Conrad Sallian's community posts

Hello Linda,

We do our best to help as fast as we possibly can. However, this specific issue isn't a fault of Remote Utilities. It is an issue with WatchGuard Firewall/Firebox erroneously blocking our legitimate service (as reported by several different users/customers already).

Moreover, judging by a yesterday's tweet addressed to WatchGuard Remote Utilities isn't the only service that was affected.

We recommend that you as WatchGuard customers contact them too and ask for this issue to be resolved as quickly as possible.

Hello Michael,

Thank you for your message.

We have hundreds of thousands of users that utilize the Internet-ID connection. 3-4 reports do not make the problem systemic - otherwise this community forum would have been flooded by tens and hundreds of messages and that we cannot observe. There are numerous external reasons why an Internet-ID connection may not properly work at a given time and place.

Only logs can tell for sure what is happening. Therefore we kindly ask you send us your Host logs to support@remote-utilities.com for our examination.

Thank you.

Hello Greg,

Thank you for the kind words.

Your connection logs, especially the logs from the Host side would help diagnose the issue in this specific case. Feel free to send the logs to support@remote-utilities.com.

Hello Rob,

Thank you for your questions.

There is no such setting per se, i.e. the Host is supposed to be online provided there are no issues or factors that would prevent it from doing so (either on the Host side or Viewer side). If ALL of your Hosts are not shown as online in Viewer perhaps the issue is on the Viewer side which cannot connect to our intermediary server for some reason (or your self-hosted server if you use one).

This Internet-ID connection troubleshooting guide can help you figure out where the problem might be https://www.remoteutilities.com/support/kb/cannot-connect-using-internet-id-connection/ .

Feel free to submit a support ticket if the issue still persists.

Hi Rob,

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

Hi Rob,

Thank you for your suggestion. May I ask, if you mean some sort of a magnifying glass feature?

Hello Gururek,

Thank you for your message.

Did you also update the Viewer?

Hello Rob,

Unfortunately, updating a custom installer actually means creating a new installer, there is no way to "inject" updated program files into a ready build.

When it comes to updating Hosts it may be split into two tasks:

1. Creating a new installer for new customers.
2. Updating existing customers' Hosts.

The task #2 should be done with the vanilla installer (or using the Simple update feature) because in this case your remote Host settings including authorization and connectivity data will remain intact, only the program files are updated. If you still decide to use a custom installer for updating remote Hosts you should proceed with caution and carefully pick during configuration which settings you want to update. See About MSI Configurator page for more information on steps 3 and 4 of the configurator.  

In one of the upcoming updates we will implement saving/exporting configurator settings to a file so that you could quickly load your previous choices.

Thanks.

Hello Rob,

Yes, they are the big guys, that's why antivirus software companies will never dare to say a word even if these guys decide to distrubute trojans all of a sudden :)

Anyway, we will be revamping Agent window, notification window and this warning message soon, combining them into one, more flexible and usable.

Thank you for your support.

Hello,

Rebooting the remote computer won't work. This message was designed to prevent the use of software for malicious purposes out-of-the-box. It's one thing when a potential hacker patches or otherwise unlawfully modifies the product to be able to silently connect to a victim, and it's an entirely different thing when they can do that with the stock version.

Still, reading your messages I can understand that we may reconsider at the least the position of this message on the screen. It may make sense to move it upwards a bit, halfway the screen along the right edge and make it a bit smaller and less intrusive, yet visible. Would that work for you?

It requires elevated permissions to install, so I think its counter productive and not going to accomplish their goal of preventing malicious installs. If you already have admin rights, the app can be installed manually or with other apps like autohotkey answering automatically. I

Some users may disable UAC at all and may click on a malicious link in an email message and voila - the Host is silently installed on the computer.

Anyway, we will give more thought to this issue now and see if we can come up with a better solution.