Community

Kaspersky Detection

Conrad, Support (Posts: 2338)

Sep 27, 2018 7:28:07 pm EDT

Hi Nick,

We already sent a report to Microsoft and they said that they fixed it. Could you please try updating your Windows Defender signature bases and see if the issue persists.

Thanks.

Version 6.9 Beta - main discussion

Conrad, Support (Posts: 2338)

Sep 27, 2018 8:03:29 am EDT

AnrDaemon wrote:

Another ancient viewer bug that is still present in b2:

After using the connection menu (f.e. after "Send Ctrl+Alt+Del"), the focus is not set back to the remote.
You have to explicitly click the remote screen to be able to enter account password.

Thanks! We'll check that.

Version 6.9 Beta - main discussion

Conrad, Support (Posts: 2338)

Sep 27, 2018 7:56:19 am EDT

Hi , AnrDaemon

Do you seriously expect that your viewer will be only used with same version host? Don't make that mistake. Viewer should be as much backward compatible as reasonable possible.

It is backward compatible enough to update the Host as soon as possible. But we cannot guarantee 100% compatibility when there is version mismatch simply because new features implemented in the newer version are not available in older Hosts (we cannot travel into the past and inject them in that host :) ).

If it is not possible to update the Hosts in reasonable time it is recommended to stay with the current Viewer then. It doesn't make sense to update Viewer only.

Regarding this specific issue - if you cannot update the Hosts then you should roll back to your Viewer 6.8 and try to reproduce the issue. We cannot troubleshoot this problem if there is version mismatch because we cannot know why it happens - that is whether there a "stand-alone" bug or it's an issue caused by version mismatch.

Thanks!

(self-hosted ID server) Computer goes offline when I log on

Conrad, Support (Posts: 2338)

Sep 27, 2018 3:39:52 am EDT

chk out wrote:

I am using a 64bit Windows 10 OS and I am constantly getting disconnected as well.
I am seeing online this is a common problem with your application, and has been for quite awhile, is there any plans for fix this, or to help use determine what needs to be done to stop these disconnects? I really like your product, however, I would not even entertain the idea of purchasing it when the time comes that I get over 10 clients. Unfortunately, I would have to go with "the other guy"

Hello,

We received the log, thank you. However, the log shows connection attempts to our public server (id.remoteutilities.com) rather than any self-hosted server address. This discussion is about self-hosted server.

Still, even if you use the public server I can see that the Host has issues connecting to the server. There is socket error #11004. Here is from Microsoft site:

WSANO_DATA
11004
Valid name, no data record of requested type.
The requested name is valid and was found in the database, but it does not have the correct associated data being resolved for. The usual example for this is a host name-to-address translation attempt (using gethostbyname or WSAAsyncGetHostByName) which uses the DNS (Domain Name Server). An MX record is returned but no A record—indicating the host itself exists, but is not directly reachable.
https://msdn.microsoft.com/en-us/library/windows/desktop/ms740668(v=vs.85).aspx

Please, check that the dns name of the server is resolved properly on the Host computer. I recommend flushing the dns cache and also check your network settings, e.g. set Google DNS servers instead of your ISPs in your TCP/IP properties.

Hope that helps.

Surface Pro 3, Win 10, Properties for Color and CPU cut off

Conrad, Support (Posts: 2338)

Sep 26, 2018 2:08:50 pm EDT

Hi Greg,

No problem. I'm glad you figured out the issue.  

Feel free to post in the community if you ever need assistance with RU.

Thanks.

(self-hosted ID server) Computer goes offline when I log on

Conrad, Support (Posts: 2338)

Sep 26, 2018 2:07:34 pm EDT

chk out wrote:

I am seeing online this is a common problem with your application, and has been for quite awhile, is there any plans for fix this, or to help use determine what needs to be done to stop these disconnects? I really like your product, however, I would not even entertain the idea of purchasing it when the time comes that I get over 10 clients. Unfortunately, I would have to go with "the other guy"

Hello,

In order to find the reason why disconnects occur we need to examine the logs, mainly the Host log. Could you please send it to support@remoteutilities.com .

Also, RU version 6.9 beta 2 and Server 2.7 beta 2 are available for download. If you can, please update and let us know if the issue persists. Not that if you decide updating you should update all modules, not just the Viewer or server.

Thanks!

Version 6.9 Beta - main discussion

Conrad, Support (Posts: 2338)

Sep 26, 2018 2:01:53 pm EDT

Hello,

AnrDaemon wrote:

I've been having RU Viewer beta 1 throwing runtime exceptions as of late, when connected to 6.8 hosts.
But now that's beta 2 is out, I'll wait a few days to see if this issue persist with.

You should update the Hosts too. There were significant changes in the authorization system in version 6.9 as compared with 6.8.

BTW, any plans to release UNIX(Linux) version of RU server?

We have this on our wish list.

BTW, this happened while trying to login to the system in a domain, whose controller is offline, if that matters.

Not sure if that is the cause but if you can reproduce this 100% of time please let us know. However, please make sure that Viewer and Host are the same version, otherwise testing won't make sense.

Thanks.

Any issues upgrading from 6.5 to 6.8?

Conrad, Support (Posts: 2338)

Sep 26, 2018 11:17:05 am EDT

Hello,

Thank you for your message.

The only "issue" (well, actually just a lack of a feature) is that you cannot use "Simple update" to update your Hosts remotely once you updated the Viewer because this feature was implemented starting version 6.6. Otherwise, the update process should be ok.

Any particular instructions in performing the upgrade on the Hosts other than the 'check for updates' option? Loosing connectivity is not an option to most based on location and timing of accessibility. All Hosts are running either Win7 or Win10. Thanks

A rule of thumb when remotely updating your Hosts is that you update the Hosts  in small groups and keep control over the process. First, you upgrade the Viewer, then you upgrade one or two Hosts to test the procedure and see if there are any adjustments you should make to your process, and then proceed with updating the rest of the Hosts (every 10-20 Hosts at a time).

That said I highly recommend that you wait another two weeks and update to version 6.9 when we release it. There were quite a few important changes as compared with version 6.8, see the release notes as well as the recent posts in our blog.

Let me know if you have any questions.

(self-hosted ID server) Computer goes offline when I log on

Conrad, Support (Posts: 2338)

Sep 26, 2018 5:55:57 am EDT

Igor wrote:

InternetIdService.exe in 2.7 beta is an AMD64 image.
My "server" is Windows XP SP3 x86

Hi Igor,

Unfortunately, the new version of server only runs on 64-bit systems. Sorry for that.

Shared secret not working?

Conrad, Support (Posts: 2338)

Sep 26, 2018 5:00:32 am EDT

Hi Paul,

Having said that, it seems rather backwards to me. I can think of all kinds of bad things happening if a rogue viewer (controller) connects to a given host, but I have a hard time picturing the same type of concern that I've connected to the wrong host.

I see. And yet, the host identity mechanism as it can be seen in version 6.8 and earlier was to prevent just that - unauthorized replacement of the Host with a rogue/patched copy.

Perhaps I could add this 'shared secret VIEWER verification' option as a feature request. This way I could honestly tell clients/customers that no other RUT viewer can get to their computer. That their host would speak to ONLY MY viewer. The current implementation (and the certificate based scheme in the beta version) does not offer that assurance.

The new PIN-code system in the beta 2 may fit for this purpose, although you must be using the self-hosted server in order for it to work. See more information in this blog post https://www.remoteutilities.com/about/blog/Remote_Utilities/6.9-beta-2/ . We will still note down your suggestion though.
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