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Conrad Sallian's community posts

Frequent disconnects

Conrad Sallian, Support (Posts: 2979)

Dec 28, 2018 5:08:48 pm EST

Hello Thierry ,

This error means that the Host cannot connect to the intermediary relay server. There should be other errors in addition to that one. Could you please send us the complete log at support@remote-utilities.com.

Thanks.

Frequent disconnects

Conrad Sallian, Support (Posts: 2979)

Dec 28, 2018 7:36:03 am EST

Hi Thierry ,

Steps to fix connectivity issues (or rather pointers that help understand where to look at) are available in our knowledge base:

Cannot connect using Internet-ID connection
Cannot connect using direct connection

The primary source where to look at whenever you have any connectivity issues is the  Host log. Does it have any errors?

Frequent disconnects

Conrad Sallian, Support (Posts: 2979)

Dec 28, 2018 7:33:11 am EST

Hello Alex,

Whenever you or anyone else has intermittent connectivity issues with Remote Utilities please note that there are two primary reasons that may apply:

1. Antivirus software or a firewall.
2. Network configuration problems (such as a faulty or incorrectly setup router, or TCP/IP configuration issues on the computer, or DNS issues etc.).

Ever since upgrading

Conrad Sallian, Support (Posts: 2979)

Dec 27, 2018 5:33:29 pm EST

Hello John,

Thank you for your message.

It looks like the host lost connectivity with our intermediary server. We need to examine the Host log to know for sure. You can find the Host logs in the Host installation directory .

Feel free to zip the logs and send them over to us at support@remote-utilities.com

Cannot properly upgrade from 6.3.0.6 to 6.9.4.0

Conrad Sallian, Support (Posts: 2979)

Dec 26, 2018 6:23:06 am EST

Hello Jack,

Update on this issue. Your setup was most likely correct, it's only that when updating old versions - and 6.3.0.6 is a very old version given how many changes we have made ever since it was released - the new password won't apply due to changes to authorization mechanism.

So if you want to change the password with your update you are advised to do that beforehand in the Host settings, and then update.

Hope that helps.

Remote Sound is loud static

Conrad Sallian, Support (Posts: 2979)

Dec 26, 2018 5:44:50 am EST

Hello Jack,

It could help to see a screenshot of your speakers properties. Please, refer to this forum thread, the second page.

Cannot properly upgrade from 6.3.0.6 to 6.9.4.0

Conrad Sallian, Support (Posts: 2979)

Dec 26, 2018 5:29:07 am EST

Hello Jack,

It seems like the password from the new install does not overwrite the old password. If I put the MSI on a new computer, everything works fine, and if I erase the reg settings on the existing computer and do the upgrade, everything works fine.

Yes, it seems to be the case. We need more information:

1. In step 4 of the configuration process you should have selected Pre-configure -> Security settings checkbox:

- 26 Dec 2018 05:28:14

2. In the Host configuration window that appeared thereafter you should have enabled single password and actually set the new password, then click OK and finish the configuration process.

Was that the case?

Remote Sound is loud static

Conrad Sallian, Support (Posts: 2979)

Dec 22, 2018 5:48:29 pm EST

Hi Jack,

I'm sorry, could you please clarify what you mean by static sound? Is it some sort of a permanent noise or else?

Thanks.

Cannot properly upgrade from 6.3.0.6 to 6.9.4.0

Conrad Sallian, Support (Posts: 2979)

Dec 22, 2018 5:47:05 pm EST

Hello Jack,

Thank you for your post. Could you please update another Host and then look into the Host settings to see if the single password checkbox is selected at all and password is set. Here is a screenshot:

- 22 Dec 2018 05:46:23

Also, please double check that your configured installer has "Single password" enabled and configured.

Noticed a connection that i didnt start. Checked logs and saw this.

Conrad Sallian, Support (Posts: 2979)

Dec 22, 2018 5:42:04 pm EST

Hello Alex,

Thank you for your message.

This line only means that the Host (the program itself) has started on the remote computer and is awaiting incoming remote connection.  

If there were any connection (session) in place there would be a line mentioning the specific connection mode used, such as Full Control, File Transfer etc.

Hope that helps.
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