Conrad Sallian's community posts

Hello,

Thank you for your message.

Please, update Viewer and Host to the most recent program version (6.10.3.0 as of this writing).

Also, could you please verify that Pause / Unpause manually is working in your case. Here is a corresponding toolbar menu item:

Hello Peter,

Thank you for your message.

In order to save bandwidth/traffic the session may pause automatically, especially if you minimize the Full Control window. However, it should unpause and get back to normal when you return.

Did you try waiting for a few seconds before closing the Full Control window? What was the result?

Hello Steen,

Thank you for your message. Couple of questions:

1. Do you use the latest version of the program? The latest version as of this writing is 6.10.3.0.

2. What actions produced this result? Can you reproduce this issue again?

Looking forward to your reply.

Hello Ivan,

Our licensing is per concurrent tech. Therefore, with a 1-tech license only one person can work at a time from a Viewer machine. If there are 2 techs who are supposed to work simultaneously, then you'll need a 2-tech license.

Hope that helps.

Hello David,

Thank you for your message.

Host is on a local Domain if that matters.....

If Viewer and Host belong to the same domain/LAN I recommend that you use direct connection. You may also refer to this tutorial.

Would using a big program like Quickbooks on the Host PC tend to create more issues for RU to maintain the connection ?

RU needs CPU resources just as any other product. If your Host CPU is under heavy load all the time then Host performance may deteriorate, yes.

Hope that helps.

Hello Ivan,

The address book size doesn't really matter unless you have hundreds of thousands of Hosts in it really. I recommend that you close the Viewer and delete the Viewer configuration file (config_4.xml) which you may find in the %appdata%\Remote Utilities Files\ folder. This may fix the problem.

Hope that helps.

Hello Nick,

Judging by the rest of the Viewer window the DPI scaling override setting suggested earlier in this topic hasn't been applied. Could you please double check that you follow the advice above regarding using the override option. Feel free to send your screenshots here as well.

Thanks.

Hello Trent,

I'd +1 that suggestion. Would be nice to have a Run Only agent download link right on the home page!

I can explain why we would rather not put direct Agent link right on the home page. Unlike some of our well-known competitors our program consists of distinct separate modules, and isn't all-in-one. Agent is for remote computer only, it doesn't act as Viewer. Therefore new users will be misled by the link thinking that this is the same app both for the tech and for remote user. Instead, as you can see, we just direct them to the download page where we do our best to explain what Viewer and Host are and provide the necessary links.

How quickly/often does the sync happen between the server and viewer? Immediately upon address book update on the server (i.e. the server pushes a notification to the viewer to update), on a timed interval, or only at viewer launch?

The sync happens real time whenever update took place. If the address book was updated on the server, the changes are reflected in Viewer address book immediately, provided that Viewer is being signed in on the Server, of course (it is not or the sync process is broken if you see an exclamation sign on the cloud icon). If Viewer is not signed in then the update will happen immediately once sign-in happens next time.

Hello Allan,

Thank you for your message.

Currently, you cannot directly "convert" Agent to Host - this feature is on our wishlist and will be implemented at some point in the future.

However, you can install Host while being connected through Agent. Here is how:

1. Configure a one-click Host installer using the MSI Configurator. If you want to immediately connect to Host after the installation configure the installer to send you access credentials via email. Here is a sample tutorial on how to configure a one-click installer.

2. Copy the one-click installer onto the remote computer (.e.g via the File Transfer mode).

3. Run the installer on the remote computer. You can use the Execute mode. Note that you might need to run the file with admin privileges, the Execute mode window allows you to enter administrator credentials for the remote computer.

Once the Host installation starts it closes the Agent window/session and Host installs itself. You receive access credentials via email and connect to the remote computer, this time to Host.

Note that you can also re-start Agent with admin privileges if all you need is controlling UAC prompt or installing programs using Agent.