The reason why this happens is that the Host settings are located in the HKEY_LOCAL_MACHINE/SYSTEM/Remote Utilities key and when Windows upgrades, it resets the SYSTEM registry key values. That is why the Host settings are reset including the Internet-ID and access password.
In the upcoming 6.5 update we will change the location for the Host settings and move them into HKEY_LOCAL_MACHINE/Software key instead. So starting version 6.5 this issue will be no more.
Currently, a solution could be exporting the HKEY_LOCAL_MACHINE/SYSTEM/Remote Utilities key and after Windows has been upgraded, importing it back into the registry.
Thank you for your commitment. But however we are interested in more sales, we cannot give promises that might not fulfill due to any unexpected delays or circumstances. We can only say that we are planning to implement a certain feature possibly within a certain time frame, but cannot give more exact information. Sorry for that.
Don't hesitate to ask me if you have other questions.
Thank you for your message. You mean the Viewer module, correct?
In the main Viewer window click Tools -> Options and navigate to the Tray tab. On the tab select Minimize to tray icon checkbox and click OK. You can optionally set the click behavior (invoke the Viewer window by single or double click on the icon):
The fact that Viewer asks for password means that connectivity is ok, and you only need to log in/authorize on the remote Host. However, what login (if any) and password you need to enter depends on what you chose in your Host settings as the authorization method.
Namely, the default authorization method is "Remote Utilities security" single password authorization. When you were installing the Host you should have received a password creation prompt window:
This is where you set the single (master) Host password. Then when you connect to the freshly installed Host the Viewer will ask you for that password in order to let you in.
In addition to single-password security there are more advanced types, namely Users and Access Control and WinNT security. The single password and users and access control (jointly known as "Remote Utilities security") on the one hand and WinNT security on the other hand are mutually exclusive, at least in the current version. Perhaps in the upcoming release we will let the users enable them both simultaneously and thus be able to login in different ways without changing the Host settings first.
To summarize, if you have "Remote Utilities Security" selected as the authorization method in your Host security settings, you need to either enter your single-password, or login and password IF you enabled "Users and Access Control".
If you enabled WinNT security authorization method, then you must enter your Windows credentials, and the password prompt window looks differently in this case.
Hope that helps. Let me know if you have any questions.
1. Do you have a chance to see what is happening on the physical remote monitor screen at this moment?
2. Looks like you have some sort of insufficient rights or maybe your Host was not installed properly. You can try to completely uninstall Host (make sure you also delete the registry entry with its settings) and install from scratch. When installing make sure you are a full administrator. Also, if you have any antivirus software installed add Remote Utilities Host installation path to antivirus software exceptions.
3. We have "per operator" and "per remote PC" licenses. The word user is used interchangeably with "operator" and "technician". It is someone who sits on the Viewer side and actually uses the software for the purpose it was designed.
Sometimes, if we need to distinguish between user-operator and the user sitting at the remote side during an attended session, we simply say "remote user".
One last thing. Do we have to renew licence yearly or is it really lifetime?
You pay for your main license once. You receive free minor updates and one year of free major upgrades. You can use your current software version forever, but if you want , you can upgrade it in a few years at a fraction of the cost. There are no mandatory upgrades - you only upgrade if you yourself decide so. Here is our Upgrade Policy.