Conrad Sallian's community posts

Hello Mike,

Currently on viewer 6.3.0.2 trying to push out a 6.2.0.1 MSI.

This looks like a version mismatch. The Viewer checks the Host's installer version against its own version before the update.

It is highly recommended that you first upgrade the Viewer to the most recent version (6.3.0.6) and then upgrade your Hosts to the same version. Having different versions of Viewer and Host can result in unpredictable behavior and issues hard to diagnose.

Hello Salam,

Nothing special. RU is fully compatible with Windows 10.

Did you try to re-install the Host on the Win 10 machine?

Hello George,

If your program settings etc. remain the same, then it's only logical that the connection is affected by something happening elsewhere, namely the network.

In many cases it's idiosyncrasies in the work of the router. How long ago did you reboot the router on the Hosts side?

Hello AMG,

Thank you for the kind words. Yes, we do our best to update the mobile version as soon as possible to fix the iOS 8 issue. Meanwhile, if you are using iOS 9, the app should be working ok. Please, let us know if you have any issues.

Hello Jack,

You can also switch to each individual monitor using an icon on the toolbar in the Full Control mode.

Another way to work with two monitors can be as follows:

1. Create two identical connections (for the same remote PC) in your address book.

2. Open the first connection in the Full Control mode and select the first monitor from the drop down monitor selector on the toolbar.

3. Open the second connection in the Full Control mode and select the second monitor. This is necessary for the program to memorize which monitor you select for which connection.

4. Then you can open both connections on two different tabs and quickly switch between them.

Hope that helps.

Hi Jack,

I see what you mean. But signing the modified installers with a signature will only be possible after we provide an online configurator. Until then, we cannot provide such a feature because it can be easily tampered with and our signature may be compromised.

For me personally, I don't care. Remote users, however, are not as willing to do this because if Windows says it is dangerous, then they question it.

If you are telling users to install something on their PC, then they trust you. You can simply tell them that this is a standard Windows warning and that they don't have to worry. Then ask them to accept file download/installation, whatever is the case.

But as I said, we will be making Agent/Host more flexible in the future, namely provide the option to convert Agent into Host.

Hello Jack,

There is no zooming function available in Remote Utilities, but it makes a good feature suggestion. We will think about how if it's possible to implement it and how to do that better.

Thank you.

Hello Neal,

I'm glad to hear it worked out for you.

Are there any downsides to this legacy capture mode?

Not at all. As the name implies, this option was added for compatibility with other Windows capturing mechanisms. This is  a simplified explanation though, so to say. Most users only care about the end result, which in this case is triggered by a single check box. All that is needed. :)

Hello Jack,

Could you please tell me the Windows version and the IE version so that we check it out. We normally keep track of all a/v false positives and quickly contact the vendors asking them to remove false detections.

Note, however, that programs especially browsers can warn about an unsigned file and this is normal. But the signature is not always the only factor - a few months ago Chrome was blocking Remote Utilities downloads on our website, despite the fact that all the files were signed with a brand new digital signature from a respectful provider (DigiCert). So the lack of a digital signature does not necessarily mean that the file is prone to be blocked by browsers or OS.

In the future we are planning to provide the signing to our customers, or make an online MSI configurator that automatically signs the output file.

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

Hello Jack,

Thank you for your message. First, let me tell you that in the near future we plan to introduce the feature that "converts" the Agent to a Host. That will make such scenario easier.

Still, even using the current version, everything can be simplified. Instead of running the Agent, then connecting through it and installing the Host etc. you can prepare a one-click Host installer in the MSI configurator and have the remote user run it. In the MSI configurator enable "Generate ID and send it via email" option to grab the ID of the remote PC.

Note that in many cases the only reason why customers use Agent is that it's a pure attended support tool. However, you can make the Host work as an attended-only tool as well if you need. Just enable the Ask user permission feature in the Host settings.

Hope that helps.