That probably has something to do with the security policies/settings on the server in question. I will hand this issue over to our 2nd tier support and get back to you with their answer.
Meanwhile, could you please send Host log files to email@example.com . You can find the log files in C:\Program Files\Remote Utilities - Host\Log. Just zip the files and send them over to us.
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.
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.
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 :)