Conrad Sallian's community posts

mratner wrote:
Thank you for the quick reply - I appreciate it.

Actually, after much closer look, it turns out that the blue circle on the icon appears right after I start the Host but disappears after 30-40 seconds. The proxy settings are exactly as in my browsers on the same computer (using port 8080).

I'm seeing an error in the Host's log:

2014-01-27 20:50:41:636 34 RUT Host 56005 is started. Windows 6.1 32bit
2014-01-27 20:50:42:030 96 Internet-ID: Connection established ID: S-C1EFA641-C045-4C32; Port: 5655
2014-01-27 20:50:47:800 96 Internet-ID: Connection established ID: S-C1EFA641-C045-4C32; Port: 5655
2014-01-27 20:50:53:563 96 Internet-ID: Connection established ID: S-C1EFA641-C045-4C32; Port: 5655
2014-01-27 20:50:59:326 96 Internet-ID: Connection established ID: S-C1EFA641-C045-4C32; Port: 5655
2014-01-27 20:51:05:091 96 Internet-ID: Connection established ID: S-C1EFA641-C045-4C32; Port: 5655
2014-01-27 20:51:05:615 63 Exception: DisconnectCount (EIdException). Information
2014-01-27 20:51:10:619 96 Internet-ID ErrorCode <> 0 Error code: 1
2014-01-27 20:52:11:025 96 Internet-ID: Connection established ID: S-C1EFA641-C045-4C32; Port: 5655
2014-01-27 20:52:11:547 63 Exception: DisconnectCount (EIdException). Information
2014-01-27 20:52:16:551 96 Internet-ID ErrorCode <> 0 Error code: 1

In "Information" I see this:
---
Stack list
(0035B087){rutserv.exe } [0075C087] Unknown function at TMethodImplementationIntercept + $2F0AB7
(000D0D1D){rutserv.exe } [004D1D1D] Unknown function at TMethodImplementationIntercept + $6674D

Does this shed any light on what the problem might be?

Thanks,
-Michael

Michael,

If the circle beside the icon stays grey, it means that the Host hasn't been able to establish an outgoing connection to our intermediary server.

Please, note that although the Internet ID connection is supposed to be used for firewall bypass/traversal, it still requires some outgoing ports to be open for work. In some organizations network policies are so strict that they block all ports except those absolutely necessary for web browsing and e-mail.

Check this knowledge base article for more information on what ports should be open for what type of connection:
https://www.remoteutilities.com/support/docs/ports-used-by-remote-utilities/

Hope that helps.

Hello Travis,

You can disconnect the Viewer in a couple of different ways:

1. By stoping the Host service. You can do that by using the "Stop Host" item in the context menu or in Windows Start -> Remote Utilities - Host -> Stop Host. You can also stop the Host service (rutserv.exe) in the list of processes.

2. By clicking on the X button in the notification panel (provided that option to show notification panel is enabled in the Host settings).

Stopping the Host like described in p. 1 is available only when you are an "administrator" on the remote machine. That is, a "user account" won't be able to stop the process without admin rights. However, p. 2 is always available for any account.

Hope that helps.

Mike G wrote:
Sure. To be able to import/export a singe PC entry (or a selection) instead of exporting the entire address book. So if you think about contacts work in Outlook, you can export the entire contacts folder to a PST file or you can send somebody a single contact entry.

I see. Ok, added to the wish list.

Hi Mark,

Precisely. it is commercial use and in most cases "paid for" by the companies who registers it. I am not sure why you are suggesting that you would be "Providing the license for free"

Sorry, I didn't get you at first. I thought it was all about free use.

I wasn't asking specifically for e.g. 40 Free. I was enquiring on whether it was possible to "add" a mix of Paid and Free hosts to my viewer in times of need eg they require support. Example:

Company A & B: 15 each paid: (Total 30 Paid)
Company C: X4 Free (Total 4 Free)
Family A, B,C,D X2 Free each (Total 8 Free)

Above example is made up of three companies & four family individuals of which 30 are paid for and 12 are free.

The program won't allow you to add more than 10 Hosts registered with a free license (be it the same license or different licenses) into the same address book. And if you still keep the free license in the lIcense key storage, you won't be able to add a paid license there until you delete the free one, and vice versa.

I suspect you are saying that I need to be the one that "Purchases" 42 licences on behalf of the above and register under my account which (in my specific case) would not work.

