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Disconnect from Viewer side

Conrad Sallian, Administrator (Posts: 1928)

Aug 31, 2014 2:07:24 pm EDT

Hello Alice,

Thank you for your message.

The log on/log off feature acts like the stand-by mode on a TV set. That is, you can "log on" to the remote PC meaning that you keep the connection alive while not using any specific connection mode.

When you are in the Full Control mode (or any other mode for that matter), by clicking on the X button in the mode window, you close that specific connection mode. But you are still being "logged on" to the remote computer. In order to disconnect completely, just click "Log off" either on the Viewer toolbar or in the context menu of the target remote connection in your address book.

You can also use the Log Off command right away in which case all open connection modes will automatically close.  

Hope that helps. Don't hesitate to ask if you have any questions.

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Internet ID Servers Down?

Conrad Sallian, Administrator (Posts: 1928)

Aug 19, 2014 4:35:19 pm EDT

It was perhaps an issue with that single Host. Just in case, here's the KB article that lists possible causes for an ID connection not working: http://www.remoteutilities.com/support/kb/206/

Don't hesitate to request assistance if you ever have any issues. Thanks.

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Internet ID Servers Down?

Conrad Sallian, Administrator (Posts: 1928)

Aug 19, 2014 10:24:13 am EDT

Colin,

Do you receive a password prompt?

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Decommisioning Old PC's - Forgot to unregister RU client

Conrad Sallian, Administrator (Posts: 1928)

Aug 19, 2014 5:07:58 am EDT

Mark D wrote:
My one shows ok. This just shows total used.  If however I have decommissioned say x3, how does the licence know this i.e. that they are no longer used and return the X3 to my count?  There is nowhere that shows the PC's that it is installed on?

Perhaps I am missing the obvious (apologies for this if this is the case)?

The mechanism is simple. The License Key Storage counter retrieves data from the address book records in your Viewer, provided that you logged into the remote PCs in question at least once.

There is no central activation server or something.

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Internet ID Servers Down?

Conrad Sallian, Administrator (Posts: 1928)

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: 1928)

Aug 19, 2014 4:57:25 am EDT

Mark,

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: 1928)

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: 1928)

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: 1928)

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: 1928)

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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