Peter Gray's community posts

Hello Polina and Simon

I too have had problems with reomote printing while working from home; I'm not doing that so much now, so won't be able to do much testing, but here's what I remember.

Viewer is 6.10.10.0 on Windows XP; can't upgrade to 6.12.2 beta, it won't work on XP.
Host was originally 6.10.10.0 on Windows 7, since upgraded to 6.12.2 beta.
Printer is Epson ET-2720

Most of my documents are A4 size, but the remote printing usually tries to print as 8.5 x 11 inch, there doesn't seem to be a way to tell it otherwise.  This is unfortunate, because the printer is set up for A4 paper.

Some (but not all) Excel spreadsheets come across as blank documents.

Sometimes, I have had a message that the remote printer has stopped working, then no document is received.

printing PDF files usually works OK (I use Foxit PDF viewer, and the prints come over as A4 if I tell it to use paper size same as document size, otherwise remote printer defaults to 8.5 x 11 inch)

Printing jpeg or other images from Irfanview seems to be able to set the paper size to whatever I want.

I would like to be able to upgrade the viewer.  Is there any prospect of a 6.12 beta 3 being released?

Best Regards, Peter.

I have had a similar problrm with one specific host, on a direct connection, both viewer and host running version 6.10.10.0, and lately with the host running version 6.12.2.0 beta 2.  If I have the full control window on screen, then do something else so the window is not visible, but has not been minimied, then when I come back to it after a long enough time, the window is frozen.  NOT disconnected.  If I click anywhere in the window, one of two things happens.  Either after a short wait the view refreshes and I again have control, or (usually after a longer wait) the window goes black for a while, and then recovers, and the host displays a message something like "the display driver stopped responding and has recovered"  I have always put this down to a problem with that host.

It is hard to tell, but the problem may be less severe since changing to the beta host.

If I switch to a different tab on the full control window to work on a different host, or minimise the window, before going to do something else, the problem does not seem to occur.

Perhaps Gaz's host is goimg to sleep in some way (screen saver or something) and not waking up when he returns to the viewer?

Hello Polina.

Polina Krasnoborceva wrote:

We have managed to reproduce the issue on both Viewer and Host when used on WindowsXP OS. We will implement a fix for this in the next beta version update. Sorry for the inconvenience.

Splendid news!

I don't normally have any reason to use the Agent, but I have just checked; the beta Agent also has the issue on Windows XP.

I am eagerly looking forward to the next beta release.

With best wshes

Peter.

Hi Polina

Polina Krasnoborceva wrote:

I have checked with our developers on the issue. Perhaps, it might be occurring if the OpenSSL library is blocked somehow. Could you please provide us a screenshot of the following folder: C:\Program Files (x86)\Remote Utilities - Viewer\? You can send it to support@remoteutilies.com.

I need to work out how to regain remote access to the problem machine in order to do that easily.  Perhaps turn off the host and use version Agent 6.10.10.0?  I'll see what I can manage.

Polina Krasnoborceva wrote:

In addition, please check if the issue occurs as well when using the 6.12 Beta 2 version of the Portable Viewer. Namely, please see if there's any unusual behavior of antivirus software if there's any installed.

I put versions 6.10.10.0 and 6.12.2.0 beta 2 Portable Viewer onto USB drive, each in its own folder.  I had some problems running them at first, involving display language and expired trial period, but that's not the issue here.  I also had to shut down the installed viewer before running them, or I just got the installed one!

When run on my main XP machine (the one that has Viewer and Host version 6.10.10.0 installed) the 6,10 portable viewer was able to log onto and control a sample W7 machine..  The beta portable viewer had the Access Denied behaviour.  This happened even with Avast anti-virus temporarily disabled.

Moving the drive to a W7 machine, both versions of the portable viewer were able to log on to and control the sample machine.

This problem with the beta viewer seems to me to be specific to Windows XP.

On comparing the two portable versions , I see that the beta has libeay32.dll and ssleay32.dll in the assets folder, which are not present in the 6.10 version.  Are these related to the use of OpenSSL?

Hi Polina.

Did you get my second email with log files for W7 beta viewer trying to log in to XP beta host?

Polina Krasnoborceva wrote:

Unfortunately, we couldn't reproduce the issue. Could you please also clarify what authentication methods are enabled for the remote Hosts that you're not able to connect to?

All the hosts have single password authentication Enabled, and all other methods Disabled.

To summarise.  I have one W7 with beta viewerr and 6.10.10.0 host istalled, a different W7 with beta host and 6.10.10.0 viewer installed, one XP with both beta viewer and beta host installed.  One other XP and W7 here and serveral W7 elsewhere have 6.10.10.0 viewer and host installed.

The XP with beta viewer cannot log onto any of the other machines (Access Denied), whichever OS and host version they have.

None of the other machines, whichever OS and viewer version they have, can log onto the XP with beta host (Access Denied).

