Viewer menu resolution is too small to read

Conrad Sallian, Support (Posts: 2338)

Jan 28, 2019 11:45:24 am EST

Hello Nick,

Judging by the rest of the Viewer window the DPI scaling override setting suggested earlier in this topic hasn't been applied. Could you please double check that you follow the advice above regarding using the override option. Feel free to send your screenshots here as well.


adding connections directly to the viewer

Conrad Sallian, Support (Posts: 2338)

Jan 25, 2019 8:25:03 am EST

Hello Trent,

I'd +1 that suggestion. Would be nice to have a Run Only agent download link right on the home page!

I can explain why we would rather not put direct Agent link right on the home page. Unlike some of our well-known competitors our program consists of distinct separate modules, and isn't all-in-one. Agent is for remote computer only, it doesn't act as Viewer. Therefore new users will be misled by the link thinking that this is the same app both for the tech and for remote user. Instead, as you can see, we just direct them to the download page where we do our best to explain what Viewer and Host are and provide the necessary links.

How quickly/often does the sync happen between the server and viewer? Immediately upon address book update on the server (i.e. the server pushes a notification to the viewer to update), on a timed interval, or only at viewer launch?

The sync happens real time whenever update took place. If the address book was updated on the server, the changes are reflected in Viewer address book immediately, provided that Viewer is being signed in on the Server, of course (it is not or the sync process is broken if you see an exclamation sign on the cloud icon). If Viewer is not signed in then the update will happen immediately once sign-in happens next time.

Install host from agent?

Conrad Sallian, Support (Posts: 2338)

Jan 24, 2019 3:14:58 pm EST

Hello Allan,

Thank you for your message.

Currently, you cannot directly "convert" Agent to Host - this feature is on our wishlist and will be implemented at some point in the future.

However, you can install Host while being connected through Agent. Here is how:

1. Configure a one-click Host installer using the MSI Configurator. If you want to immediately connect to Host after the installation configure the installer to send you access credentials via email. Here is a sample tutorial on how to configure a one-click installer.

2. Copy the one-click installer onto the remote computer (.e.g via the File Transfer mode).

3. Run the installer on the remote computer. You can use the Execute mode. Note that you might need to run the file with admin privileges, the Execute mode window allows you to enter administrator credentials for the remote computer.

Once the Host installation starts it closes the Agent window/session and Host installs itself. You receive access credentials via email and connect to the remote computer, this time to Host.

Note that you can also re-start Agent with admin privileges if all you need is controlling UAC prompt or installing programs using Agent.

Failed to initialize Authorization process.

Conrad Sallian, Support (Posts: 2338)

Jan 24, 2019 2:48:52 pm EST

Hello Ivan,

Thank you for your message.

The code has nothing to do with it. So long as you have already added the connection to your address book and can see it online, you should be able to authorization.

From the error message we can say that something breaks the authorization routine midway. First of all please make sure that you update Viewer and Host to the most recent version ( as of this writing).

If the issue persists even after you update the Host, feel free to send us the Host logs for examination. Here is how to locate the Host logs

Win 10 Start menu open slows down RU

Conrad Sallian, Support (Posts: 2338)

Jan 24, 2019 2:36:32 pm EST

Hi Jeremy,

I will forward this to our development. Perhaps, something really can be done about speeding up displaying the menu.

adding connections directly to the viewer

Conrad Sallian, Support (Posts: 2338)

Jan 24, 2019 2:34:46 pm EST

Hi Jeremy,

On this sub-subject - a modified host file is too large for email. It would be nice if it could upload it to this support area. Since we have to login to this forum and able to upload pics (which are appreciably larger), then we could get a "private" shareable link for new host to download and install.

We will certainly consider adding such ability to the web account.

Also another sub-subject, the Agent download is not very visible to a new user without much hand-holding. Trying to tell an non-computer literate person to click on Host then click on Agent is too inundating when the user we are trying to support is already having issues with their pc. Would be very much helpful if the Agent download is its own download icon.

Do you mean the Download page? Sure, we will see what we can do.


Can sign in to server in viewer, but the host keep offline

Conrad Sallian, Support (Posts: 2338)

Jan 24, 2019 2:08:03 pm EST

Hello Khasia,

I am very sorry, but I am having difficulty understanding what it is exactly an issue in your case. If your Host does not have Internet access and you want to connect to it over a local network (LAN), please follow this procedure

Hope that helps.

remote keyboard and Excel

Conrad Sallian, Support (Posts: 2338)

Jan 24, 2019 2:04:19 pm EST

Hello Darryl,

Please, update Viewer and Host to the most recent version ( Before that we cannot tell for sure whether it's a new yet unknown issue or something we have already fixed.  


trouble with agent 6.10.exe

Conrad Sallian, Support (Posts: 2338)

Jan 24, 2019 2:02:28 pm EST

Hello Scott,

No problem, thanks!

Delete a post in the forum

Conrad Sallian, Support (Posts: 2338)

Jan 23, 2019 1:14:05 pm EST

Hello Anouz,

If you want to delete any messages made by yourself, just let us know at Contact us from the same email you registered with on our forum and tell us which of your messages on this forum you want us to delete.

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