Conrad Sallian's community posts

Hi Robert,

Perhaps there was an issue with the Viewer configuration file after the update. Anyway, we will improve the configuration file mechanism in the upcoming 6.9 release so this problem will be no more in the future.

Don't hesitate to send us a message or ask on the forum whenever you need help.

Thanks!

Hello Robert,

Thank you for your post.

Do you mean Advanced hint window? We didn't remove it, it's still there.  

To enable it, click Tools -> Options -> View tab and check Advanced Hint window.



Hope that helps.

Hello Nijel,

Here is a troubleshooting article that may help fix performance issues.

However, if the speed/performance is really so slow as you describe even when you use the self-hosted server, then it's very unusual and the problem can be external. What comes to mind first is antivirus software activity . Is it the same antivirus program that installed on remote Hosts? You may also want to add Viewer installed path to antivirus software exceptions list on the Viewer computer.

If nothing of the above helps, please let me know and we may schedule a remote session to figure this out.

Thanks.

Hello Nijel,

Thank you for your post.

A few questions:

1. Which version is used on both ends (Viewer and Host)? Is it 6.8.0.1? If not, please update and see if it helps resolve the problem.

2. If you have the latest version, but the problem persists, could you tell if this happens with just one Host or many?

From what you described it may seem that there are network connectivity issues either on the Host side or Viewer side. Note that just the fact that there is a broadband and high-speed connection on both sides doesn't necessarily mean that it's stable. Brief network interruptions may still occur and go unnoticed during web surfing or email use but get immediately noticed when Remote Utilities is used.

Hello Ron,

Now I'm trying to arrange my next visit. Do you mind my asking you again what your current estimate for the next release is?

Sure. We are currently working on version 6.9 and we hope to make it available (at least for beta) in the first half of December, or even a bit earlier. Among other improvements this version is going to introduce 2-factor authentication.

Hello Nijel,

No problem ) I'm glad to hear you figured out the problem. Feel free to post here or submit a ticket whenever you need any assistance.

Hi Ralph,

Right now with the host on version 6.6.07 I verified on a test machine that the cached files are replaced for each successive print to the virtual printer. However, after restarting the Remote Utilities Host service the files were still in the common folder. The same with rebooting the computer - files are still present after reboot.

We will definitely check that. Perhaps I just misunderstood what my colleagues said so I will double check if we are on the same page regarding this issue.

As for the printing feature, you can indeed disable the driver when you deploy your Hosts. Should you ever need it on a specific Host, just enable/install the driver in the Host settings (or through remote settings for that matter).

Thank you for the kind words. We will do our best to make the program even better :)

I don't suppose the cache ever clears out automatically, or any way to set it not the keep those files?

Actually, it does clear automatically either upon next restart of the Host service, or next use of remote printing feature, whichever comes first.

You can see that for yourself. On the Host computer open the folder and leave it open on the desktop. Then try to print to Remote Utilities printer from an application, like a Notepad for example. You will see that with each remote printing attempt the old files will be replaced with new ones in that folder.

If I want to remove the printer from all computers on our network is the best way to push out a new msi package with the option to install the printer unchecked?

Yes. When configuring your Host, make sure that  you select "Pre-configure Host settings, do not change security settings" option in Step 4 of the configurator. This will ensure that you retain connectivity with the Hosts after the update.  

If you only need to update few Hosts, you can do so without updating/re-installing the Host. Use the uninstall printer driver button in the Host options. You can do so either manually on each Host or remotely via the Remote Settings command.

Let me know if you have other questions.

Hi Ralph,

Cached files are located here C:\Program Files (x86)\Remote Utilities - Host\Printer\Common\

Hope that helps.

Hello Ralph,

Thank you for your question.

So what does happen in this case - are they just gone (hopefully) or are they waiting somewhere for someone to remote in to the computer at which time they will print out on the viewer's default printer?

They are gone because it is only during an active Full Control or View session that the Host print request will reach the Viewer PC. There is no "postponed" request.

I have also asked our development if the print file is saved or cached somewhere temporarily on the Host PC. Once I get a reply from them I'll update this thread.

Don't hesitate to ask me if you have other questions.