Both XP and W7 machines with 6.10.10.0 viewer can log onto the W7 with beta host.

Here's an update on using version 12 beta 2 with windows XP.
Yesterady I installed the beta viewer on an XP box and a W7 box.  Both could see my other machines (all with version 10.10.0.0 host) on direct and internet connections, but the XP viewer could not log on to any of them.  It responded Access Denied, and I sent you reader and host log files.
The W7 viewer, on the other hand, could log onto and control other machines both XP and W7.
This evening I used the W7 beta viewer to remote install the beta host onto an XP box and a W7 box.  Both installations reported successful completion, and after the usual delays while the hosts restarted etc., the viewer could see the hosts come online.  The version 10.10.0.0 viewer on the XP box that I am typing this on also saw the hosts come online.
The W7 beta viewer could log on to and control the W7 beta host.  Even better, the XP v10.10.0.0 viewer on this box could also log into and control the W7 beta host!
However, the W7 beta viewer could not log on to the XP beta host, it got Access Denied.  This XP v10.10 viewer also got Access Denied from the XP beta host.
I have now run out of machines I can safely experiment with.
I can no longer remotely control the XP beta host; when I manage to get physical access (that is, find and connect the keyboard, mouse and monitor!), I'll get log files and send them to you.

On a side note, earlier posts mention that the v12 host does not use the display driver.  Does intalling the new host automatically remove the driver, or does that have to be done separately?

Hello Polina.

Peter Gray wrote:

Confirmed I did not have this issue prior to updating to the beta.
It's late here now, and I've shut down both the machines I used for testing.  I'll track down the log files and send them to you, but it might not be until the weekend, depends what else needs doing.

Polina Krasnoborceva wrote:

Of course, please feel free to update us further on the issue anytime. Meanwhile, we will try to reproduce the issue as well.

OK, it turns out I had some time available this afternoon, so I've done a test and have just emaied you the viewer and host logs for an attempted login from an XP to another XP box on my LAN.
Let me know if you need any more data, e.g attempted login from XP to Windows 7, or using internet connection.

Peter

Polina Krasnoborceva wrote:

   Quick test, try to log into several remote machine both internet and local connections, in each case got Access Denied for five trys before it gave up.

Could you please confirm that you did not encounter this issue when using version 6.10.10.0 prior to updating to the 6.12 Beta 2 version?

Hi Polina.

Confirmed I did not have this issue prior to updating to the beta.
It's late here now, and I've shut down both the machines I used for testing.  I'll track down the log files and send them to you, but it might not be until the weekend, depends what else needs doing.

Regards

Peter

Polina Krasnoborceva wrote:

Hello Peter and Max,

Thank you for your feedback.

We've managed to reproduce the issue and implemented a quick fix for it. We apologize for the caused inconvenience.

An upd ated build of version 6.12 Beta 2 is available on this page. Please try updating your Viewer and see if the issue persists.

Please let us know if you have more questions.

Other jobs needed doing, so I've only just been able to get back to this.  I have bad news and good news.
Bad news:  On a Windows XP machine which already had Viewer version 10.10.0.0 installed, I imported the address book fr om the machine I normally use (also XP), and installed my licence.  Quick test, log onto a remote machine, worked.  Then installed the new beta.  Like Max, I now still had the address book and licence.  Good so far.  Online remote machines showed as online after a short delay.
Quick test, try to log into several remote machine both internet and local connections, in each case got Access Denied for five trys before it gave up.
Good News: On a Windows 7 machine, fresh install of the new beta, install licence, import address book.  I get my familiar se t of remote machines show, online ones show as online after a short delay.
Quick test.  Log on to one of the remote machines, Success!  And I can remote control it.
So there is still a problem with the beta 2 viewer on XP, which means I can't switch to using it routinely without a fairly major reconfiguration of what machine are wh ere.
Oh and by the way, the gibberish text in the uninstall progress window is also specific to XP.

Over the past couple of days I have tried using using version 6.12 Beta 2 Viewer.  It has not been a happy process!
Having installed the viewer on an XP pro machine which had version 6.1010.0 working fine, I found that my address book and so forth had not been carried over to the new version (and nor had my licence).  I turns out that 6.12 stores these settings in the user's application data in a folder Remote Manipulator Files whereas 6.10 uses Remote Utilities Files.
After copying the data across, I had the address book back, but a side effect was that the free trial period had expired.  On trying to install my licence code, I got a message "Attention Invalid registration key"  The key worked fine on a different machine which still had version 6.10.10.0.
So I uninstalled 6.12.  The uninstall progress window showed gibberish symbols instead of text!
I Reinstalled 6.10.10.0, and fortunately all was back to how it had been previously.
I then tried installing the beta on a Windows 7 machine which had not halready had the viewer installed.  This too would not accept the licence key.
So for me, version 6.12 beta 2 is completely unusable as it stands.