jasoncollege24's community posts

CSS was part of the setup when I had RU server installed on the server. More registry settings that weren't removed during the uninstall.

On the client, I did stop the automatic attempt to logon to the RU server (relay), because during the clean uninstall/reinstall, I also removed RU server from the server.

I disabled CSS in the server's host settings, and left auth as automatic. hopefully, this will prevent this in the future.
When I had the RU server installed, I was primarily using it for address book sync

Conrad Sallian wrote:

If you managed to access the Host from the Viewer and never changed anything in the authorization system in the Host settings ever since, it cannot all of a sudden start showing "Access denied". Access denied here means that you cannot authorize on remote Host, not issues with connectivity (which would explain why you can connect at some time and cannot at a different time).

Please, double check your Host authorization settings (Settings for Host -> Authorization) and make sure that you enter the correct password. Also, make sure that the connection mode you use is allowed on the Host side (in the Modes section/tab).

Never once did I blame the connection. Please don't put words in my mouth. I did check the host authorization, and no settings were ever changed between the successful login, and the subsequent access denied errors. In fact, those authorization settings are now exactly the same as they were during the access denied errors. I can login fine after doing the complete uninstall/reinstall. Regardless of what you're telling me, this actually DID happen! Internet ID is disabled on the host, and a direct connection is used, with a password I won't use on the internet.

I was able to logon just once after the update completed. The very next day, I tried to logon exactly the same way (NOTHING AT ALL WAS CHANGED), and got "Access denied". You say it cannot all of a sudden show "Access denied" errors, but you're wrong, because that's exactly what it did, and the only fix was a complete removal, and fresh install.

If all else fails let me know and we can have a remote session (connect to your Viewer PC) to see how exactly you log in to a remote PC or launch a connection mode.

No offense, but... absolutely not. I don't allow anyone to remote view, or access any of my systems, unless I know, and trust them. If you want to see how I logon to the host, I can create a short YouTube video that will show you how I logon, and use the Host with the viewer.

Again, the problem is not with "Simple update" per se. The problem is rather that the uninstall-install process isn't properly performed in certain circumstances my msiexec.

I tried to reproduce this on the VM, and that update process from 6.8 went off without any problems, so unfortunately, I cannot actually show you, but I will create a short youtube vid that will show you how I connect.

EDIT: Here is the video I promised that shows my settings, and how I login to the server from the client.
Remote Utilities - Host Authorization settings

UPDATE:

I'm going to name all of these machines from here on to make it easier.

From here on, "Server" will be used to refer to the host machine (the one with no keyboard or mouse)
From here on, "Client" will be used to refer to the client machine (Primary PC used to remotely control Server)
From here on, "VM" will be used to refer to the virtual machine, who's host software has currently never been updated.

Client
Logged out of the Server's Remote Utilities server software
deleted all cloud connections that were there from logging into the Server
deleted all non-cloud connections, except the one for the Server, leaving literally only 1 connection listed in the viewer.

Note: The cloud copy of the Server connection claimed the host software was still out of date. The non-cloud copy (the one I didn't delete) doesn't claim it to be out of date, (this was the one that successfully logged in), but still received an access denied error after an over night sit)

Server:
Uninstalled Remote Utilities Host, and Server (Oddly enough, even removal of the registry entries did NOT remove the password, and RUT server settings. This needs to be rectified in your uninstaller!)
Restarted the Server, and logged back into Windows 10
Downloaded the latest version of the Remote Utilities Host MSI installer, and installed the host software, forcing a password change, and setting it to the password I had (in case it was changed)
Logged in, and took control via Client's viewer successfully
Restarted the server remotely, and logged back into Windows 10
Logged into Server via Client's viewer successfully, and took control.

Note: All uninstalls were done with Advanced Uninstaller Pro, which removes all leftover files, and registry entries after a program is uninstalled.

To summarize,

Using "Simple update" from the updated viewer, or updating by downloading the MSI, and running install BREAKS older versions of the host at this point. My only solution was a complete uninstall, and reinstall of the latest host software.

I'm going to have to do exactly the same on the VM, just to be 100% certain that I do not encounter this error again.

Unfortunately, this massive screw up of your installer's update process means that anyone using this software has to be ON LOCATION in order to resolve this issue, and properly update to the latest version.

