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Host shows online but goes offline when clicked

Conrad, Administrator (Posts: 1789)

Mar 26, 2018 10:04:16 am EDT

Hello Glenn,

Please, refer to this thread. Thanks.

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(public ID server) Connections Constantly Dropping

Conrad, Administrator (Posts: 1789)

Mar 26, 2018 9:52:28 am EDT

Hello everyone,

Just wanted to say that indeed there is a problem with viewer 6.8 just as you describe. We are currently investigating it and testing different solutions.

Since it's a problem on the Viewer side the Host logs won't help us much. They can only confirm that the problem at hand is not the Host's, but the Viewer's.

But you can still help us figure out this problem if you send us the Viewer log (use support@).  The log should preferably capture the moment when the connection is going offline/online. Along with the log, please, also send us your license key (even if it's a free license key) - this will help us properly identify the connection in our server logs.

Thanks!

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Black screen and lock mouse/keyboard

Conrad, Administrator (Posts: 1789)

Mar 23, 2018 3:03:37 pm EDT

Hello,

Unfortunately, no. Currently the mobile version doesn't have such option.

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Host shows online but goes offline when clicked

Conrad, Administrator (Posts: 1789)

Mar 23, 2018 3:02:52 pm EDT

Hi Glenn,

The log looks ok - it seems that the Host successfully establishes connection to your server and is ready for connection.

I'm afraid that the connectivity (network) issue might be on the Viewer side. You should check if the Viewer PC can communicate with the server PC and if the connection is stable (you can try the ping -t command, for example).

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free license is not adding to the license storage

Conrad, Administrator (Posts: 1789)

Mar 23, 2018 3:00:04 pm EDT

Hello Karen,

Thank you for your post. This knowledge base article can help:
Cannot get a free license key

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how long does a 'just retrieved' Internet ID connection last for?

Conrad, Administrator (Posts: 1789)

Mar 23, 2018 2:56:36 pm EDT

Hello Pam,

Thank you for your message.

The Internet-ID once generated/enabled remains active and the Internet-ID code remains the same unless you manually change (re-issue) it.

Hope that answers your question.

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Host shows online but goes offline when clicked

Conrad, Administrator (Posts: 1789)

Mar 23, 2018 3:55:14 am EDT

Hello Glenn,

Thank you for your post.

Does the Host log show any errors?

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(public ID server) Connections Constantly Dropping

Conrad, Administrator (Posts: 1789)

Mar 22, 2018 6:06:30 pm EDT

Hello Kim and mom4max,

What does the log say? Specifically, what errors does it show? I mean the Host log.

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Host PC locks when doing "full control"

Conrad, Administrator (Posts: 1789)

Mar 21, 2018 10:04:30 am EDT

Hi Espen,

This is very unusual. The only program setting remotely related to what you describe is "Lock workstation on disconnect" property (connection properties -> additional properties).  

But since you say that locking happens on connect rather than on disconnect, and that it is really Remote Utilities' own Full Control mode rather than the RDP, we don't really know what might the reason. This is the first time we are reported such behavior.

One possible explanation could be that there is security software on your computer that prevents remote connection and/or input emulation typical for remote control software.

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Host PC locks when doing "full control"

Conrad, Administrator (Posts: 1789)

Mar 20, 2018 12:59:32 pm EDT

Hello Espen,

Thank you for your post.

You are probably connecting using the RDP mode. You should try the Remote Utilities' own Full Control and View mode.

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