Pauline's community posts

Hello Darren,

Thank you for your message.

Could you please clarify if you're able to connect to the remote Host machine from the mobile Viewer if you have the Enable permission-based Internet-ID access feature disabled?
This feature allows you to restrict the use of the RU Server to specific accounts, i.e. you might create a user and allow them to use this server as an intermediary for an Internet-ID connection. However, the user must first sign-in on the server in his Viewer:

Please note, that the Viewers that are not signed in on this server will be refused to use this server as an intermediary server for Internet-ID connection and, therefore, will not be able to establish a remote connection to Host.
Unfortunately, it's not possible to sign-in to the RU Server in the mobile Viewer yet. However, the improved mobile Viewer version is currently in development. We are going to significantly improve it by implementing a full-fledged address book that can be synced with the desktop Viewer.

In addition, if you're not able to connect to the remote Host from mobile Viewer even with the feature being disabled, please double-check if you have specified the custom server address in the connection properties. In order to open the connection properties on the mobile Viewer, please tap the three dots next to the connection address and then click on the information icon:

You will be redirected to the connection properties section. Please select the RU Server section, toggle the Use custom ID server option and specify your custom server's address.

Hope that helps.

Hello everyone,

We're glad to inform you that we have released a 6.12 beta version. In this beta version, the issue with certain keys not working is fixed. Host, Viewer and RU Server are available for the download here.
For more information on the beta please refer to our release notes.

In addition, here's a related discussion thread if you have any feedback or suggestions.

Please let us know if you have any questions.

Hello everyone,

We're glad to inform you that we have released a 6.12 beta version. In this beta version, the issue with certain keys not working is fixed. Host, Viewer and RU Server are available for the download here.
For more information on the beta please refer to our release notes.

In addition, here's a related discussion thread if you have any feedback or suggestions.

Please let us know if you have any questions.

Hello Niklas,

Thank you for your message.

Could you please clarify if you mean the password field in the Agent module? If this is the case, we already have a feature that will allow to hide the password box in a custom Agent that was generated using the MSI configurator tool in our wishlist and we will implement it in our future updates. Unfortunately, we cannot provide any specific ETA on it yet.

Please let me know if you have other questions.

Hello Pepa,

Thank you for your message.

This is a known issue as we were able to reproduce it and we will be implementing a fix for the issue in our future updates. However, thank you for your suggestions. I will forward them to our development team to see if we can implement any of them.

Please let me know if you have other questions.

Hello Paul,

Thank you for the kind words!

I'm glad to hear we could be of help! If there's anything else we can assist you with, please don't hesitate to reach out.

Hello Paul,

Thank you for your message.

Please try copying the installation file to your desktop and then install the Viewer from there.
In addition, please try selecting a different location on your computer as an installation folder for the Viewer.

Also, please let me know if this is the first time you're trying to install the Viewer or if it was installed on this machine before?

Besides, please verify if you're able to run Portable Viewer on the same machine? Portable Viewer is available for the download here.

Looking forward to your reply.

Hello Greg,

I'm glad to hear I could be of help!

Please feel free to post another message if you need any further assistance.

Hello Rudy,

Thank you for your message.

I have just tried connecting from a Viewer on Linux Mint 19 Cinnamon to a remote Host, but couldn't reproduce the issue as the Host screen is displayed as normal.
Could you please clarify the following:

1. Do you have a Monitor driver installed on a remote Host machine? If it is installed, we recommend that you uninstall it as the Monitor driver as it is only used for the blank remote screen feature. You can check if it's installed in your Windows device list and in the Host's settings as well. In order to uninstall the driver, open the Settings for Host window and navigate to the Driver tab and click Uninstall.

2. If there is no monitor driver installed on the Host machine, please try enabling the Use legacy capture mode feature. You can enable it in Settings for Host -> Other tab.

3. In addition, please double-check if you have the Blank the Host's screen checkbox selected in Connection properties -> Additional Properties on the Viewer's side.

Please let me know if the issue persists.

Hello Greg,

Thank you for your message.

Could you please clarify if you have considered using the MSI configurator tool in order to help switching your clients from Agent to the Host? This way, you can configure a One-Click package that will allow you to build a self-extracting Host installer with your custom settings. A remote user will only need to run the file in order to install the Host on their computer and switch from using Agent to Host.

Hope that helps.