It's stated on our Licensing page and in the EULA. Also, if you are the only administrator/operator, it just doesn't make sense to pay on the "remote PC" basis in this case, because 1 "per operator" license will be less expensive and will allow you to register not only 42 but an unlimited number of computers. It is what this type of license was designed for in the first place.

I totally understand and needed to check before heading down this path. Its a great product and am sure the Licencing model will work for single companies.

Yes, it's primarily aimed at single companies with less than 10 PCs or home users who occasionally connect to their home PCs or help their friends and family. For a more extensive use a paid license is supposed to replace the free one entirely.

Feel free to ask me if you have additional questions. Thanks!

Mike G wrote:
As an IT company, we have a 2x operator licence. We have a couple of medium sized customers that we might try and get to purchase their own 1x operator licence for their own IT (that we support).

If they use their own META key on their PC's, can we connect to their PC's/Servers with our copy of RUT?

Yes, you can. For the paid license the primary condition is that the Host is registered. It doesn't matter who registered the Host - you as a helpdesk company or the supported company. Either will work. Drawing a line here would only complicate things.  

Am I correct in assuming that the enforcement is in the viewer and that I never have to worry about those ghosts other than just deleting them from my viewer?

Thanks for your question. Absolutely.

Mike G wrote:
Hi,
It would be very useful to be able to store some text information about each remote computer. A single multi-line textbox would be sufficient to capture user credentials, phone number, etc. You could edit it under properties and can view it similar to the popup screenshot.

Hi Mike,

Yes, this has been already on our roadmap.

Thanks!

Mark D wrote:
Agreed. A FAQ would be good as what may seem obvious to some isn't so obvious to others (like me)! You must be frustrated with what should be "Obvious". A set of examples showing different scenarios would be good.

All I wanted to check prior to recommending the Free and Paid versions to clients is that I (selfishly) can have access to all 40 PCs in my viewer (made up of different accounts from different users.....some having Paid versions some using the Free versions). I appreciate the HOSTs contains the licence and not the viewer. Thanks for that and will watch out for a FAQ....and other posts. So far "Remote Utilities" looks/feels fantastic in my tests over last few days.

Mark,

I can tell you already that, unfortunately, this won't work. Simply because our EULA prohibits it.

You see, when you connect to a remote computer, regardless of the purpose, you are deemed the "user". And the free license only allows 10 remote PCs for the user. Not to say that each user (or organization) must have only one free license, but no more.  

Please, do understand my point. Allowing the user to remotely control 10 remote PCs even in a business setting for free is no problem. We are only happy to help. But 40 PCs or more, especially when the remote support is paid for (which i think is the case) is pure high-scale  commercial use. We won't be able to support our servers, pay salaries and improve the product if such scenario is available with the free license.  Providing the license for free where our competitors charge in hundreds of $$ (and some are even subscription based, not one-time) would not be a viable business strategy.

Hi MIke,

It would be very useful to have more features aimed at address books. We have several techs who need to access common computer entries but are located at different locations so using a shared common XML file is not practical.

You are absolutely right. That's why the next thing we have been working on is a more sophisticated web/LAN sync. If all goes well, we'll make it available in one of the nearest releases.

Are there any plans to provide a 'shared' address book, either hosted at your site or via a local GMS? This would be similar to TV 'Contacts' where you can 'send' another user the PC entry.

So far the only way to share the address book is via export/import or using the Address Book Manager (Viewer -> Tools -> Address book manager), in which you add a path to an address book stored in some location, e.g. network location, and then point the Viewer at that address book.

Alternatively, if there where at least PC entry granularity in export/import of address book entries, that would be a good start. Another option might be to implement a 'merge' feature to combine address books with an interface to handle conflicts.

Could you please elaborate more on PC entry granularity. What exactly is meant by this? Thanks!

Hello,

If the Host shows the blue circle on the icon continuously, then it's unlikely that the issue is on the Host side. Perhaps, the issue is on the Viewer side.

Please, check out this list of possible causes for the problem https://www.remoteutilities.com/support/kb/cannot-connect-using-internet-id-connection/

As for proxy, you probably need to explicitly specify the proxy settings into the Host or the Viewer, depending on which side the proxy is.

To specify the proxy settings:

Host: Settings for Host -> Options - Proxy settings

Viewer: In Viewer you specify proxy settings individually for each connection in Connection Properties -> Network -> Proxy settings.


Hope that helps.