Pauline's community posts

Hello Chris,

Would it be possible to get a doc page that shows exactly what it looks like (on both sides) when the restart Agent feature is used?

Sure, we actually already have a separate Documentation page dedicated to this feature here. This page pretty much describes the whole process since after you enter the proper credentials, Agent is just restarted with elevated rights the same way as if you restart it manually.

Does either side generate logs that I can refer to in troubleshooting? Is there a logging switch?

Yes, all our modules generate log files. The Host logs and Agent logs are always enabled automatically and you can also enable the logging for Viewer following this guide.

This is an area of confusion for me. We are using Microsoft 365 and Azure AD, so it's not clear whether the correct way to enter the information is

Could you please clarify if there's anything in the dropdown menu when you click on the "Domain" field? Have you tried entering any of the options, for example, "mycompany.microsoftonline.com"? You can also take screenshots of your "Restart Agent as..." window with all the information filled in and send it to us - you can blur/hide any sensitive info and/or send it to us to support@remoteutilities.com.

Looking forward to your reply.

Hello Kenneth,

Thank you for your message.

We do have this feature in our roadmap, but unfortunately, it's not implemented yet. However, we will definitely add it in our future updates. Sorry for keeping you waiting.

Please let us know if you have more questions.

Hello John,

Thank you for your message.

Just checked with our developers - it was a quick maintenance on some servers that took less than 2 minutes, but there were no downtimes.

Hope that helps.

Hello Brad,

Thank you for the update.

I'll forward the issue to our developers and ask for their input on this issue.

I'll get back to you with an update on this shortly.

Hello Jim,

Thank you for letting us know.

I've forwarded the issue to our developers and have added both yours and Chris's reports as well. We're currently investigating the issue, so hopefully, we will be able to add a quick-fix for it soon. Sorry for the inconvenience.

I'll keep you updated on the issue.

Hello,

Thank you for your feedback.

We do have plans to improve the logging mechanism in our future updates, but, unfortunately, there’s no specific ETA on updating the logs for now. Sorry for the inconvenience.

Let us know if you have other questions.

Hello Michael,

Thank you for your message.

For now you can only tap with one finger for the left mouse button when using mobile Viewer app. However, we do have plans to improve and revamp the mobile Viewer in our future updates, so hopefully we will be able to improve the control gestures as well.

Hope that helps.

Hello,

Thank you for your message.

Please note that when using Internet-ID connection, the overall connection speed and performance are only as good as the slowest network segment between Viewer and Host.
Here's a guide on how you can check the internet connection speed via command line.
In addition, please try solutions listed on this KB page and see if any of them help to improve the connection speed/performance.

Hope that helps.

Hello Chris,

Thank you for your message.

We will test this our in our environment to see if we're able to reproduce the issue and implement a fix for it. Sorry for the inconvenience.

I'll keep you updated on the issue.

Hello Brad,

Thank you for the update.

Can you still find the event 11, capi2 error entries in the event logs? If yes, then can you please copy the full text of the entry (you can also export it or make a screenshot) and email it to us support@remoteutilities.com? This way we'll be able to forward it to our developers so they could look further into the issue.

Looking forward to your reply.