Conrad Sallian's community posts

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.

Hello Joseba,

Could you please add more information - what specific options you select on each step - so that we can try to reproduce the issue.

Thanks.

Hello Christian,

We will do our best to provide the feature as soon as possible.

Thanks!

Hello Max,

That makes perfect sense, thank you for the suggestion. I will ask our development to correct the phrase in the nearest updates.

Hello Matthew,

Thank you for your message.

A yellow triangle on the cloud icon means that Viewer cannot connect to server to sync the book. This points at connectivity problem, not a permissions problem.

We've just tested setting up address book synс with a group added to permissions list on the top level and every works. We were able to sign in on the server as one of the members of that group and sync the book without an issue.

We could use more screenshots or even a short video. You can send them to support@remoteutilities.com in case you don't to share them on the forum.

Thanks.

Hello Jesse,

Thank you for your message.

Remote Utilities licensing is not affected by whether you use the self-hosted server or not. Using the self-hosted server is a just a free "on top" option.

In order to use Remote Utilities beyond the 30 day trial period you must register it with a license key. This can be a free license key (in which case you are limited by 10 records in your address book) or a commercial key in which case the number of records depends on the tier (Starter/Mini/Pro).

Note that the licensing terms apply to Viewer regardless of where you keep your address book. It can be locally on the Viewer or synced via your self-hosted server.

I have no connections stored in the cloud.

There is no cloud (hosted) connection storage option at all. Our public server only allows/brokers a remote connection, it doesn't store your address book. Although we are considering plans to implement an online account too at some point in the future.

Hope that helps.

Hello everyone,

After some extensive testing we found the cause for the "online-offline" pop-ups, the issue was on the Viewer side. You can reproduce this issue yourselves if you do the following:

1. Set up an Internet-ID connection (regardless public server or self-hosted) and log in on a remote Host. Your connection icon in Viewer must show a green monitor or a remote screen preview meaning that you are being authorized on the remote Host.

2. Without logging off the connection in the Viewer stop the remote Host (right click the Host icon - Stop Host) for a 1-2 min.  Then start Host by using Windows Start menu -> Remote Utilities Host -> Start Host.

3. Allow some time for the connection to go back online in Viewer and then wait for a few minutes. Notice how the connection starts briefly "going down" and back up with a 1-minute interval.

This issue is going to be fixed in the nearest RU update, in approximately a week from now.

Hello Max,

Hoping this helps with the constant pop ups for clients when Viewer is open.

This is an evading issue that we can't reproduce 100% . After you update to the most recent version (Viewer, Host and Server) and you if you continue experiencing these pop-ups, could you please contact us via the tickets. Perhaps, with your help we'll be able to figure out the problem.

Edit: PEBKAC fail. I needed to check the Idle tab instead of the Active tab. My bad.

Just wanted to confirm, if it's working for you now?

Thanks.

Hi Steven,

The new Server version 2.7.9.0 is available for download.  If you are updating from 2.7.8.0 you may still need to restore permissions in your server book. If you have a simple permissions structure, i.e. one account that has full access to the entire book, just do the following:

1. Update to 2.7.9.0 "as is", i.e. just run the installer and complete the installation.

2. In the server address book manager expand Address Books, right click on your address book and select Edit address book.

2. Click Security.

3. In the security window enable Replace all child object permission entires with inheritable permission entries.... This will grant the account (principal) in the list permissions to all objects in this address book and restore permissions for the entries where they were deleted due to the bug. Therefore, when you sign in on the Viewer your "lost" entries should re-appear in Viewer address book.

If you have more granular access levels, i.e. other accounts with access to only some folders you will need to do the same procedure but on the respective folder level.

Let us know if you need any assistance.

Hi Steven,

We have just managed to reproduce the issue and confirmed that it's a bug on the server. This is how you can reproduce it: add a new connection to your synced address book in Viewer and then edit it, e.g. change its name. The connection will disappear from the Viewer book but will remain in the server book.

We will be fixing this bug and updating the server later today. The server version will be incremented too for you to be able to distinguish it from the current one.

Sorry for any inconvenience.

P.S. Viewer 6.10.8 and Host 6.10.8 are not affected by this bug, it's only the server that needs fixing.