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Few questions regarding some functions and purchasing

Decha Dekaron, User (Posts: 2)

Apr 29, 2016 9:00:02 am EDT

Hello,

Found Your tool today and I am extremely satisfied with it. It is extremely functional and perfectly suits our needs.
Currently I have tested connecting to several test clients using client/host version 6.3.0.6.
I use direct connect via IP address.
I'm extremely amazed by how simple it is to use it.

I have several questions:

1. When I connect to a client. I write IP, username and password and I use WinNT authorization.
My issue is I can't connect directly to desktop but I get stuck at log in window.
Image: http://i.imgur.com/mX0awE4.png?1
*This example is using View Only option. If I would connect using Full Control I'd had to also input credentials.
Is there any way to avoid this?

2. Task Manager - Another great option - Only thing is I don't see Window Caption
(Guess it's caused by same issue like at 1 )

3.Purchasing - We have currently 30 users and only me as an Operator.
From what I saw on Your pricing per "User" is simply not affordable to us.
Could you please elaborate by "Operator" ? How does that work?
One user with unlimited connections?

One last thing. Do we have to renew licence yearly or is it really lifetime?

Thank You for reading.

Conrad, Administrator (Posts: 1163)

Apr 29, 2016 12:04:28 pm EDT

Hello Decha,

Thank you for your message.

1. Do you have a chance to see what is happening on the physical remote monitor screen at this moment?

2. Looks like you have some sort of insufficient rights or maybe your Host was not installed properly. You can try to completely uninstall Host (make sure you also delete the registry entry with its settings) and install from scratch. When installing make sure you are a full administrator. Also, if you have any antivirus software installed add Remote Utilities Host installation path to antivirus software exceptions.

3. We have "per operator" and "per remote PC" licenses. The word user is used interchangeably with "operator" and "technician". It is someone who sits on the Viewer side and actually uses the software for the purpose it was designed.

Sometimes, if we need to distinguish between user-operator and the user sitting at the remote side during an attended session, we simply say "remote user".

One last thing. Do we have to renew licence yearly or is it really lifetime?


You pay for your main license once. You receive free minor updates and one year of free major upgrades. You can use your current software version forever, but if you want , you can upgrade it in a few years at a fraction of the cost. There are no mandatory upgrades - you only upgrade if you yourself decide so. Here is our Upgrade Policy.

Hope that helps.

Decha Dekaron, User (Posts: 2)

May 02, 2016 3:12:22 am EDT

Conrad wrote:

Hello Decha,

Thank you for your message.

1. Do you have a chance to see what is happening on the physical remote monitor screen at this moment?

2. Looks like you have some sort of insufficient rights or maybe your Host was not installed properly. You can try to completely uninstall Host (make sure you also delete the registry entry with its settings) and install from scratch. When installing make sure you are a full administrator. Also, if you have any antivirus software installed add Remote Utilities Host installation path to antivirus software exceptions.

3. We have "per operator" and "per remote PC" licenses. The word user is used interchangeably with "operator" and "technician". It is someone who sits on the Viewer side and actually uses the software for the purpose it was designed.

Sometimes, if we need to distinguish between user-operator and the user sitting at the remote side during an attended session, we simply say "remote user".

One last thing. Do we have to renew licence yearly or is it really lifetime?


You pay for your main license once. You receive free minor updates and one year of free major upgrades. You can use your current software version forever, but if you want , you can upgrade it in a few years at a fraction of the cost. There are no mandatory upgrades - you only upgrade if you yourself decide so. Here is our Upgrade Policy .

Hope that helps.
1. As soon I'd enter credentials user gets logged out.
Guess I have forgot to mention that all clients(users) are pw protected

2. Did this and still same issue

3. Per operator is what I'll check more on

Thank You for replying.

Conrad, Administrator (Posts: 1163)

May 02, 2016 1:30:48 pm EDT

Hello,

1. Looks like you use RDP connection mode instead of Remote Utilities's own Full Control and View mode. Is that the case?

2. Please, open a support ticket. Perhaps, we'll need to schedule a remote session to see it with our own eyes because in our tests it all works.

Thanks.

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