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Viewer no longer working/connecting

Conrad, Administrator (Posts: 1573)

Sep 21, 2016 3:08:03 pm EDT

Hello Chris,

You need to make sure your Host is running and connected to the intermediary server (a persistent blue dot on its icon).

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Viewer no longer working/connecting

Conrad, Administrator (Posts: 1573)

Sep 21, 2016 11:35:00 am EDT

Hi Kerry,

Currently trying the beta of remote to see if it is fixed.

Yes, it is fixed. Starting the 6.5 beta the Host registry key now resides in the proper part of the Windows registry - the SOFTWARE key rather than the SYSTEM key.

For older versions we offer a solution here https://www.remoteutilities.com/support/docs/windows-10-upgrade-issue/

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Company wide deployment

Conrad, Administrator (Posts: 1573)

Sep 21, 2016 7:30:33 am EDT

Hello Pasan,

1.Is it possible to deploy the client with predefined username/password for remote access? As manually adding each host by hand based on emails is pretty time consuming.

You can pre-define usernames and passwords when configuring the Host installer in the MSI Configurator - this has been available in previous versions too.

However, in the recent update (6.5 beta 2) Hosts that register at your RU Server can now be automatically added to your address book that you sync through that server. You just need to designate a certain address book folder as your "Inbox" where to put new connections.



You can move connections from the inbox folder to other folders in the address book. So long as you don't delete them from your address book, duplication won't occur. I.e. the same Host won't be added twice if it already exists somewhere in your address book.

2.How does active directory authentication work? Will it still work if the client is on the internet and doesn’t have access to the AD to authenticate?

No, it only works when the client (Viewer) is in the domain. For accessing the same computers over the Internet you can use the Internet-ID connection - but first you need to enable that in the Host settings (right click on the Host icon, select "Internet ID connection settings" -> "Get new ID").

3.We use BGInfo to display computer details on the desktop of users. Can we configure it to display the internet ID on the dektop?

I'm not sure we have that sort of integration. However, we have plans to create a more informative notification panel in subsequent updates.

4.Is there a better way to manage a large deployment? With centralized accounts to connect to the hosts ?

This is what our recent 6.5 beta update is all about. RU Server is now completely different from what it used to be. It allows you to create users and groups and manage who accesses what in synced address books. See this solution page.

There is also another new feature, soon to be added to the solution page above. It is called "server sync security". When enabled techs can connect to remote Hosts automatically without entering their password, provided they have already signed in their Viewer. So this works similar to how AD authentication works - only for this to work you don't need a domain.  



It's the "server sync security" feature that makes centralized Host management through RU Server complete. For example, now if your employee leaves your company you can easily block their access to all Hosts by simply deleting their account in your RU Server console.

The features mentioned above are new and only available in beta 2. We are going to roll out the final release in a while. The documentation for the new features will be available by the release time but we'll provide interim documentation soon.

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RU Server - reconnect

Conrad, Administrator (Posts: 1573)

Sep 20, 2016 6:19:55 pm EDT

Hello Rogier,

Just to clarify - by reconnecting here do you mean connecting from server Administrator Console to the server service?

UPD: yes, it looks like that's what you meant. I managed to open the image link that you posted and it shows Administrator Console screenshot.

I will forward your suggestions to our team and we'll see what we can do.

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Viewer no longer working/connecting

Conrad, Administrator (Posts: 1573)

Sep 20, 2016 6:06:30 pm EDT

Hi Chris,

Ok, thanks. We'll continue through email as remote assistance may be needed.

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Viewer no longer working/connecting

Conrad, Administrator (Posts: 1573)

Sep 20, 2016 4:58:08 am EDT

Hello Chris,

Thank you for your message.

Before you install the latest beta (beta 2) please try complete un-install first, i.e. that also includes wiping out RU files in %APP DATA% folder. The uninstallation process is described here https://www.remoteutilities.com/support/docs/installing-and-uninstalling/#uninstall-viewer

You can send us the file config_4.xml from that folder before you delete it. This is a Viewer configuration file, it doesn't contain any access data etc. We could peruse the file to see if it sheds any light on the issue. Feel free to send it to support@remote-utilities.com.

Thanks.

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RU Server - reconnect

Conrad, Administrator (Posts: 1573)

Sep 19, 2016 11:41:25 am EDT

Hello Rogier,

Thank you for your message.

Not sure what you mean by connect or reconnect with respect to the RU Server's service, but if you mean just restarting the service, you can do so using stop and start command line parameters https://www.remoteutilities.com/support/docs/ru-server-command-line-parameters/ .

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[ Closed ] Version 6.5 BETA

Conrad, Administrator (Posts: 1573)

Sep 19, 2016 11:30:35 am EDT

Hello Bart,

Task Manager works OK (i.e.with scrollbars) in Windows 10 + Anniversary upgrade also. Can we have a remote session - connect to your Viewer PC and see if we can figure out why. Let me know via support@remote-utilities.com

Yup, exactly. It's a Dell Inspiron 5759.

Ok, we'll check it out.

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[ Closed ] Version 6.5 BETA

Conrad, Administrator (Posts: 1573)

Sep 18, 2016 7:52:23 am EDT

Hello Bart,

Both Win10 machines still do not show the scroll bar in Task Manager tool. The Win7 machine does show the scroll bar, so this may be a Win10 issue specifically. Both Win10 machines have the Anniversary Update installed.

Thanks for the details. We'll make sure the Anniversary Update is installed during testing and see if we can reproduce the issue. Perhaps, it wasn't installed on the test machine that was used.

During the upgrade of the Host app on the Win10 laptop, I enabled the Monitor driver during install and this somehow disabled my ability to dim the screen brightness on the laptop.

You mean you couldn't set the brightness using "hardware" buttons on the laptop? Could you tell the laptop brand/model?

I ended up removing the Host app altogether, rebooting and re-installing it, skipping the Monitor driver part, and everything finally worked fine.

Since the monitor driver was added in this very update, some issues are possible, sorry for that. We'll be testing them and fix the driver code when necessary.

Adding the driver itself was necessary for the proper work of the "blank remote screen" feature on Windows 8/10. Without that driver installed the feature won't work properly. So if you don't use that feature you don't actually have to install the driver.

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RDP issues

Conrad, Administrator (Posts: 1573)

Sep 18, 2016 5:41:22 am EDT

Hi Bart,

Glad to hear you have the issue resolved. Let me know if they will pop up again. Thanks.

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