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Installation via RDP problems

Mike G, User (Posts: 21)

Apr 03, 2014 4:30:28 pm EDT

Hi,
We have been experiencing some issues installing RUT hosts within a RDP session. It seems the install never completes an no message box and email are sent while connected via RDP. The service is installed but no internet ID is created. No change after host reboot. We can manually create an internet ID in settings, log out via RDP, use the manually created internet ID to connect via RUT but the first connect shows the message box and email are then sent. The internet ID sent via email is different than the one manually created and is no longer valid.

Is this expected? Any way to change this behavior?

Thanks,

Host 'keep alive' frequency?

Mike G, User (Posts: 21)

Apr 03, 2014 4:18:43 pm EDT

Ping tests are consistent between the couple of customers I've tried and my location. They/we are all getting between 110-120ms ping. It looks like the location is in Canada. Are there any hosted GMS servers in the UK? (other than hosting our own, of course). If not, any plans to open other public GMS servers? We are wary of hosting our own. While we would enjoy the speed increase, I assume your setup would be more resilient with multiple servers, etc.

If we were to change our customers to our own GMS, can we do this remotely?

Thanks,

Host 'keep alive' frequency?

Mike G, User (Posts: 21)

Apr 02, 2014 4:14:28 am EDT

Hi,
What is the frequency the host PC sends a 'I'm alive' back to the gateway server? I ask because it seems, more often than not, my first attempt at a connection (using your GMS) 'fails' and my subsequent attempt connects almost instantly. For example, I right-click on a host entry and select 'Full Control'. The entry icon changes to the 2 bars || and will sit like that for 20 seconds or so until it just reverts back to the PC monitor icon. I then try again (right-click, full control) and usually the viewer window pops up almost immediately (within a second or so). Why is this? Can we tune this to get a connection on the first try (consistently)?

Thanks,

Internet-ID email and address book integration

Mike G, User (Posts: 21)

Apr 02, 2014 3:31:53 am EDT

2 requests:

First, can you amend the generated email to include the PC description? The PC name alone can be pretty cryptic but we often use the description 'Rob Smith - Accounts' etc to help remote support identify a specific PC. Also, is the username on the email even used? It is always SYSTEM on our emails...

Second, would it be possible to have a feature to create an address book entry by copying and pasting the relevant text from the email into a single multi-line textbox and have the program parse and fill in the fields for a new address book entry (ID, computer name, description). The parsing should be pretty straight forward as you control the email format and contents. As it works now, we are back and forth between email client and RUT twice for each entry.

Thanks,

APPCRASH Error Msgbox

Mike G, User (Posts: 21)

Feb 20, 2014 2:53:16 pm EST

We have seen these on a few occasions - a windows error message box with the following details:

Problem signature:
 Problem Event Name: APPCRASH
 Application Name: rfusclient.exe
 Application Version: 5.6.0.5
 Application Timestamp: 52dfd179
 Fault Module Name: USER32.dll
 Fault Module Version: 6.0.6002.18881
 Fault Module Timestamp: 51da3e00
 Exception Code: c0000142
 Exception Offset: 0006f52f
 OS Version: 6.0.6002.2.2.0.305.9
 Locale ID: 2057
 Additional Information 1: 9d13
 Additional Information 2: 1abee00edb3fc1158f9ad6f44f0f6be8
 Additional Information 3: 9d13
 Additional Information 4: 1abee00edb3fc1158f9ad6f44f0f6be8

W2K8, XP, Win7, no particular OS. Sometimes minimized when first connected.

Any ideas?

Keyboard Not Captured

Mike G, User (Posts: 21)

Feb 18, 2014 1:34:47 pm EST

Just happening to me right now. Single tab. Guest OS W7, Host: W2K8. Mouse works, keyboard does not. Guest running AVG Free AV, host not running any AV. Close remote window and re-connect as 'Full', keyboard works.

Keyboard Not Captured

Mike G, User (Posts: 21)

Feb 17, 2014 2:08:00 pm EST

I've seen this as well. I can't pin it down to a number of tabs open but this can happen every 5-10 connections. I can usually capture after 2 or 3 attempts or closing all viewer tabs and starting a fresh viewer window.

per operator licence

Mike G, User (Posts: 21)

Jan 27, 2014 11:49:01 am EST

As an IT company, we have a 2x operator licence. We have a couple of medium sized customers that we might try and get to purchase their own 1x operator licence for their own IT (that we support).

If they use their own META key on their PC's, can we connect to their PC's/Servers with our copy of RUT?

REQ: Address Book management/functionality

Mike G, User (Posts: 21)

Jan 27, 2014 11:01:24 am EST

Sure. To be able to import/export a singe PC entry (or a selection) instead of exporting the entire address book. So if you think about contacts work in Outlook, you can export the entire contacts folder to a PST file or you can send somebody a single contact entry.

REQ: Address Book management/functionality

Mike G, User (Posts: 21)

Jan 27, 2014 9:22:27 am EST

It would be very useful to have more features aimed at address books. We have several techs who need to access common computer entries but are located at different locations so using a shared common XML file is not practical.

Are there any plans to provide a 'shared' address book, either hosted at your site or via a local GMS? This would be similar to TV 'Contacts' where you can 'send' another user the PC entry.

Alternatively, if there where at least PC entry granularity in export/import of address book entries, that would be a good start. Another option might be to implement a 'merge' feature to combine address books with an interface to handle conflicts.

Thanks!
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