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Update RU and now can not add license?

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Gaz Denson, User (Posts: 26)
Mar 03, 2021 4:38:30 am EST
Support level: Starter
So today I opened RU like usual

It said the Viewer can be updated, so I did.

It has decided to forget my license key

So I find the email that contains said license fee but I can not copy paste it in, it wants me to "drag" it there. How? I was never sent a file from RU only the license key in an email from PayProGlobal (not even from RU themselves!)

How do I re-enter it (nevermind how ridiculous it is that I have to re-enter it everytime they update the program!)
Gaz Denson, User (Posts: 26)
Mar 03, 2021 4:49:06 am EST
Support level: Starter
Found the answer here: https://www.remoteutilities.com/support/forums/forum1/1759-reinstalling-my-license-key-in-ru-viewer-7.0.0.1

There really should have been a mailshot AND an alert in the program that "Updating will mean you need to relicense the software"

Problem now is it wants to update all the Hosts, but multiple users will still be using the older Viewer, will that matter (I assume that yes it will as it seems that any update means more work when it comes to RU).

In which case I will leave the Hosts on the old versions until I hear differently.
Conrad Sallian, Support (Posts: 3068)
Mar 03, 2021 6:29:03 am EST
Hello Gaz,

Thank you for your message.

There really should have been a mailshot AND an alert in the program that "Updating will mean you need to relicense the software"

While we normally never spam our users we will send a newsletter very soon anyway. Sorry for the inconvenince.

Problem now is it wants to update all the Hosts, but multiple users will still be using the older Viewer, will that matter (I assume that yes it will as it seems that any update means more work when it comes to RU).

I looked up your old license in our database. It seems like you have successfully upgraded to version 7 key. Just add this key to your Viewer as described in this guide.

Problem now is it wants to update all the Hosts, but multiple users will still be using the older Viewer, will that matter (I assume that yes it will as it seems that any update means more work when it comes to RU).

Update means more work when it comes to any remote control software simply because it has dual setup (two components rather than only one). It is always easier and hassle-free to upgrade "single-workstation" software (e.g. Photoshop).

That said, you don't have to upgrade to the next version. You can keep using v 6.x.x.x with your version 6 key forever. Simply uninstall the Viewer 7.x.x.x , download and re-install Viewer 6 from the old versions page.

In which case I will leave the Hosts on the old versions until I hear differently.

We recommend that you avoid version mismatch. You should either upgrade your hosts if you decide to use Viewer 7.x.x.x or downgrade to Viewer 6.x.x.x if not, so that your Viewer matches your hosts.

New features introduced in version 7.x.x.x either won't work at all with the outdated Hosts or will work incorrectly. Again, Remote Utilities is dual software - upgrading just one component is not enough to upgrade the whole product.

Hope that helps.
Gaz Denson, User (Posts: 26)
Mar 03, 2021 6:34:27 am EST
Support level: Starter



That said, you don't have to upgrade to the next version. You can keep using v 6.x.x.x with your version 6 key forever. Simply uninstall the Viewer 7.x.x.x , download and re-install Viewer 6 from the old versions page.

In which case I will leave the Hosts on the old versions until I hear differently.

We recommend that you avoid version mismatch. You should either upgrade your hosts if you decide to use Viewer 7.x.x.x or downgrade to Viewer 6.x.x.x if not, so that your Viewer matches your hosts.

New features introduced in version 7.x.x.x either won't work at all with the outdated Hosts or will work incorrectly. Again, Remote Utilities is dual software - upgrading just one component is not enough to upgrade the whole product.

Hope that helps.

And herein lies the reason why you should have put a mailshot out

Now I need to uninstall, reinstall etc etc...

For future massive updates please plan ahead to avoid these headaches
Gaz Denson, User (Posts: 26)
Mar 03, 2021 6:38:51 am EST
Support level: Starter
Reverted back for now.

Updating 20 machines is impractical, that is a job for another week
Edited:Gaz Denson - Mar 03, 2021 6:42:25 am EST
Conrad Sallian, Support (Posts: 3068)
Mar 03, 2021 6:46:34 am EST
Hello Gaz,

You do not have to manually add anything.

Please, check your %APPDATA% location, the Remote Utilities Files folder. In that folder there is a file connections_4.xml . This is your general address book that you can import back to your Viewer (Manage -> Manual import command).

If this file is empty or corrupted for some reason, please check the backups folder. This folder contains daily backups of your address book. You can restore the latest backup as described here.

Hope that helps.
Conrad Sallian, Support (Posts: 3068)
Mar 03, 2021 6:49:53 am EST
Hello,

Updating 20 machines is impractical, that is a job for another week

You do not have to manually update each and every Host machine or physically access it. You can simply send a command from the Viewer (see method 1: self update) to your Hosts. This command also works for multiple selected Hosts, although we still recommend to not update all of them in one go, but split in groups of say 5-10 hosts. Here is how to perform the self-update

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