Matthew Cooper, User (Posts: 38)
Aug 04, 2021 4:50:32 am EDT
Pauline, Support (Posts: 2825)
Aug 04, 2021 11:17:57 am EDT
Please make sure that both Viewer and remote Hosts are upd ated to the latest version 7.0.2.0 and their versions match as we've significantly improved the File Transfer mode starting version 7, so such issues might be caused by version mismatch.-Sometimes, the viewer will connect, and will show a blank window for the remote end, sometimes with a message similar to "cannot get folder", If I close this window and re-open will often resolve, but not always.
-Sometimes, it will connect and show all folders, and while navigating through the folder structure, this error will occur. Sometimes, going up a level will resolve, other times, I need to disconnect and reconnect. Example screenshot attached]
Please note that the File Transfer mode has a built-in Smart download resumption feature which means that if the file transfer was interrupted due to disconnect, the download will resume automatically the next time you initiate a remote control session.When file transfers do not complete, no status is shown to indicate this. The failure to complete could be a connection drop, or interruption fr om the remote end, but still no error to show the transfer has failed.
I know a successful completion will auto close the transfer window, but should a non-successful completion keep it open?
Often the ones showing offline, are actually online, and will allow me to connect, however, it takes 1-3 connection attempts before the connection comes up. Most of the hosts will experience this at some point in time.
The issues above are most probably caused by some connectivity issues that might be occurring on either side of the connection. Could you please send us the Host log file fr om a remote Host wh ere these issues occurred and specify an approximate time frame when you've experienced the issue for this specific Host. This way, we will be able to examine the log files to see what might be causing these issues.I also have many cases wh ere a host shows as Orange - Online, then when I double click it, I get the hourglass, and it will turn grey and fail to connect 5 times. Sometimes, another double click will work, other times, nothing will work, not even a restart of the viewer. However, I will come back to it an hour later and connect without issues.
I will forward this issue to our development department and will ask for their input on this.I have some hosts that get stuck in a grey state with an hourglass icon, and never move. Only a restart of the viewer will clear this. Even a Sign Out / Sign In will not fix this.
Could you please clarify if you mean logging off the remote session, i.e. from Viewer to Host or if you mean logging off/switching a Windows user on your remote machine? In case if you mean the latter one, can you please try using the Send Ctrl+Alt+Del command from a Toolbar in Full Control and View mode? In case if you mean something else, please elaborate a bit more on this issue.There is no display between the pressing of the Log Off / Sign Out button at the remote end, and the screen wh ere you can choose / enter a different user.
Please try using the Log off connection on disconnect feature - this way your Viewer will log off if connection is interrupted, so the Full Control window will be closed automatically. This feature can be enabled in the Connection Propertied window -> Additional Properties tab.When a full control connection drops off, the viewer window does not close, it goes grey and shows a reconnecting message in the top left.
Thank you for letting us know - we will try to reproduce the issue to see is we can implement fixes for it in our future updates.I find the clipboard get and se t options very temperamental. Particularly the Se t Clipboard does not always take the first time, it routinely takes 2-3 times before it commits, and there is almost always a delay of 3-5 seconds after clicking set before it will apply the change. I am only ever set a line of text, never pictures or any large data. This problem comes and goes randomly on random hosts.
Such issues might be caused by a variety of factors, including hardware-related factors or connectivity issues on the Server's side. Please try referring to this KB page and see if any of the solutions listed there helps to improve the connection speed/performance.-The software is slow, just generally speaking. Right clicking a host and clicking properties is a full second before it appears. I know this is possibly a machine based issue, however, it is consistent across all my machines, which range from a 7yr laptop to a 1yr old Core i7 workstation.
Firewall/antivirus software activities might often cause temporary issues with connectivity for example by blocking required ports or access to servers. In order to avoid similar issues please try adding the Host installation folders to your firewall exception list as described here. In addition, please make sure that the ports required for Remote Utilities to work properly - by default it's TCP outbound ports 5655/443 for Viewer and Host and Inbound port 5655 for RU Server. However, since you use RU Server the port values might be custom in your case - please make sure to allow these ports in your firewall settings.Some hosts do not come back online if they have been off for an extended period. I recently had an issue with the firewall to my Server, which denied connections from certain IP ranges. Once this was fixed, some hosts stayed grey and showed as offline until the machines were rebooted. Even restarting the Remote Host service did not bring them online.
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