Conrad Sallian's community posts

The app is live now on Google Play.

Alex Reyes wrote:

Would this work if our RUT Server is behind a VPN?

Hi Alex,

Of course. From a network perspective, the mobile Viewer works the same way as the desktop Viewer.

Hello,

Thank you for your message.

Just to confirm - do you mean the ability to change the very resolution of the remote screen?

We're about to release a completely new Remote Utilities mobile app — a full mobile Viewer, not the basic app that's been sitting in the stores until now. It's built from the ground up and brings nearly everything you know from the desktop Viewer to your phone and tablet.

We'll keep this thread open until release. We're here to answer your questions about the upcoming mobile app.

What's in it

• Full address book compatibility — no need to manually populate a flat list anymore. You can import your existing books (as a/b xml file, no extra conversion required) or pull a self-hosted server book.
  
• Address book sync via self-hosted server.
  
• Four connection modes — Full Control, View Only, File Transfer, Power Control.
  
• Two interaction modes in Full Control — Trackpad (drag a cursor) or Touch (tap on the screen registers as a click).
  
• Multiple monitor support — switch to a specific remote monitor or view all of them at once.
  
• Direct and Internet-ID connection, including via your self-hosted server.
  
• Authentication methods: Single password, Remote Utilities Security (login/password) and Custom Server Security.
  
• Light and dark UI modes.
  
• Free, no limits, no ads — same as before.
  

When

UPDATE: The app is live on Google Play.

We're submitting the apps to Apple and Google next week. Store review usually takes a few days, so expect the apps to appear in the App Store and Google Play within a week or so.

Note for Android users: the app will be listed as Remote Utilities Viewer (we're planning an Android Host later, and the naming distinguishes the two).

Screenshots

Hi Bostjan,

Thank you for your message.

We are preparing a brand new Android (and iOS) app for release. I will create an announcement thread soon. Sorry for keeping you waiting for so long.

Hi Trent,

Thank you for your message.

We're almost done with a completely new app. It will be made available in a few days - we are currently testing it in-house. The new app will have full address book compatibility with the desktop version, self-hosted server support, four connection modes including Full Controll, View only, File Transfer and Power control - all will be there.

We will make an announcement soon, publish the app in stores and create a feedback thread here on the forum.

Hello Panos,

Please, check this first: in the Viewer address book, does the thumbnail for a stuck connection show the live remote screen? And on the same Host, do File Transfer or Task Manager mode open normally?

• If yes, this isn't a connectivity problem at all. The session is established and only the Full Control window never receives a frame, which makes it a screen capture failure. The fix is to turn on "Use legacy capture mode" in the Host's Other settings and restart the Host.
  
• If no, and the Hosts sit offline or every mode fails the same way, then it's the relay path and your Defender assumption is the right place to look. You should get the Host log from one of the affected machines first; it names the failure directly.
  

could this be a recent Windows Defender definition update blocking the Internet-ID connection?

It could be althought we didn't receive any reports of this kind recently.

I would also suggest that you should try to update to the most recent version as Pauline suggested above. If the problem is resolved after that then it was one of those smaller issues fixed in the recent updates.

Hope that helps.

We are planning to add a "Convert to Host" option to Agent in an upcoming release. The "Run after reboot" option was originally introduced as a temporary workaround, but it was never an ideal replacement. For reboot operations, the remote computer should be running a full-fledged service that starts automatically after a restart, whether in normal or Safe Mode. That's exactly what Host is designed for.

Hello Tomoya,

Thank you for your message.

With 2 concurrent users, is it a single license key?

A single key. An order for two concurrent users produces one key good for two users, not one key per user. Both people register their Viewer with that same key, and two of you can have sessions running at the same time.

Does "20 controlled devices" mean the total number of Hosts that can be registered/accessed across the entire license (shared between both concurrent users combined)?

It's the total for the license. The device ceiling is a property of the tier, not something that scales with users — Starter is 20 either way. Adding users doesn't raise it, so controlling more machines means moving up a tier rather than buying more keys. The tiers are compared here.

For example, could 10 different technicians each install the Viewer on their own PC and register the same key, as long as only 2 of them are actually connected at any given moment?

Yes, exactly that. There's no limit on how many Viewers you register with one key. What the license meters is concurrent use — how many Viewers have a remote session actually running at the same moment. Viewers not used at the moment must be fully closed to ensure their license slot is available.

Do not hesitate to ask if you have other questions.

Hi Snowbound,

Agent runs as an application under the account of whoever started it. It cannot run as a system service the way Host can, so after any restart it comes back only once that user signs in again if "Run after reboot" is enabled. This is by design rather than a limitation: Agent exists for attended support, where somebody is at the remote machine.

If the machine has to be reachable across a reboot without anyone there, that is what Host is for. It installs as a Windows service, starts with the system, and has been able to launch and work with the remote computer in Windows Safe Mode since version 5.2.

Hope that helps.