Peter Gray's community posts

Most of my systems are rather elderly and somewhat slow.  I have at least three where the host service does not always start after switch on or re-start.  All are Windows 7, and have host version 7.1.2.0 installed; viewers are also version 7.1.2.0.   One is the system which I mostly use as viewer, and I can see that the remote utilities icon in the notification area does not always appear on start up; then I manually start the host.  This is not so convenient when the host is remote, but I can sometimes use a competitor product to get in and start the host.

I've looked at host logs, which don't seem to have any relevant entries, though I do see some access violation exceptions there.

However, looking at the Widows event viewer, windows logs, system, and searching for "Remote Utilities", I find pairs of error entries: "A timeout was reached (30000 milliseconds) while waiting for the Remote Utilities - Host service to connect." immediately followed by "The Remote Utilities - Host service failed to start due to the following error:
The service did not respond to the start or control request in a timely fashion."

I can povide a sample host log, and it looks like I can extract a portion of the Windows log, if those would be helpful.

Hi Graham
I too can't ping id.remoteutilities.com from home; I get timeouts.
If instead i use tracert id.remoteutilities.com, that tells me the blocking happens after 15 network hops, well beyond my ISP.  The last several lines of the result are:-
 8    10 ms    10 ms    10 ms  be2869.ccr42.lon13.atlas.cogentco.com [154.54.57
.161]
 9    78 ms    78 ms    78 ms  be2490.ccr42.jfk02.atlas.cogentco.com [154.54.42
.85]
10    78 ms    78 ms    78 ms  be2262.rcr21.ewr03.atlas.cogentco.com [154.54.47
.122]
11    80 ms    79 ms    81 ms  te0-0-1-3.nr11.b017536-1.ewr03.atlas.cogentco.co
m [154.24.0.34]
12    76 ms    76 ms    76 ms  38.142.54.82
13    77 ms    77 ms    78 ms  edge-03-teb1.us.as19318.net [64.20.32.137]
14    77 ms    77 ms    78 ms  edge-05b-teb4.us.trouble-free.net [64.20.32.49]

15    91 ms    78 ms    85 ms  switch11n.trouble-free.net [173.225.96.35]
16     *        *        *     Request timed out.
17     *        *        *     Request timed out.
18     *        *        *     Request timed out.
19     *        *        *     Request timed out.
20  ^C
I cancelled with ctrl C after the 19th line.

Hi Pauline

Thank you for updating us on this.

Could you please let us know if you have both Host and Viewer updated to the latest version 7.1.2.0? Please make sure that there's no version mismatch between Host and Viewer as it might lead to performance issues or even some features not working.

Yes, both the Viewer and all the several Hosts  tried it with were at the latest version 7.1.2.0.  Note that the problem only occurs with the Viewer on Windows XP, not on Windows 7.

Peter.

Thar reminds me:on my XP Viewer machine at v 7.0.0.1, if I right click anywhere in either of the explorer panes in the file transfer window, the entire screen goes white. Rather scary the first time it happened, but hitting escape key gets back to normal display. I can't remember what happened in v 6.10.0.0, and don't know what is supposed to happen.

Peter, we haven't received other similar reports yet, but we will additionally test how the File Transfer connection mode works with Windows XP to see if we can reproduce the issue. Please note that in version 6.10.10.0 an old mechanism for the File Transfer mode was used which was replaced with an improved mechanism starting version 7 of Remote Utilities.

I've just updated to version 7.1.2.0, and the white screen effect is still present with file transfer on XP Viewer.  This is not a big issue for me, since my main Viewer is now Win 7, and in any case I don't use file transfer very often.  Also, the options provided by right click (which works on Win 7) are available from the file transfer "file" menu.
Peter.

Hello Conrad.

I've installed Viewer 7.1.2.0 on one of my Win 7 machines, and can confirm that the scroll wheel problem has been fixed.

Thank you.

Hello Conrad.

Viewer 7.1.2.0 installed OK on my XP machine.  So did Host 7,1,2,0.  Both seem to work OK.

Thank you.

Just been forced to upgrade viewer to version 7, biut it crashes in WinXP. Not hsppy.

Viewer 7.0.2.0 works fine on my last working XP machine.
Updated to Viewer 7.1.0.0.  Try to run, get pop-op error message "Viewer\rutview.exe is not a valid Win32 application", but does not crash.
Updated to Viewer 7.1.1.0.  Try to run, get a different error report about EAccessViolation.  OK that and viewer comes up, but without list of connections.  Attempt to close viewer, get error message again, Viewer does not close.  Had to force close using task manager.
And now I can't revert to Viewer 7.0.2.0 without first uninstalling v 7.1.1.0, but the uninstall fails with gibberish error messages!
I'll have to try a complete manual uninstall when I have the time.

Hi Pauline.
I've not checked all the combinations, but for all those I have checked, Advanced Mouse Scroll is enabled,
In the list below, Scroll works means the selected application on the host is scrolled; Scroll fails meand it is not, but the host desktop may be scrolled within the viewer window.
H4, C4 etc. are the various machines.  There are others with the problem, but they are remote from me.
Video capture is more than I can cope with at this tme of night (9:40 pm).

H4: Intel Pentium 4 Win XP Pro (v2002) SP3 32 bit
Viewer 7.0.2.0, Host 7.0.2.0
Viewing H5: Scroll works
Viewing S1: Scroll works
Viewing HL: Scroll works

C4: AMD Athlon Win 7 Pro SP1 64 bit
Viewewr 7.1.1.0, Host 7.1.0.0
Viewing H5: Scroll fails
Viewing S1: Scroll fails
Viewing HL: Scroll fails

H5: Intel Pentium dual core CPU (E5200) Win 7 Pro SP1 64 bit
Viewer 7.0.2.0 Host 7.1.1.0
Not directly accessible to use Viewer, working indirectly via H4
Viewing C4: Scroll works
Viewing S1: Scroll works

S1: Intel Pentium dual CPU (E2220) Win 7 Pro 64 bit
Viewer 7.1.0.0, Host 7.1.0.0
Not directly accessible to use Viewer

HL: AMD E2-1800 APU Win 7 Pro SP1 64 bit
Viewer 7.1.0.0, Host 7.1.0.0
Viewing H5: Scroll fails
Viewing S1: Scroll fails
Viewing C4: Scroll fails

Hi Pauline
I'm getting together the info you requested, both for the machines I had already tried, and also for some others where I have not yet upgraded Viewer and Host.
I normally use stretch view, or normal view if the entire host desktop fits in the viewer window.  During data gathering I needed to use Normal view where the host desktop was bigger than the viewer window (so as to get legible text!).  In that mode, with Viewer 7..0.2.0, the scroll wheel scrolls the selected Host wiindow (e.g a browser or a document), but with Viewer 7.1.0.0 or 7.1.1.0, the scroll wheel vertically scrolls the Host desktop within the Viewer window.  This behaviour seems to be independent of the Host version in use.
Details of machine builds and Viewer and Host installs and behaviour to follow, if you still want them.
Peter.

Using viewer and host v 7.0.2.0, the mouse scroll wheel would scroll windows on the host.  Since upgrading to v 7.1.0.0, that no longer works.  
The mouse wheel *does* scroll other windows on the viewer machine, but *not* windows on the host connected to with the viewer.
This happens with two different viewers and two different hosts, all usung Windows 7.
Further upgrading to v 7.1.1.0 has not changed this behaviour.
I have not had the opportunity to revert to v 7.0.2.0 to see if the problem goes away.