Conrad Sallian's community posts

Hello Nick,

Is it Viewer or Host that you install on the laptop?

Hello,

Thank you for your post.

Unfortunately, we do not provide white labeling of the icon. Apart from purely marketing reasons, there is another reason - the program should be clearly identifiable by the user (and security staff/admins if any) as being Remote Utilities.

However, you can still customize the Agent window itself, as described in this tutorial.

Hope that helps.

Hi Thomas,

That sheds some light, thank you very much. We will do our own testing then with that program and figure out why this is happening and what we can do about it.

When "C" connects to "B", there are no keyboard issues, which I would then agree with Conrad that there is a problem with computer "A".

Yes, the problem is on the Viewer side. And most likely it's with certain software (including a/v) that may interfere.

Other remote viewing programs have no issue, ie. Chrome Remote, TeamV, UltraViewer.

Unfortunately, such reasoning doesn't apply here :) Different programs have different implementation and may react differently to even the same conditions.

Hello Chris,

The server needs GUI to run although you may try running the service without GUI.

Hello, Thomas

Can I privately message you a video showing the reproduction of the issue? Maybe it can help your development team understand what is going on.

Sure, go ahead. You can send the link to support@remote-utilities.com.

I highly recommend you check your antivirus software settings, and specifically add both Viewer and Host to its exceptions list (white list). If there is any blocking it well may be on the a/v software side.

I have had the same, problem. I replicated the issue and conrad said it was my local pc and didn't provide any further help.

Hi Brian. Unfortunately, this is one of those issues that are caused by external factors which may be specific to just certain machine. Quoting the initial post:

I then installed the Viewer software on another Windows 10 system and it worked fine.

That said, there is little we can do in this situation except starting to examine a specific customer's machine and trying to guess what software causes the block. A quick solution would  be to check the security software first.

Note that simply disabling a/v software may not work - surprisingly many of these programs still work even if you disable them.

Hello Thomas,

Thank you for your report. We couldn't reproduce this problem. However, it looks like this problem is specific to that one Viewer machine. Are there any special utilities running there especially those that could use or modify the behavior or keyboard/mouse?

Hello Alex,

The iOS/Andorid apps will be updated very soon to work with the new beta.

Hello Douglas,

Thank you for your questions.

1- Do both host and viewer need Internet access?

Not necessarily. It all depends on whether you need remote access over the Internet or you want to restrict the program to local network only. Either scenario is possible. Unlike some other well-known programs Remote Utilities is flexible enough to be used both for Internet-based remote support and for the use in isolated and strictly secured networks.

See more about:
Internet-ID Connection
Direct Connection

2- Can RU server be behind firewall (192.168.1.x IP)?

Yes. However, since the server should be directly accessible by both Viewers and Hosts you might need to forward port on your router. See more about making server accessible.

Let me know if you have other questions.

Hello Ed,

If you are connecting outside the network you should use the Internet-ID connection or forward ports on the router in between subnets , if this is a LAN.

Hope that helps.