Conrad Sallian's community posts
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Detect and alert user about version mismatches
Newer Viewer can always connect to older Hosts. Compatibility the other way around is not guaranteed. That's why we highly recommend to at least make sure the Viewer version is the latest if it's not immediately possible to update the Hosts.Since Host and Viewer are not bundled together and if backward compatibility breaks or changes on every version, then it should be more obvious to the user when there is a version mismatch that would prevent connection.
This is true.The Viewer knows the version of itself.
Only when it connects or logs in on the Host at least once. If that happens, information about Host version becomes available in the address book. In the thumbnails view there is a tiny "msi" icon at the top right corner. In the Details view there are two dedicated columns:The Viewer knows the version of the host.
I can agree with this, but unfortunately, when version mismatch is involved there may be a problem or there may not. It's a probability thing depending on what specific feature the user is trying to use. Less intrusive methods of informing about version mismatch (such as the ones above) may work best especially on hundreds and thousands of address book records.The typical user (*cough* *cough*, myself included here. Though in this case, I KNOW I've read that before, just forgot) doesn't read documentation until they run into a problem. Errors and messages help tell the user where they should look in the documentation. The pop up informs the user what the exact problem is and what to do about it. Problem solved in minutes.
Closed Laptop Lid Prevents Use
From the user standpoint and experience there shouldn't be any differences. Except perhaps the regular (current default) mode is a bit more optimized on newer systems such as win 10.
Thanks.
Norton always blocks
Yes, there is backward compatibility only when you connect from newer Viewer to older Hosts, but not vice versa. We also mention that on the upgrading page - it is recommended that you upgrade Viewer first, then Hosts. Also, good practice is to avoid version mismatch, i.e. update Hosts as soon as possible.Issue resolved. Turned out it was the Viewer being 6.8.0.1 and the server host being 6.9.1.0. I didn't realize 6.8.0.1 Viewer couldn't talk to 6.9.1.0 beta. So just upgrading her Viewer to 6.9.1.0 made the connecting work.
As for the beta version and if you use the self-hosted server, it should be upgraded too. With RU 6.9.0.1 beta we also released Server 2.7.
I also saw the check marks she was seeing. Doesn't look like my screen and I didn't take any screenshots. But it's not intuitive as to what the check marks mean, since it was green for the offline connection and red for the online connection. Also, it frequently only showed the Internet-ID connection as online and the Direct connection Offline/unknown until double clicked and connected.
Checkmarks are essentially the results of the ping command. A remote computer may be "pingable" but the Host may not be running on it. This will result in a green checkmark and yet an RU connection won't be possible. An opposite example is that pinging a remote computer is not allowed (pings are unsuccessful) and yet it may still be available through RU. I wouldn't put much trust into these checkmarks then. It would be better to rely on the statuses instead.
Closed Laptop Lid Prevents Use
Closed Laptop Lid Prevents Use
Just wanted to ask if you can still see /refresh remote screen previews on the thumbnails in the Viewer address book even if you close the remote computer lid?
Norton always blocks
They cannot use the Viewer to connect outside their home to their office. I'd expect them to block the host, but the viewer?! Jeepers.
The Viewer installer contains some modules of the Host (namely, rutserv.exe) for the MSI Configuration to work, specifically the "legacy" mode of the configuration (files are not needed for the "online" configuration option). That's why some antivirus software may falsely mark Viewer as dangerous. However, by extension they also mark rutview.exe which doesn't make any sense.
The feedback is on the connection icon/icons in the address book. If connection isn't possible, the icons will be in offline state.However, I'm trying to remotely help someone over the phone, she says she disabled both and still same result, "double clicking or selecting Full Control doesn't connect to server or give any errors or popups".
Unfortunately, Viewer doesn't specifically monitor its own Internet access. However, in the future we were planning to add some basic diagnostics/monitoring features so that regular users could easily tell where the problem is.Could there be a way to detect when the Viewer is being blocked from making any outbound connections?
ask user permission disabled for some modes
Thank you for your suggestion. We will add it to our wish list.
delete and add endpoints to stay within limit?
Yes, you can delete the endpoints ("connections") you no longer need in your address book and free up space for new endpoints.
Let me know if you have other questions.
set up port fowarding
Thank you for your message.
Additional setup may be required for being able to connect over the Internet. Specifically, you need to access the router settings on the Host side and set up a port forwarding rule. That is, to forward incoming requests at port 5650 to the computer where the Host is installed.But another colleage in another state, can not direct connect. Am I assuming wrong, that if I can get through, they can?
This knowledge base article can provide guidance. Another article on making server accessible can also help understand port forwarding.
Hope that helps.