Can't connect to upgraded win10

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Michal Halas, User (Posts: 2)

May 19, 2016 4:46:26 am EDT

Support level: Free or trial
we have installed a host on dozens of computers. But in every case when customer upgrade older OS to WIN10 (not fresh install, just upgrade) connection to this host cannot be established: when I try to connect - double click on icon, icon display "logging on", but hour-glass dissapear after 5 - 10 seconds.
On fresh install of win10 or any other version of win everything works.

I've searched this forum, found that someone has some problem with viewer after win10 upgrade, or another problem was an older version of host ....... we already try re-install host with latest version etc, but still can't connect.

can you please help? thank you

Conrad, Support (Posts: 2589)

May 19, 2016 6:26:04 am EDT

Hello Michal,

Thank you for your message.

The reason why this happens is that the Host settings are located in the HKEY_LOCAL_MACHINE/SYSTEM/Remote Utilities key and when Windows upgrades, it resets the SYSTEM registry key values. That is why the Host settings are reset including the Internet-ID and access password.

In the upcoming 6.5 update we will change the location for the Host settings and move them into HKEY_LOCAL_MACHINE/Software key instead. So starting version 6.5 this issue will be no more.

Currently, a solution could be exporting the HKEY_LOCAL_MACHINE/SYSTEM/Remote Utilities key and after Windows has been upgraded, importing it back into the registry.

Hope that helps.

Michal Halas, User (Posts: 2)

May 19, 2016 11:05:05 am EDT

Support level: Free or trial
Many thanks Conrad,

After manually deleting this registry (right, this key still stay in system after uninstall host) and reinstalation of host, we can connect to customer's pc again.

Maybe an idea for the future development of application:
I don't know if it is a problem or not, I'm not a programmer, but it would be good to delete this registry key in uninstallation process of host.

thank you again

Conrad, Support (Posts: 2589)

May 19, 2016 11:14:14 am EDT

Hello Michal,

That's a good idea and actually we were planning to add a checkbox "Also delete Host settings" to the uninstaller some time soon.


Christopher, User (Posts: 1)

Aug 17, 2016 1:56:04 am EDT

Support level: Free or trial
I was about to purchase a license to remotely manage our digital signage hardware that we deliver to our customers, but seeing how your software can't be trusted to work reliably and you still haven't released an update to address this specific issue three months later, I'm afraid I'll have to go look elsewhere.

Conrad, Support (Posts: 2589)

Aug 17, 2016 6:03:17 am EDT

Hello Christopher,

The update has been released, you can check out the beta version here . It has this specific issue fixed, among other things.


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