Conrad Sallian's community posts

Problem after upgrading to 7.1.1 viewer and 3.2 server

Conrad Sallian, Support (Posts: 2953)

Jan 07, 2022 10:10:42 am EST

Hi Rob,

I have responded via the ticket.

You computer has been connected in a remote session...

Conrad Sallian, Support (Posts: 2953)

Jan 06, 2022 6:35:22 pm EST

Hi John,

This is a wrong place to apply a license key. The license key (the file format key.rlicense) must be added to Help -> License key storage. Here is a registration guide.

I'll ask our sales to send you the key file. Perhaps, the email message from Paypro didn't reach your inbox.

Thanks.

You computer has been connected in a remote session...

Conrad Sallian, Support (Posts: 2953)

Jan 06, 2022 4:48:17 pm EST

Hi John,

It should be immediately once the order has been processed (delivered electronically to your email address).

I checked our recent orders and I can see that your order has been processed, and a license key has been sent to you. It should come from PayProGlobal (payproglobal.com) , our payment processing provider.

If you didn't receive your key, please let me know and I will manually send it to you via email.

Thanks.

You computer has been connected in a remote session...

Conrad Sallian, Support (Posts: 2953)

Jan 06, 2022 1:54:30 pm EST

Hi Bob,

The terms "remote computer" and "endpoint" are interchangeable.

Also, I see you keep the servers going for previous paid versions so I'm just wondering how far back this goes? Does v5 or v4 etc. still work with your Internet ID servers?

Yes, we keep the servers for previous paid versions. There are no plans to stop them so far.

Thanks for the kind words!

viewer keeps resetting to trial

Conrad Sallian, Support (Posts: 2953)

Jan 06, 2022 1:45:25 pm EST

Hello Neal,

Remote Utilities configuration and address book files are located here by default:

%AppData%\Roaming\Remote Utilities Files

Perhaps, some software (e.g. a "registry cleaner" or antivirus software) or security policy wipes the contents of this folder every time. You should make sure that you add this folder to the exceptions list in that software.

Hope that helps.

Video Hook Drivers

Conrad Sallian, Support (Posts: 2953)

Jan 06, 2022 1:42:41 pm EST

Hi Matthew,

Some programs that you mention employ automatic performance adjustment depending on the network speed and the remote CPU load. So the image can be optimized even though it's not immediately visible to the eye.

Unfortunately, Remote utilities lacks such ability so far so you should manually tweak performance settings. They are listed in this KB article https://www.remoteutilities.com/support/kb/slow-remote-connection-speed-performance/ . Specifically, the color depth, economode and visual effects.

Hope that helps.

Viewer Update problem

Conrad Sallian, Support (Posts: 2953)

Jan 06, 2022 1:16:07 pm EST

Hi Werner,

You are very welcome :) Thank you for your support.

Viewer Update problem

Conrad Sallian, Support (Posts: 2953)

Jan 06, 2022 10:05:08 am EST

By the way, as an emergency you can always use the portable Viewer. This Viewer is self-contained and will work regardless of whether there is a Viewer installation on that machine.

Viewer Update problem

Conrad Sallian, Support (Posts: 2953)

Jan 06, 2022 10:03:10 am EST

Hello,

To completely uninstall Viewer please follow this guide. Before you clean up the %APPDATA% folder though note that the connections_4.xml file is your general address book. You might want to back it up before proceeding.  

In addition, remove the folder C:\ProgramData\Remote Utilities . Note that the ProgramData folder is hidden - you must enable "Hidden files and folders" in Windows.

Viewer leaves no traces in Windows registry, so no need to clean it.

If all else fails use this secret weapon from Microsoft

Hope that helps.

You computer has been connected in a remote session...

Conrad Sallian, Support (Posts: 2953)

Jan 05, 2022 7:40:50 pm EST

We implemented this alert message because there was no obstacle whatsoever for malware actors to use the product for their nefarious deeds.

I mean unaltered (out-of-the-box) product, of course. Because a modified/cracked product is a totally different thing, which can be recognized and eradicated even by the modern antivirus software programs (sarcasm).
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