Conrad Sallian's community posts

Will RU Server be faster in this scenario?

Conrad, Support (Posts: 2979)

Sep 22, 2017 8:17:20 am EDT

Hi Mike,

Thank you for your post.

Generally, yes. Although we do have servers in England, using your own server can make a remote connection faster. This is because network packets will travel a much shorter route, especially if the server is located closer to one end of the remote connection, usually the Viewer.

This guide will help you set up RU Server as a relay server.

High CPU usage on some machines

Conrad, Support (Posts: 2979)

Sep 22, 2017 8:14:06 am EDT

Hi Victorio,

There my be three possible reasons for that:

1. Hardware acceleration is turned off. Try enabling it.

2. Update your graphics card driver.

3. In some cases enabling "Capture alpha-blending windows" in connection properties can also cause this issue, but first please check the first two items.

Hope that helps.

Installation path

Conrad, Support (Posts: 2979)

Sep 21, 2017 5:38:25 am EDT

Hi Leo,

Thank you for your post.

And how exactly you install/propagate the Host remotely? Do you have direct network connectivity with remote PCs to perform push-install? Or are you preparing a custom one-click installer package for someone to run on the remote PC?

High CPU usage on some machines

Conrad, Support (Posts: 2979)

Sep 19, 2017 4:01:56 pm EDT

Hello Victorio,

Thank you for your message.

I'm not sure what might be causing this problem, but it only makes sense to test the most recent version, which is 6.8.0.1 as of this writing. Could you please update your Viewer to 6.8.0.1. and also a few of your Hosts and see if the problem persists.

Looking forward to your reply.

Upgrade license from Starter to Mini

Conrad, Support (Posts: 2979)

Sep 19, 2017 8:04:24 am EDT

Responded via tickets.

Thanks.

Upgrade license from Starter to Mini

Conrad, Support (Posts: 2979)

Sep 19, 2017 4:33:24 am EDT

Hello Nijel,

Thank you for your order!

It says on the Starter page that if you want to upgrade to Mini you just pay the difference. I can't seem to find where to do that on the website?

Yes, that is correct. Currently, we are finishing preparing a special upgrade form which will allow our customers to order upgrade keys. Meanwhile, we can simply give you a 50% discount for the MINI license.

Feel free to start a support ticket and I'll send you your coupon code. Thanks!

Dual Monitors - One Portrait, One Landscape

Conrad, Support (Posts: 2979)

Sep 16, 2017 10:45:01 am EDT

Hi Josh,

Just responded to your ticket. Have you tried to enable this "Use legacy capture mode" option?

PnP-Monitor Lock driver is unsigned

Conrad, Support (Posts: 2979)

Sep 14, 2017 2:52:53 pm EDT

Hello,

Then it's either an outdated root certificate or intermediate certificate problem. As an example, here is how the monitor driver properties window looks now on our test PC, RU version 6.8.0.1 downloaded from the site.

PnP-Monitor Lock driver is unsigned

Conrad, Support (Posts: 2979)

Sep 13, 2017 4:49:46 pm EDT

Hello,

Thank you for your message.

The monitor driver is signed. This problem might arise because some root and/or intermediate certificates might need to be updated.

DigiCert (the CA we use to sign our software) provides a list of root and intermediate certificates on this page: https://www.digicert.com/digicert-root-certificates.htm

Updating Windows 10 is also recommended. You can even first try that.

Hope that helps.

I cannot connect to Host

Conrad, Support (Posts: 2979)

Sep 13, 2017 12:38:39 pm EDT

Hi Mohammed,

Please, send Host log files to the email support@remote-utilities.com for our examination. Looks like the Host has issues communicating with our relay server.

Thank you.

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