Closed Laptop Lid Prevents Use

Conrad, Support (Posts: 2338)

Aug 21, 2018 11:27:40 am EDT

Hello Nick,

Just wanted to ask if you can still see /refresh remote screen previews on the thumbnails in the Viewer address book even if you close the remote computer lid?

Norton always blocks

Conrad, Support (Posts: 2338)

Aug 21, 2018 4:24:16 am EDT

Hello Max,

They cannot use the Viewer to connect outside their home to their office. I'd expect them to block the host, but the viewer?! Jeepers.

The Viewer installer contains some modules of the Host (namely, rutserv.exe) for the MSI Configuration to work, specifically the "legacy" mode of the configuration (files are not needed for the "online" configuration option). That's why some antivirus software may falsely mark Viewer as dangerous. However, by extension they also mark rutview.exe which doesn't make any sense.

However, I'm trying to remotely help someone over the phone, she says she disabled both and still same result, "double clicking or selecting Full Control doesn't connect to server or give any errors or popups".

The feedback is on the connection icon/icons in the address book. If connection isn't possible, the icons will be in offline state.

Could there be a way to detect when the Viewer is being blocked from making any outbound connections?

Unfortunately, Viewer doesn't specifically monitor its own Internet access. However, in the future we were planning to add some basic diagnostics/monitoring features so that regular users could easily tell where the problem is.

ask user permission disabled for some modes

Conrad, Support (Posts: 2338)

Aug 20, 2018 7:36:27 am EDT

Hello Marc,

Thank you for your suggestion. We will add it to our wish list.

delete and add endpoints to stay within limit?

Conrad, Support (Posts: 2338)

Aug 20, 2018 3:07:03 am EDT

Hello Peter,

Yes, you can delete the endpoints ("connections") you no longer need in your address book and free up space for new endpoints.

Let me know if you have other questions.

set up port fowarding

Conrad, Support (Posts: 2338)

Aug 19, 2018 4:42:30 am EDT

Hello Wanda,

Thank you for your message.

But another colleage in another state, can not direct connect. Am I assuming wrong, that if I can get through, they can?

Additional setup may be required for being able to connect over the Internet. Specifically, you need to access the router settings on the Host side and set up a port forwarding rule. That is, to forward incoming requests at port 5650 to the computer where the Host is installed.

This knowledge base article can provide guidance. Another article on making server accessible can also help understand port forwarding.

Hope that helps.

Inventory Database

Conrad, Support (Posts: 2338)

Aug 17, 2018 2:04:33 am EDT

Hi Nick,

Yes, you are absolutely right. This has been requested and we are planning to implement this at some point in the future.

Enter, Shift, Ctrl and Alt keys not working on connections

Conrad, Support (Posts: 2338)

Aug 16, 2018 9:13:45 am EDT

Hi Thomas,

Thank you. We will contact Synergy regarding this matter.

start and stop host will not hide.

Conrad, Support (Posts: 2338)

Aug 16, 2018 9:13:04 am EDT

Hi Shannon,

Actually, you can hide the menu in the Host settings. Here is how it looks like in the Host settings:

In older versions including the current stable version this option is available in Settings for Host -> Options.

Note, however, that if the user is administrator on their machine and you hide the menu, they will still be able to stop the Host. We cannot go against Windows security architecture and prevent full admins from doing whatever they want on their machine.


Check current license usage.

Conrad, Support (Posts: 2338)

Aug 16, 2018 9:09:51 am EDT


Unfortunately, you cannot check how many tech licenses are available at any given moment. However, if there aren't any, the program will show you a warning once you attempt a remote connection.

For example, if you a 2-tech license and there are 2 techs already working with the license, a 3-rd tech will receive a warning message telling them that they are exceeding the number of allowed concurrent techs.

Hope that helps.

Closed Laptop Lid Prevents Use

Conrad, Support (Posts: 2338)

Aug 16, 2018 9:07:19 am EDT

Hello Nick,

We will test this issue and see if we can reproduce it. Thank you.
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