57 am EDT

Yes, Viewer and hosts are all at 6.3.0.2.

Conrad Sallian, Administrator (Posts: 1150)

Jun 01, 2015 4:20:27 pm EDT

Hi Larry,

Thanks for the information. We'll try to reproduce the issue and see what might be happening.

Larry Gray, User (Posts: 24)

Jun 04, 2015 8:00:33 am EDT

More information...

An issue that seems to occur when I restart the host to try to get both callbacks to come up, I sometimes don't seem to be getting dual monitor support on each connection. It shows me both monitors in one window with no option of selecting monitor 1 or 2. The host icon keeps disappearing during all of this.

Also, when it had the problem this morning. I tried the restart host option and waited but the connections never came back up. I had to jump in with another software and manually stop the host and kill the processes for it. After tha, both connections came back up in the callback, but then the issue mentioned above happened.

I finally ended up restarting the computer to fix everything.

Conrad Sallian, Administrator (Posts: 1150)

Jun 04, 2015 1:19:46 pm EDT

Hello Larry,

I finally ended up restarting the computer to fix everything.
So which of the issues is currently there? Or did the [Host] restart fix them all?

Larry Gray, User (Posts: 24)

Jun 04, 2015 1:23:10 pm EDT

Sorry, to be more clear: Restart Host = Restart RUT services on the remote computer. I finally ended up having to restart the whole computer to fix everything this time.
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