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License Question

Conrad Sallian, Administrator (Posts: 1793)

Feb 24, 2015 1:41:20 pm EST

Hello Dominic

So if I use the portable viewer and the "agent" for spontaneous remote support sessions it will count against the 10 key license...

The rule of thumb is - in your Viewer you can have as many connection records (entries in the address book) as your license permits regardless of whether it's portable or installable Viewer. In case of the free license it's 10 records.

Take a look at this picture http://www.remoteutilities.com/images/help/ab-components.png . It explains what a connection record is. Normally, each address book record corresponds to one remote PC, although you can also  create multiple records for the same remote PC.  

In other words I have only 10 sessions available to me to make spontaneous remote support connection with the 10 key license ...

Not exactly. I think I need to give you an example:

Suppose you have a physical address book with names and phone numbers of different people. You can call these people and chat with them at any time without any limitations.

However, your address book can only hold 10 records. In order to add one more record to that address book you need to remove one of the existing records to make available space.

It doesn't really matter whether you spontaneously call those people (think "Agent") or call them on a regular basis (think "Host"). Also, it doesn't matter whether you call them all at once or one at a time - the only thing that matters is how many records your address book can hold. If you no longer contact a certain person, you can remove their record and add a new one instead.

Hope that helps.   :)

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License Question

Conrad Sallian, Administrator (Posts: 1793)

Feb 23, 2015 8:32:06 pm EST

Thank you for your question, Dominic. And thank you, Bobby, for your answer.

Generally, what Bobby said was correct. I can only add that in the upcoming release 6.1 the Host module registration will become unnecessary. From then on the Host (and Agent for that matter) will be a "free-floating" module. Instead, you'll need to apply your license key in the Viewer.

For the "per remote PC" license type the Viewer will simply count the number of records in your address book and compare that number with the number allowed by your license key. If it's a free license key, the allowed number is 10.

In other words, if you registered your Viewer with a free license key, the total number of records (or "connections" as well call them) in all your address books combined can be 10 or less. I say address books, plural, because Viewer now allows adding multiple address books, not just one as it used to do.  

So it won't matter what remote module you use on the remote side - Host or Agent - and there will be no more such awkward thing as "registering the Agent". We hope that this shift will make it easier for our customers to use the program and to buy it  :)  

Let me know if you have other questions.

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Right Mouse Click

Conrad Sallian, Administrator (Posts: 1793)

Feb 22, 2015 6:51:22 pm EST

It's this week if all goes as planned.

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Pointer graphic doesn't line up with actual host mouse location and other issues

Conrad Sallian, Administrator (Posts: 1793)

Feb 22, 2015 3:08:26 pm EST

Hi Chase,

Already answered in another thread. Anyway, these are known issues - we are going to fix them in the next mobile update.

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Right Mouse Click

Conrad Sallian, Administrator (Posts: 1793)

Feb 22, 2015 3:06:51 pm EST

Hello Chase,

The right tap/click not working is a bug. We'll fix it in the nearest mobile update which will come together with the desktop update 6.1.

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Agent with UN-checked IPv6 by default

Conrad Sallian, Administrator (Posts: 1793)

Feb 20, 2015 6:43:52 pm EST

Hi John,

How long does it take from an agent.exe invocation to the Internet-ID being available on your gateway?

Usually no more than a couple of seconds. Sure, 1-2 min in not normal at all.

And does a brand new host take longer to register than a 2nd invocation of agent.exe on the same host?

Only one instance of the Host/Agent can run at the remote PC. I.e. if the Host is running, you won't be able to run the Agent because it's essentially the same program.

The Agent is supposed to be used when no Host is installed. In the near future we'll possibly simply combine Host and Agent in a single installer and make them "convertible" to each other.

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Android App Comments

Conrad Sallian, Administrator (Posts: 1793)

Feb 18, 2015 8:23:40 pm EST

Hi Travis,

3. It's a bug then. The pointer must be visible. What android version and device do you have? Also - did you connect to systems other than Win 2012?

4.  I agree. But implementing a full-fledged online account would be a big task for us that would distract us from actually improving other aspects of the program itself. So we decided to make a small step forward and first implement "local" sync (via RU server that is). However, we have online account on our road map.

5. We'll check it out. Thanks!

It's great to hear that you'll be working on more connection modes and features in the future. The currently implemented connection modes work well so far in my testing of the windows client. It has worked great on Windows 7, 8.1, server 2012, and Hyper-V virtual machines.

Thanks for the kind words  :)

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mixed versions v5.6 & v6.0

Conrad Sallian, Administrator (Posts: 1793)

Feb 18, 2015 8:14:18 pm EST

Hi John,

Sure, you can. We try to maintain as much backward compatibility as possible with each update because we understand that customers might not be able to update remote Hosts all at once.

We even advise to update them in small increments and first test the update procedure on a small sample.

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Agent with UN-checked IPv6 by default

Conrad Sallian, Administrator (Posts: 1793)

Feb 18, 2015 7:56:35 pm EST

Hello John,

Any settings that you can find in the Agent/Host can be altered on the MSI configuration step. At the last step of the configuration process http://www.remoteutilities.com/support/tutorials/configuring-agent.php you need to select "Specify new settings for Host" radiobutton and click Finish. This will launch a Host/Agent settings window that looks almost exactly like the vanilla Host settings window. Uncheck the IPv6 there and then close the settings window  - the configured Agent will be created.

Another question is that why you couldn't access the Agent using that option on. Are you sure that was the reason? If so, we'll need to test that , perhaps it's a bug we didn't know about.

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Android App Comments

Conrad Sallian, Administrator (Posts: 1793)

Feb 18, 2015 5:04:14 pm EST

Hi Travis,

Thank you for your feedback.

1. Yes, that's a known problem. Immediately after we release the next mobile update with the hottest fixes, we'll start implementing address book in the mobile version.

2. This is caused by the lack of address book. Essentially, when there is a full-fledged address book where each record has its own properties (like on the desktop version), this issue will be no more.

3. Please, elaborate on this issue. You mean, you do not see the remote mouse pointer? Or you do not see any mouse pointer at all.

4. Remote Utilities is not web-based and each Viewer stores its address book locally. However, there are several ways to share/sync an address book including automatic sync via our RU Server. More information is available here http://www.remoteutilities.com/support/tutorials/sharing-address-book.php

5. Do you mean the mobile client or the desktop client?  

6. We'll be adding more connection modes to the mobile client in the future.

7. Yes. See p.6.

For example, say an admin went to lunch, and during lunch the exchange information store service decided to hang - leaving the users he supports without email. It would be almost impossible to restart that service from the android software, due to the difficulty of no mouse, and lack of tools. If a service manager were implemented, that admin could have just connected to the server with Remote Utilities android, hit the services button, and find the service needed to restart, followed by selecting restart from a drop-down box next to the service rather than having to return to work mid-lunch.

This makes perfect sense. Thank you for the valuable feedback.

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