Trent's community posts

We are seeing "connection not available" right now as well from the hosts and my viewer shows all hosts offline.   I think the RU internet ID servers are experiencing some issues.  Others in our remote offices are reporting the same.

Conrad Sallian wrote:

Hello Trent,

I'd +1 that suggestion. Would be nice to have a Run Only agent download link right on the home page!

I can explain why we would rather not put direct Agent link right on the home page. Unlike some of our well-known competitors our program consists of distinct separate modules, and isn't all-in-one. Agent is for remote computer only, it doesn't act as Viewer. Therefore new users will be misled by the link thinking that this is the same app both for the tech and for remote user. Instead, as you can see, we just direct them to the download page where we do our best to explain what Viewer and Host are and provide the necessary links.

Excellent point, sir!

How quickly/often does the sync happen between the server and viewer? Immediately upon address book update on the server (i.e. the server pushes a notification to the viewer to update), on a timed interval, or only at viewer launch?

The sync happens real time whenever update took place. If the address book was updated on the server, the changes are reflected in Viewer address book immediately, provided that Viewer is being signed in on the Server, of course (it is not or the sync process is broken if you see an exclamation sign on the cloud icon). If Viewer is not signed in then the update will happen immediately once sign-in happens next time.

Awesome!

Conrad Sallian wrote:

Also another sub-subject, the Agent download is not very visible to a new user without much hand-holding. Trying to tell an non-computer literate person to click on Host then click on Agent is too inundating when the user we are trying to support is already having issues with their pc. Would be very much helpful if the Agent download is its own download icon.

Do you mean the Download page? Sure, we will see what we can do.

Thanks.

I'd +1 that suggestion.  Would be nice to have a Run Only agent download link right on the home page!

I also had a question about the RU Server address book sync.  How quickly/often does the sync happen between the server and viewer?  Immediately upon address book update on the server (i.e. the server pushes a notification to the viewer to update), on a timed interval, or only at viewer launch?  If the latter 2, is there a command within the viewer to force an immediate update?

Thanks!

Conrad Sallian wrote:

We will release a quick fix (6.10.3.0) in a couple of days.

Just wanted to post an update on Conrad's behalf...  6.10.3.0 was released on 1/1/2019 and all is working as expected now.

Thanks again!

Conrad Sallian wrote:

No, the Agent won't be running simultaneously with the Host. However, you don't necessarily have to have the remote user uninstall the Host. They can simply stop Host using the right-click menu ("Stop Host" item). Once the Host has been stopped, they can run the Agent.

Ah, that's perfect!  So the agent merely checks for a RUNNING host, not whether it is installed or not.  I think we'll go with that as a solution... Walk them through stopping their Host (unless they are using it to access the computer at that time), run the Agent, and then restart the host after we are done with the Agent.

Thanks, Conrad!

Forgive me if this has already been answered.  I could not find it in the knowledge base or community.

We have been evaluating RU at our company as a potential remote support replacement.  One issue we have run into with the gaining popularity of RU is some users already run the RU host on their computer.  When we direct them to download and run the Agent, it informs them that the RU Host is already installed.  In many of these cases, the user does not know the authentication that is already setup in the Host (since IT may have installed it for their own management purposes or the password is stored on their viewer and they just don't recall it).

So I am wondering, is it possible to run the Agent simultaneously with the Host?

If yes, how?  (We are not adverse to setting up our own RU server, custom MSI, and using non-standard ports if that's what it would take)

If no, what would be the recommended best practices for walking a user through granting access through a Host without disturbing the existing configuration (assuming they are already using Single Password)?

Thanks!

Interestingly it appears that downgrading the Viewer is the best workaround for the moment.  The 6.9.4.0 Viewer appears to be forward compatible with 6.10.2.0 hosts (at least for basic remote control... I have not tested other functionality such as file transfer, chat, voice and video, etc).  

This is good news as it means I do not need to go through and downgrade all of my hosts.

Fantastic!  Thanks, Conrad!  

Let me know if you post a beta version.  Happy to test it out for you if so!

Hello!  I recently updated my viewer and hosts to the newest 6.10.2.0 and have noticed that certain keys and key combinations are not working at all.

The most egregious is the enter key by itself.  When pressing the enter key within the address bar in web browsers after typing an address or the windows file explorer, nothing happens.  Expected behavior is the browser loads the entered web address or file explorer displays the desired folder.

When opening up Notepad++ and turning on the option to show all symbols, a clue is given.  It is interpreting the remote Enter key as a CR only and not CR/LF.

Other keys and key combinations that are not acting as expected:
Tab (to cycle between fields on a form... seems to work OK within a document)
Alt-Tab
WindowsKey-E
WindowKey-R
Ctrl-A
Ctrl-F
Ctrl-C
Ctrl-V
Ctrl-X
Ctrl-Z
Ctrl-W

Possibly related is the local keyboard shortcut (Ctrl-Alt-F12) to simulate a Ctrl-Alt-Delete on the remote end does not work anymore.  Clicking the "Send Ctrl-Alt-Delete" command from the pulldown still works.

I'll continue experimenting to see if I can figure out any magic combinations to making it work.

Let me know if you need any further information from me.

Cristian Braun wrote:

The same happens when copying to clipboard: if i just paste inmediatly, it doesnt work. If i wait about 2 seconds, it paste what i've copied.

I've noticed the same with the clipboard.  It tends to take a fairly significant amount of time for the clipboard contents to transfer even if the amount of data is very small (a website address for example).  I have seen it take as long as 10 seconds to transfer those contents.

As Cristian said, not a major issue, but perhaps something to add to the list of possible improvements in a future version.

Thanks for making a great product!