Conrad Sallian's community posts

Hello Tuan,

Thank you for your message.

You need to use Microsoft FixIt tool to fix problems with MSI on that computer. Here is a link https://support.microsoft.com/en-us/help/17588/windows-fix-problems-that-block-programs-being-installed-or-removed

Hello,

Just wanted to add my two cents. Starting version 6.10.8.0 we improved the installation process for the Host (you may have noticed that - there's now .exe Host available and also the installation window changed a bit). The purpose of this improvement was to make sure that the Host service restarts guaranteed after the simple update instead of delegating this task to Windows msi which wasn't always reliable in this respect. So if you are updating from 6.10.8.0 to 6.10.9.0 you are already using the new process (unfortunately, it doesn't work retrospectively, i.e. updating from 6.10.5.0 and earlier to 6.10.9.0 won't trigger this mechanism).

Yet, even with that precaution made there may be situations when Host service may not start due to some reasons, such as a/v software activity or security policy (this is true about Windows Server especially). We cannot control these factors though, unfortunately, and it is up to the user/customer to take them into account.

Thanks.

Hello Rob,

Thank you for your message.

This caution sign means that the Host's version is outdated (i.e. with respect to the Viewer version, not in absolute figures). The information about Host version on the Viewer side is updated the next time you log in on the remote Host from that Viewer. In earlier program versions when you updated the Host and haven't logged in on it yet there may still be a caution sign even if the Host status is Online.

In the future we'll make the program update Hosts' "update statuses" immediately during the online status without the user having to log in on the Hosts. Meanwhile, in the latest RU update (6.10.9.0) we partially resolved this issue so when you run the Simple update process the caution sign disappears right away without waiting for update status confirmation by logging in on the Host.

Let me know if you have other questions.

Hello Rob,

Sorry, just being honest

You are absolutely right here. This is currently the biggest downside of our mobile client. We will do our best to implement a full-fledged address book in the mobile client very soon.

Sorry for the inconvenience.

Hello Edmond,

For now we cannot provide any ETAs yet, but I can only say that this feature is among high priority features for the self-hosted server .

Hello Edmond,

Thank you for your message.

1. I forwarded your suggestion to our developers for review.

2. This has been already in our future plans for the self-hosted server.

Hello,

We recommend that you start the Host using Windows Start menu -> Remote Utilities - Host -> Start Host.

Make sure that you have service state set to "auto" in Host settings:



Finally, you are not supposed to run the Host service manually if that settings is "auto". If the Host service does not start you should find the reason why. Usually it is security/antivirus software activity that may lead to such behavior.

Hope that helps.

Hello Black Frank,

Thank you for your message.

How exactly do you start the Host service?

Hello Max,

We tried to reproduce the issue but without success. Actually, the connections do get listed in the Active tab. Please, note that for connections to consistently show in the Active tab you must be running an active remote session (e.g. Full Control etc.) , not just be logged on.

Another reason for a connection not showing in the Active list can be direct route detection mechanism, that sends the data along a direct route rather than via Internet-ID. This is true if the Host is directly visible from the Viewer (e.g. on the same LAN/VPN) and the Host's listening 5650 port is allowed in firewall settings on the Host machine. A Windows Firewall rule is created automatically during Host installation.

Hope that helps.

Hello, Uwe

Thank you for your message.

Actually, the licensing works a bit differently. What Starter license means is  that an admin with a Starter license applied in the Viewer can control up to 20 remote computers. Adding another Starter license to the Viewer won't increase this number. In order to increase it you need to upgrade to the next licensing type which is Mini (up to 50 computers) or Pro (unlimited).

If I buy 3 STARTER Licenses, do I have 60 endpoints in one (my) admin module at the same time?

In order to control 60 endpoints (50+ to be more exact) you need a Pro license.

Are there differences (1x STARTER vs. 3x STARTER (= 60 endpoints per one admin module))
between using your public IP-Server and a self-hosted IP-Server (and one or three self-hosted IP-Server)?

Both public and self-hosted server options are available with any license and don't affect the price.

Let me know if you have other questions.

P.S. In future updates we will remove the ability to add multiple licenses to the License key storage to avoid possible confusion.