Pauline's community posts

Hello Nijel,

Thank you for the provided details and the log file.

It seems that we were able to reproduce the issue - looks like it occurs specifically when changes to a connection in the synced address book are applied using Viewer for Linux/Mac (i.e. the issue doesn't occur if the changes are applied using Viewer for Windows or applied on the RU Server side).
I will forward the issue to our developers to see if we can implement a fix for it in the nearest update for Viewer for Mac/Linux. Sorry for the inconvenience.

I'll get back to you with an update on this shortly.

Hello Nijel,

Thank you for the clarification.

Could you please confirm that the connection was initially added to the address book on the Server's side and then you've tried modifying its properties (Internet-ID and server) on the Viewer's side? If this is the case, could you please try modifying the connection properties of the Host on the Server's side, in the Address Book Manager window and see if the changes apply to the connection this way? Please make sure to click the green checkmark after updating the settings in order for the changes to be saved.

If you think this might be relevant I can share the log.

Yes, please send us the log file to [email protected].

Looking forward to your reply.

Hello Nijel,

Thank you for your message.

the connection switches to Direct and all of the Internet ID and server address data is somehow deleted from the address book.

Could you please elaborate a bit more on the issue? Namely, what exactly happens when connection switches to Direct? Do you mean that the Internet-ID code and custom Server information disappear from the Connection Properties window of a remote Host? Would it be possible for you to provide a few screenshots of the issue (you can blur/cover any sensitive information on the screenshots)?

Looking forward to your reply.

Hello Edmond,

Thank you for your message.

Could you please double-check the following:
1. Do you have the PIN code feature enabled in the RU Server's Configuration window -> Communication tab?
2. Does the user you use to sign in to the Server have the Active checkbox enabled in the user's settings on the Server side?
3. Do you have the Force custom server security checkbox enabled in the user's settings on the Server side?
4. In addition, please make sure that your RU Server is updated to the latest version 3.2.1.0 which is available for download on this page and is registered with the corresponding license key as described here.

Please let us know if the issue persists.

Hello Emily,

Thank you for your message.

This connection alert is persistent and cannot be removed. The notification was added for security reasons and is displayed for all trial and free license users when Internet-ID connection method is used. Also, as johnran mentioned, users with any commercial license don't see this notification.
However, the connection alert can be clicked through (for example, like the Windows activation message). The connection warning is also not displayed for Direct connections even for users with Free licenses or in trial mode.
Sorry if this makes our software less useful for you.

Please let us know if you have other questions.

Hello John,

Thank you for your message.

Please note that we always recommend to use Direct connection if possible, since it's always faster than Internet-ID connection. In addition, you can also establish Direct connection over the Internet if the remote Host machine is accessible via a static IP address or if it's possible to set up a port forwarding rule in the router settings on the Host side.
However, in case if you want to connect to a remote Host over the Internet then Internet-ID connection via the public server is the fastest and the most simple option. If you'd like to set up a self-hosted RU Server, then you can easily configure the server's relay role only by following this tutorial.

So for that I would feel OK to leave it as is, however, if you ever shut your system down for main't it would be good to have a server of my own available as a stand by :)

Of course, you can switch to using your self-hosted server or back to our public servers anytime. We constantly monitor our servers to make sure there's no downtime and they run as smoothly as possible. You can also see notifications about our server maintenance on our Twitter.

Please let us know if you have other questions. We're happy to help.

Hello John,

Thank you for your message.

This connection alert is persistent and cannot be removed. The notification was added for security reasons and is displayed for all trial and free license users when Internet-ID connection method is used.
However, the connection alert can be clicked through (for example, like Windows activation message). The connection warning is also not displayed for Direct connections even for users with Free licenses or in trial mode.

I wanted to see what the difference was between the "Remote Installation" and using the Agent instead, and when I use the agent, that banner does not show.

Please note that Agent is a no-install module used for spontaneous remote sessions - Agent does not require installation and can be run by a standard Windows user (i.e. without admin privileges). In addition, please note that Agent's window is persistent as well (i.e. it's displayed on the desktop and not just as an icon in the system tray) - the session is active only as long as Agent is running (if you close Agent's window the session is terminated immediately).

Hope that helps.

Hello Dax,

Of course, I will forward this to our developers once again and will ask for their input on this issue.

I'll get back to you shortly with an update on this.

Hello John,

Thank you for the clarification.

In this case could you please provide us the Host log and the Viewer log files for the examination?
You can send the log files to [email protected]. Please don't publish the log files on the forum since they might contain some personal information.

Looking forward to your reply.

Hello Peter,

Thank you for the confirmation.

We will try to reproduce the issue in our environment to see if we can reproduce it and implement a fix for the issue.

I'll keep you updated on this.