Conrad Sallian's community posts

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.

Hi Leon,

Thank you for your message.

You can migrate the entire server, including its user accounts and other settings, to another computer as described in this article:

https://www.remoteutilities.com/support/kb/how-do-i-migrate-ru-server-self-hosted-server-to-another-pc/

If you are not changing the address, you can skip the “Update server address in Viewer” section. Your address should continue pointing to the new server machine after the migration.

I recommend that you do not wipe the server from the old machine right away. First, migrate the files and settings as described in the article, make sure everything works correctly with the new server, and only then clean up the old server machine.

Hope that helps.

Hi Daryl,

Thank you for the kind words.

Is there any plans to be able to remotely upgrade a host version from the Linux Viewer side? This can only be done with the Windows Viewer side currently.

Yes, this is definitely in our plans. Ideally, this should encompass updating both Windows hosts and Linux/macOS hosts. We'll do our best to implement it as soon as possible.

Hello Simon,

Thank you for your feedback.

1. It looks like you trying to run/execute a .deb file. You must install it instead.

apt install ./host1.0.27.b27_amd64.deb
# or
dpkg -i host1.0.27.b27_amd64.deb

2. The previously installed host might be running still. You need to uninstall it first:

./r-host -uninstall

Hello,

Remote Utilities for macOS/Linux Beta 27 is now available for download. This is a release candidate. After this final beta, the next version will be the official release.

We would appreciate your feedback. Thank you.

Hi Petr,

Thank you for your message.

We can do that. But could you tell us more about what isn't working for you? Perhaps we can help.