Trent's community posts

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!