Trent's community posts

Good morning, Polina.  Letting you know I have encountered this error twice more just recently.  I had the opportunity to try your suggestions and wanted to share my results:

The HKEY_CURRENT_USER\Software\Usoris\ folder did not exist in the registry.  I also did a search for "Remote Utilities" in the registry and found limited results that mainly were in things not related to application settings.

The %appdata%\Remote Utilities Agent\ folder did exist and had 2 subfolders.  I deleted the entire Remote Utilities Agent folder.

Still got the same error.

I again tried running the agent "as administrator" after making the suggested deletions, but still got the same error.

Any further suggestions?

Thanks, Polina!  Next time I have the need to login with that customer or if I encounter it again elsewhere I'll try those steps and will report back.  Luckily I've only seen this once so far.

Good morning!  I was just attempting to use the Run Only Agent with a customer and when they downloaded and ran the agent6.10.exe, they received the following message:

Application Error
Exception EOIeException in module rutserv.exe at 00151C47. The parameter is incorrect.

We tried running from different locations, run as administrator, "unblock" the file so it is not flagged as a downloaded file.  All still got the same error.  This is a fairly new Windows 10 Pro install.

Anyone else seen this?

Polina Krasnoborceva wrote:

Didn't see that mentioned in the release notes.

We mentioned it in the second paragraph of the release notes .

Ah!  Right you are.  For some reason I didn't connect that!

Thanks!

Safe to assume that the new "Keyboard" section under the "Remote Screen" section in the connection properties is a replacement to the old "Use Legacy keyboard input model" that used to be in the "Mode" area?

Didn't see that mentioned in the release notes.

Looks like everything is back online now!

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!