Conrad Sallian's community posts

Hello Ashley,

We will need the Host logs. Let me create a support ticket then so you can attach the logs to the ticket. You will receive an email shortly.

Hello Gareth,

Thank you for your message.

This happens because the remote monitor resolution is higher than your local monitor resolution. Currently, the only way to fit the entire remote screen image into your local screen is to shrink it using the "screen view" options. In the Full Control mode toolbar click the Additional properties icon and select a desired mode - it might be either Stretch or Full Screen stretch.

That said, if you still want to see the remote screen "pixel for pixel" (1:1) you can stay in the Normal mode and make sure that you have "Advanced mouse scroll" option enabled in Connection properties (Mode tab). This lets you scroll to a given direction by simply moving your mouse pointer closer to the edge in that direction.

Hope that helps. Let me know if you have other questions.

Hi Ashley,

Thank you for your report.

Custom installer bug (still there in R3???)

You mean beta 3, correct?

Created a custom MSI host installer, one option was the "select Internet ID server", this doesnt seem to be taking my own internal server, its always default.

A few questions:

1. What installer type did you select - Standard or One-Click?

2. What antivirus software is installed on the Host PC? A day ago there was a user who complained that Host wouldn't show the settings they configured. As we found out during a remote session their Symantec/Norton antivirus simply prevented the custom Host installer from writing its settings to the registry. I.e. the Host settings were default ones as if they were reset also the software itself installed properly.

UPD ATE to the above, the HOST and SERVER services never restart when the host or server are rebooted, they have to be manually restarted, both are se t to Automatic....

Yet another sign that the reason might be in antivirus/security settings on the computer itself.

Also now on R3 i cant get any test clients to work, show online until i want to connect then they go offline.

Let's take one specific Host and diagnose it. What type of connection is used - Internet ID or direct?

R3 seems to be a major step backwards...

Beta 3 is the same as beta 2 except only that a few new features added, all of them listed in release notes.

Jason Unger wrote:

That makes sense. Thanks!

Here is about connections, in a nutshell:

- Connections can be either direct or indirect (Internet-ID). You can select which type when creating a new connection in the address book.

- Direct connections are the simplest. The Viewer connects to the Host without any relay server in-between, usually on the same network (LAN or VPN).

- Internet-ID connections use a relay server as a facilitator. The default relay server option is our public server infrastructure. Alternatively, you can set up your own self-hosted server, which can provide some added features apart from the relay feature/role.  

I believe that general information just helps understand specifics, so I hope this will be helpful.

Thank for helping us make the program better :)

This tutorial might be helpful - Connecting over LAN

It is the IP address of one of our Internet-ID servers, in California.

You see this IP address because:

1. You use Internet-ID connection type.
2. The Internet-ID relay server infrastructure (a relay server) is our public one. You can see that in connection Properties -> General tab, under the "internet-ID" radio button.  

The fact that the remote PC is in your LAN has nothing to do with this. If you need to use direct connection within your LAN , that is - without an intermediary server in-between - simply select the "Direct connection" radiobutton in connection properties and specify the local IP address or hostname of your computer/server.

Hello Jason,

What IP is this? This server is local to my LAN, and that IP doesn't match my external IP.

Is it from the "Last IP" column?

I see. Before we try to diagnose I recommend that you install the latest beta, you can take it from here https://www.remoteutilities.com/download/beta.php . If it's a bug, it well may have been already fixed in the beta. If the problem persists even with the beta, we'll see further what it might be.

Please, make sure that you upgrade both parts - i.e. Viewer and Host - to avoid version mismatch.

Hello,

Thank you for your message.

Have you tried to restart the remote PC after Host installation?

Hi Peter,

You are welcome. I can assure you that we'll do our best to report as many false positives as we can and reduce the number of them to a minimum or even zero. Reporting false positives on our software to a/v software companies is an ongoing work that we do on a regular basis.

Don't hesitate to post here if you ever need any assistance.