Conrad Sallian's community posts

Hello Alex,

Thank you for your message.

This line only means that the Host (the program itself) has started on the remote computer and is awaiting incoming remote connection.  

If there were any connection (session) in place there would be a line mentioning the specific connection mode used, such as Full Control, File Transfer etc.

Hope that helps.

Hello Songpol,

I responded to your ticket. This is a known bug in version 6.9 and it will be fixed in the upcoming 6.10. Sorry for any inconvenience.

Let me know if you have other questions.

Hello John,

The globe icon means the Internet-ID connection, whereas the "msi" icon means that the remote Host version is older than the Viewer's and update is recommended.

For update instructions please refer to this article.  

Hope that helps.

Hello Jimmy,

Thank you for your message.

Currently, this option isn't available for the mobile client. However, it is on our wish list for future updates of the mobile version.

Hi Andrew,

I'm glad to hear it is working for you now. I should say that we are going to significantly improve the mobile version pretty soon and add new features (including a full-fledged address book like in the desktop client).

Don't hesitate to post another message if you have any questions.

Hello Vinny,

The installer simply uses your system locale. Is it Chinese?

Anyway, you can also change language from within the program. Click "File" (a blue button) in the top left corner and select the language menu item. See the screenshot below:

Hello Andrew,

Thank you for your message.

We could’t reproduce the issue. The field works as it should on the iPad with the latest iOS (12.1 16B92) and RU updates.

Hello Ali,

Thank you for your message.

If you are in Full Control mode, then this behavior is normal. The admin's cursor always takes precedence over the remote cursor. So if the admin's mouse moves even slightly the cursor will return to the current position of the admin cursor regardless of where the remote cursors moves.

However, if you want to let the remote user work without such interruptions you can switch to the View Only mode right on the toolbar:



You can also use Alt + F12 key combination to quickly toggle between Full Control and View Only mode.

Hope that helps.

As we have just confirmed, the issue is caused by a bug in the auto-import feature. We will fix the bug in very nearest update of the program.

Sorry for any inconvenience.

Hello Nijel,

When I was using the cloud address book I needed to repeatedly sign back in to the server because it would sign me out very frequently and this made adding and removing clients very tedious or impossible.

This might be caused by intermittent network connectivity or network configuration problems. You may not notice that when web surfing, for example, because a web browser briefly connects to a web server, downloads the page, and then disconnects. With remote access software though you need a long lasting connectivity and sometimes network problems may affect how your remote connection works.

As a side note, I can only connect and see the online status of clients when I am on the same LAN as the server if my Viewer PC's network connection is routed through a VPN.
For some reason it doesn't work from inside the network. When I'm using my cellular hotspot or another ISP or my VPN it works but I can't connect to the server domain address from inside the network.

This has something to do with your specific network configuration. Unfortunately, with so many possible factors we cannot tell for sure why this is happening. Still, you should be able to communicate with your server directly on the same LAN using its hostname or domain address, it is very strange that you cannot.

A side note to the side note; the only way I am able to make clients I know are online appear online and connectable while my Viewer is on the same LAN as the server without using a VPN is if I edit the server address on each client on the Viewer address book and remove the domain name of the server and enter the server LAN IP address. Obviously this isn't going to work for when I'm on the road so I just use my VPN in the office instead.

Here is a question - why would you want to use the server (the relay role, that is, to broker a remote connection) if you have direct connectivity with remote machines, such as through VPN? You could simply connect from Viewer to Host using the Host's VPN address, you don't need to use the server for that.

Please, note that server's roles may work independently. For instance, you can sync your address book through the server and still connect directly to remote machines.