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Internet ID Servers Down?

Conrad Sallian, Administrator (Posts: 1874)

Aug 19, 2014 5:00:22 am EDT

Hello Simon,

So what was the cause for not connecting? Did you figure it out?

P.S. ID servers were running perfectly and there were no downtimes since that last one. Well, even that last one was just a human factor, not something with the software itself. Anyway, we'll soon move to a more advanced configuration and we'll notify about it beforehand.

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Decommisioning Old PC's - Forgot to unregister RU client

Conrad Sallian, Administrator (Posts: 1874)

Aug 19, 2014 4:57:25 am EDT


Please, try to completely exit the Viewer (File -> Exit) , launch it again and see if the license counter shows correct numbers.

Hope that helps.

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RemoteUtilities hosted GMS servers down?

Conrad Sallian, Administrator (Posts: 1874)

Aug 14, 2014 5:59:46 pm EDT

Just a small remark to clarify some terms for those who might read this topic later. We call "GMS" the self-hosted program that we offer. It is installed on the customer's premises and facilitates Internet ID connection without resorting to any third-party services.  

Whereas the ID server in question is our company's server that we maintain. It's the default option for the Internet ID connection in Remote Utilities. We were doing some maintenance and update and it took longer than we initially planned (otherwise we would have notified everyone beforehand, of course). So again, sorry for any inconvenience.

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RemoteAgent - Remote Restart?

Conrad Sallian, Administrator (Posts: 1874)

Aug 14, 2014 5:50:18 pm EDT

Christopher Greer wrote:
I understand that it is for one time use.  But sometimes a restart is needed during one time use.  It would be a pain to install remote service on someone's computer when doing a virus cleanup and having to remember to uninstall it once the cleanup is finished.  Not that it would be difficult to do... but sometimes it can be easily forgotten.  Then the customer is stuck with a remote access tool being left behind.  Not that it should be a big deal either... but what if later the customers computer is acting up and they blame the previous tech saying they had remote access and could have messed with their computer.  I personally like the idea of the Agent.

The Agent does show the option to restart the computer. But it does not work the way I figured it would.  I am able to initiate the restart into normal mode or safemode. But then I am not able to get back onto the system to finish unless I call my customer and ask them to re-launch the agent. Again... not a big deal... but it would be much easier to do if it were built in.  

By the way, you can effectively achieve the same using the Host. Just enable the "Ask user permission" feature in the Settings for Host -> Security -> Confirmation tab. Now each time you attempt a remote connection it must be accepted/allowed by the remote user in order to be granted. Thus, despite the Host will be running in an "unattended mode", you cannot access the remote PC without the remote user's first granting you access by clicking "Yes" in the incoming connection prompt.

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RemoteAgent - Remote Restart?

Conrad Sallian, Administrator (Posts: 1874)

Aug 14, 2014 5:43:51 pm EDT

Hello Christopher,

We have this feature on our roadmap, although we cannot give any precise ETA. Anyway, thank you for your feedback, it's been very helpful.  :)

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Firewall ports and unable to restart host

Conrad Sallian, Administrator (Posts: 1874)

Jul 25, 2014 11:18:59 am EDT

Hi Ronnie,

I understand. I'm just letting someone know that as is, the product is unusable.

I'm sorry, but this is somewhat a bold statement. Remote Utilities has been used in many different companies and environments, including very big ones (some with up to 50 000 remote PCs dotted around the globe). Although we do our best to make it as easy to configure and use as possible, there are still some networks/environments with extremely strict (if not paranoid) rules we can't do anything about.

In such cases it is recommended to solve the issue on the "administrative level" - that is to add an exception in the software in the antivirus software/firewall, create a new company-wide policy etc. by getting permission from company executives/IT department.

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Rebuilding PC

Conrad Sallian, Administrator (Posts: 1874)

Jul 14, 2014 5:55:43 pm EDT

Hello Paul,

There are two XML files in the folder "C:\Users\<user>\AppData\Roaming\Remote Utilities Files\":  

config_4.xml - where your Viewer's options/settings are stored

connections_4.xml - your connection list (also called "address book" with all the IDs and passwords, if the latter were saved)

So you can also just copy these two files and paste them in the same folder on the new Viewer PC (or the same PC if you re-installed the operating system).

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iOS Ctrl + Alt + Del

Conrad Sallian, Administrator (Posts: 1874)

Jul 13, 2014 1:58:16 pm EDT

Robert Taylor wrote:
I am also stuck waiting for the  CNTRL ALT DEL function.

Our company is looking at the software for EU remote connection but not sure if they will wait very long. I would like to buy your premier package but........


Hello Robert,

Sorry if Anton was a bit direct trying to convey his message :) But anyway, I can assure you that this feature has the biggest priority when it comes to the next mobile release. And the release will be very soon!

And thanks for considering the purchase of Remote Utilities. We really appreciate it!

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Agent asking for admin on win 8.1

Conrad Sallian, Administrator (Posts: 1874)

Jul 07, 2014 8:21:13 pm EDT

Marc Laferriere wrote

If i understand correctly, i can't use the agent in this fashion, since the host is already running on that computer? Is this why running the agent gets a UAC popup?

Yes, that is correct.

If so, how can i go about regaining access to this host device? Is there a method of seeing why the connection fails?

This issue needs a closer look. Would you mind creating a ticket in our ticketing system? In the ticket simply refer to this forum thread (give a link) instead of re-creating the description of the issue. Our technical support specialist will contact you via the ticket and provide personalized assistance.

Thank you.

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Agent asking for admin on win 8.1

Conrad Sallian, Administrator (Posts: 1874)

Jul 07, 2014 5:31:47 pm EDT

Hello Marc,

I'm no longer able to access a host computer

Could you please elaborate on this. Does the Viewer asks you for access password? Or is it not able to access the Host at all (Host shows as being 'offline')?

P.S. You won't be able to use Agent on the same computer where the Host is running, because these both modules are essentially the same.

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