Pauline's community posts

Hello Ondrej,

Thank you for the update.

In this case, perhaps, the issue is indeed caused by something in the proxy server's settings, since the MSI Configurator works via the regular network connection.

Unfortunately, according to out Support Policy, we cannot assist you in resolving network administration issues. In order to resolve the issue, please try referring to your network administrator as they would be able to assist you and provide more information on the proxy server's settings. Sorry for the inconvenience.

Please let us know if you have other questions.

Hello,

Thank you for your message.

You can simply remove your license key on your current computer. In order to do so, in the on the Viewer ribbon toolbar navigate to the Help tab and select License Key Storage.... In the opened window select the preferred key and click Remove selected key. Then proceed with adding the license key on your other Viewer as described in this registration guide. Please note that despite its name, the Endpoint license key is added on the Viewer's side as well.

Alternatively, you can simply add the license key to your new Viewer and use it there as you are not restricted to a specific workstation with any license key, especially with an Endpoint license that only limits the number of the remote Hosts. Fore more information please see this License Comparison table.

Hope that helps

Hello Vladislav,

Thank you for your message.

Unfortunately, we couldn't reproduce the issue. The issue might have been caused by some files in the Host installation folder being somehow corrupted or deleted (perhaps, by some antivirus/firewall software activity).

Could you please try uninstalling the Host completely as described in this uninstallation tutorial and then re-installing it from scratch?
In addition, please try adding Host installation path to the antivirus/firewall software exception list as described here to avoid future issues in this regard.

Please let us know if the issue persists even after reinstalling the Host.

Hello Ondrej,

As Conrad mentioned, when accessing the MSI Configurator server, Viewer uses proxy parameters that are already set up on the Viewer machine itself, i.e. in this case it should work in a similar way to a regular web-browser that utilizes the system's proxy settings. Unfortunately, it's not possible to specify these parameters separately inside the Viewer.

Could you please try configuring a custom installation package via the MSI Configurator Tool on another machine or, perhaps, even from another network (you can use Portable Viewer that does not require installation) and see if you can connect to the configuration server this way?

Please let us know if this works for you.

Hello Ondrej,

Thank you for your message.

Could you please try whitelisting id.remoteutilities.com and see if the MSI Configurator connect to the server successfully this way? This is our public ID servers' DNS name that is used for Internet-ID connections, so might help in resolving the issue.

As for the ports - Remote Utilities required outbound TCP ports 5655 or 443 to be opened for the Internet-ID connection, no other port configuration is required for the MSI Configurator. To see the full list of ports used by Remote Utilities please refer to this page.

Please let us know if this worked for you.

Hello Ondrej,

Thank you for your patience.

I've checked with our developers - we will significantly improve the search, for the AD and the address books themselves as well, by adding different search parameters. This will be implemented in our future updates. However, we cannot provide a specific ETA on it yet.

Please feel free to post another message if you have other questions.

Hello Ondrej,

Thank you for your message.

Also some kind of downloading info about computer (logged in user e.g.) when I add computers as connection should be nice.

Yes, we already have a similar feature in our wish list that will allow a technician to see more detailed information about the remote Host machine (including if there are any users currently logged in). The information will be displayed on a tooltip or in a separate window. Unfortunately, we cannot provide any specific ETA on this feature yet.

Are there any plans to improve searching in Active Directory (I guess it work same as in Adress Book)? There are columns with login, IP address, etc., but it search only by computer name.

We do have plans to improve the AD synchronizations it would be possible to sync AD tree automatically or on schedule. Perhaps, the search will be improved along the way as well. However, I'll forward this feature suggestion to our Development department for a review, to see if we can improve the Active Directory search in our future updates.

Please let us know if you have more questions.

Hello Richard,

Thank you for the provided details!

Hopefully, this will help other users as well if they encounter a similar issue.
I've forwarded this to our development department for further investigation, to see if we can do anything to fix this in our future updates.

Please let us know if you have other questions.

Hello Richard,

I'm glad to hear you've figured out the issue and it works for you now!

Could you please let us know what exactly was changed in the firewall settings or if it was just disabling/enabling the firewall that helped to resolve the issue?
It seems that we've managed to reproduce the issue - it was already forwarded to our developers, so they could investigate it further, but it would be helpful if you could provide this additional information.

Looking forward to your reply.

Hello Aaron,

I'm glad to hear we were able to help and it works for you now!

Please feel free to post another message on our Community Forum if you have other questions.