Conrad Sallian's community posts

Hello Matthew,

Is there a folder / file I have to delete when un-installing the old remote utilities in order to get the software to email me when I have installed the new MSI configurated one?

You need to delete this registry entry/key:

HKEY_LOCAL_MACHINE\Software\Usoris\

This is where the Host keeps its settings. You need to delete old settings if you want the "Send via email" flag to work properly.

You can also delete the folder C:\Program Files(x86)\Remote Utilities - Host\ just in case.  

Hope that helps.

Hello Matthew,

This window won't appear if the first connection to the computer is established from a Viewer registered with a PRO license. Here is more information: First connection window

Thanks.

Hello Thomas,

We will do our best. But there are only two reports so far. It would help if either you or Espen (the topic starter) shot a video of the process on the Viewer side so that we can see exactly what happens when you run the Full Control mode. You can send the video (or the link to it) at support@remote-utilities.com.

Thanks.

Hello Thomas,

Sorry, links to competitor websites are not allowed on our forum.

Hello Matthew,

Yes, you can. First, let me tell you just in case that a "hardware-bound" ID had only briefly been introduced in one of the previous updates. But then we realized that it was a bad idea and cancelled that change. So currently the Internet-IDs are not hardware-bound. Even if two machines are perfect clones of each other their IDs will be different.

Here is how to get a unique ID automatically on each cloned machine with a pre-installed Host:

1. Configure your custom Host (Standard MSI) using the MSI Configurator. Make sure that you enable "Generate Internet-ID" option and send ID via email etc. on the 3-rd step of the configuration process.

2 Run the Host installation. In the "Installation options" step UNcheck  "Launch Remote Utilities - Host after installation...".

3.  When the Host has been installed copy the program files and export the Host's registry entry with the settings (Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Usoris\Remote Utilities Host ) and embed them into your system image.

The trick is that you install the Host but not run it yet (to avoid generating Internet-ID too early). The first run of the Host should happen when the cloned system runs/starts up the first time rather than during the image creation.

Let us know if this workaround works for you.

Hello Chad,

We are not sure what might be causing this, apart from possible routing/network issues on the Hosts' side. Do you have a system administrator on those site/sites who could check connectivity with your server and figure out the bounces?

Hello John,

You should update the software to the most recent version. Also, please check this knowledge base article https://www.remoteutilities.com/support/kb/invalid-registration-key-when-registering-remote-utilities/

Hope that helps.

Hello Michael,

Do you use a self-hosted server as well? If so, yes - feel free to test out the new 64-bit version and see if it helps fix the problem.  

Thanks.

Hello,

Here is an instruction I mentioned earlier:
https://www.remoteutilities.com/support/kb/how-to-collect-data-for-diagnosing-connectivity-issues/

It will save all of us time when figuring out the problem. Note that Remote Utilities is software of "dual nature". A connection involves at least two and sometimes (in case of ID connection) - three modules including an ID server. So we need logs from all of the modules along with the date and time of when the issue happened.  

Thank you.

Hello Jon,

The Viewer log alone won't help us figure out the issue. We also need the Host's log and other information. If you wait a bit we will come up with  a detailed instruction in our knowledge base on how to collect the necessary logs and what to send to us. I will provide a link to the knowledge base article later today or tomorrow.

Is there a way I can download an older copy of the viewer, as some have stated running an older version fixes this issue?

Downgrading to an older version is not recommended. Besides, before we examine your complete logs we cannot be sure if your issue is the same as the one reported in this thread.

Let me draw an analogy - a high human body temperature is a sign that something is wrong, but it can be caused by many factors (specific illnesses). The same is true about a connectivity problem - on the surface it looks the same, but the cause might be different in each case, although there are not many of them actually.