Conrad Sallian's community posts

Hello Mike,

Thank you for your post.

Actually, you do not need the old installer. This is an issue with MSI temporary files. You just to clear fix program uninstall. Microsoft offers a free fixing tool for that:

https://support.microsoft.com/en-us/help/17588/fix-problems-that-block-programs-from-being-installed-or-removed

After you fixed the problem you can try installing the latest Viewer.

Let us know if it works for you. Thanks.

Hello Chad,

Thank you for your post.

The task manager shows that the admin console is running. It should be in the system tray, perhaps hidden by the expanding arrow. Could you please check that?

If you see the server icon (a black and yellow monitor + mouse) , single-click on it to bring up the Admin Console window.

This thread is devoted to version 6.8 and a new MSI Configurator with the option to digitally sign your custom builds. To learn more about this update please read this blog post.

Your questions as well as general feedback are welcome.

Great! I'm glad to hear you resolved the issue.

Let me know if you need further assistance. Thanks!

Hi Michael,

Excellent! Let us know if you need any other assistance.

Thanks.

Hi Rod,

Also, please try enabling "Use legacy capture mode" in the Host settings. Sometimes it helps override this problem.

Thanks.

Hello Michael,

Thank you for your post.

When I try to login to my hosts via a Windows 10 PC (with RU 6.7.0.2) an on-line host immediately goes off-line/unknown.

This should be temporary , only for a second or two when the Viewer tries to connect. If connection is successful, the connection thumbnail converts to the Logged on status. More about connection statuses.

As well I am usually repeatedly prompted for username and password despite entering them correctly.

If you repeatedly receive a password prompt this can mean either (or both) of the following:

- The typed in password is incorrect
- The password is not set on the Host side

In either case you need to re-set your password. Right-click on the Host icon in the system tray, select Settings for Host, then Security. In the security dialog click Change password, enter a new password and confirm it and close the settings windows.  

Hope that helps.

Hello Rod,

Thank you for your message.

The black screen issue may be caused by different reasons by usually it's either "Host restart required" (after the installation, that is) or graphics card/drivers issue in which case the driver should be updated.

Solutions listed on this troubleshooting page can also help. Let us know if you manage to get rid of this issue.

Thanks.

Hello Mohammed,

Thank you for your message.

Host listening port (5650 by default) isn't used by Internet-ID connection. It is only used for direct connection. Anyway, please check out this troubleshooting guide.  

If that doesn't help, please let us know. Thanks.

Hello Mark,

Is this OK; that is, is he telling me the correct ID?

Yes, the 12-digit IDs are now the current format. However, 9-digit IDs are also supported for backward compatibility. That is, you can still connect to older Host installations from newly updated Viewer.

Just realized that the "Check for Updates" button on my current version doesn't work! So manually downloaded and installed new version.

Automatic download of an update file was implemented only recently. That's why it's not available in version 6.3 and earlier.

P.S. We try to improve update-related features with each release. Now you can automatically update both Viewer and Hosts, meaning that you just need to click a button and the program will do the rest. This tutorial explains how, see "Updating Viewer Method 1" and "Updating Hosts Method 1".

Note that the word "automatic" here doesn't mean that the program updates on its own without the user's consent. It is the user who makes a decision and initiates the update process.