I'm now labeling this as being a problem on your end, and not a problem caused by the end user, or their computers. Simply put, these broken updates are not our fault, or the fault of our computers, or the fault of Windows 10. They are the fault of your developers.

Please stop blaming us, and our computers.

Hi Conrad. Thanks for getting back to me.

To answer all of your replies to me...

After upodating everything, except the host on the client machine, I was able to login to the host machine via the client's viewer just once. Leaving it over night returned to the access denied errors, so I did manage to log into the host, but I'm still being told it's out of date.

Second bit. i installed both modules on the client, because on rare occassions, I do allow a friend to view my client PC (View only), which is also my primary PC. The remote (host) computer does not have the viewer installed at all. it only has the server, and the host installed. here's the install setup again, because I thnk you misunderstood.

Host machine has host, and server only (this is a file server, with no mouse, or keyboard attached)

Client machine has viewer, and host only. viewer is primarily used, and host is used VERY RARELY, and I have reasons for it being there.

I have a virtual machine on the client machine that has only the host software installed. This version is out of date, and is waiting for a resolution to this problem.

As for the complete uninstall/reinstall idea, I don't need to worry about registry entries. I will uninstall it using a program that removes all files, and registry entries left behind by uninstalled apps.

The reinstall is aboutto happen in the next few minutes, so please expectr an update on this within the next hour.

@Ashley, Did you check (or have someone on location check) Programs and Features in Control panel to be 100% certain that the host software was actually removed during update? It would show up there as "Remote Utilities - Host" if it's still there. Seems like a stupid question, but you'd be surprised how often the answer would be that it shows up there. (various apps btw)

Yikes! Mine at least shows up online, when it's turned on. it is in the same room with me, but has no mouse, or keyboard attached, so I use remote utilities to access it.

I have another that is a VPS that someone else connects to. I'm afraid to update it for fear of something going wrong.

I'm considering doing a complete uninstall of all remote utilities apps from the physical machine, and then doing a clean install of the ones I need. I will add an update, when I can do it (right now someone is using that display), to let you know if this works.

Unfortunately, this would be *very* inconvenient on hosts that are far away. In cases like those, I'd highly recommend having a secondary solution to serve as a backup, or have someone there who can initiate something like Quick Assist in Windows 10.

I spoke too soon. After leaving both machines over night, with no reboots, or updates or anything else after getting it to work, I'm right back where I started. I'm back to getting access denied errors, when trying to login to the host from the client.

The only software that is out of date is the host software on the client machine, which shouldn't effect this at all. For some reason, the viewer is still telling me that the host has a newer version available.

I need to get this sorted, because I have one other machine that I use who's host software hasn't been updated in a while. I need to make sure this will work properly, BEFORE i update the host on the other machine.

Host information
OS: Windows 10 - 1809
Current Host version: 6.10.3.0 (Current as of today)
Previous Host version 6.8 (Current as of November 25th, 2017)
Internet ID: Disabled
Viewer version: Not installed
Server version: 2.6 (Never updated)

Client information
OS: Windows 10 - 1809
Current host version: 6.9.4.0 (Current as of Nov 2018)
Previous host version: N/A (Windows was clean installed in November 2018)
Current Viewer version: 6.10.3.0 (Current as of today)
Previous Viewer version: 6.9 (current as of reinstall of windows)
Connection type to Host: Direct IP
Server version: Not installed

Symptoms:
Attempting to login to host on host machine, via viewer on client machine results in "Access denied" error after updating viewer on client, and host on host.

1. Viewer on client was updated first.
2. Opened viewer, and saw message that host on host had an update.
3. Right clicked host in viewer, and chose "simple update"
4. Restarted host machine, after update
5. Tried to connect via viewer on client, received "Access denied" error
6. physically uninstalled, and reinstalled host on hostmachine (didn't remove settings)
7. Restarted host machine, after install
8. Tried to connect via viewer on client, received "Access denied" error

Viewer on client still claims that the host software on the host machine is outdated, but clicking about on the host shows it, and client's viewer are the same version (6.10.3.0)

This was not a problem, before updating the host software on the host machine, and it doesn't make any sense.

Edit: Seems updating the server was also needed. Problem seems resolved.