Conrad Sallian's community posts

Hello Black Frank,

Thank you for your message.

How exactly do you start the Host service?

Hello Max,

We tried to reproduce the issue but without success. Actually, the connections do get listed in the Active tab. Please, note that for connections to consistently show in the Active tab you must be running an active remote session (e.g. Full Control etc.) , not just be logged on.

Another reason for a connection not showing in the Active list can be direct route detection mechanism, that sends the data along a direct route rather than via Internet-ID. This is true if the Host is directly visible from the Viewer (e.g. on the same LAN/VPN) and the Host's listening 5650 port is allowed in firewall settings on the Host machine. A Windows Firewall rule is created automatically during Host installation.

Hope that helps.

Hello, Uwe

Thank you for your message.

Actually, the licensing works a bit differently. What Starter license means is  that an admin with a Starter license applied in the Viewer can control up to 20 remote computers. Adding another Starter license to the Viewer won't increase this number. In order to increase it you need to upgrade to the next licensing type which is Mini (up to 50 computers) or Pro (unlimited).

If I buy 3 STARTER Licenses, do I have 60 endpoints in one (my) admin module at the same time?

In order to control 60 endpoints (50+ to be more exact) you need a Pro license.

Are there differences (1x STARTER vs. 3x STARTER (= 60 endpoints per one admin module))
between using your public IP-Server and a self-hosted IP-Server (and one or three self-hosted IP-Server)?

Both public and self-hosted server options are available with any license and don't affect the price.

Let me know if you have other questions.

P.S. In future updates we will remove the ability to add multiple licenses to the License key storage to avoid possible confusion.

Hello Joseba,

Could you please add more information - what specific options you select on each step - so that we can try to reproduce the issue.

Thanks.

Hello Christian,

We will do our best to provide the feature as soon as possible.

Thanks!

Hello Max,

That makes perfect sense, thank you for the suggestion. I will ask our development to correct the phrase in the nearest updates.

Hello Matthew,

Thank you for your message.

A yellow triangle on the cloud icon means that Viewer cannot connect to server to sync the book. This points at connectivity problem, not a permissions problem.

We've just tested setting up address book synс with a group added to permissions list on the top level and every works. We were able to sign in on the server as one of the members of that group and sync the book without an issue.

We could use more screenshots or even a short video. You can send them to support@remoteutilities.com in case you don't to share them on the forum.

Thanks.

Hello Jesse,

Thank you for your message.

Remote Utilities licensing is not affected by whether you use the self-hosted server or not. Using the self-hosted server is a just a free "on top" option.

In order to use Remote Utilities beyond the 30 day trial period you must register it with a license key. This can be a free license key (in which case you are limited by 10 records in your address book) or a commercial key in which case the number of records depends on the tier (Starter/Mini/Pro).

Note that the licensing terms apply to Viewer regardless of where you keep your address book. It can be locally on the Viewer or synced via your self-hosted server.

I have no connections stored in the cloud.

There is no cloud (hosted) connection storage option at all. Our public server only allows/brokers a remote connection, it doesn't store your address book. Although we are considering plans to implement an online account too at some point in the future.

Hope that helps.

Hello everyone,

After some extensive testing we found the cause for the "online-offline" pop-ups, the issue was on the Viewer side. You can reproduce this issue yourselves if you do the following:

1. Set up an Internet-ID connection (regardless public server or self-hosted) and log in on a remote Host. Your connection icon in Viewer must show a green monitor or a remote screen preview meaning that you are being authorized on the remote Host.

2. Without logging off the connection in the Viewer stop the remote Host (right click the Host icon - Stop Host) for a 1-2 min.  Then start Host by using Windows Start menu -> Remote Utilities Host -> Start Host.

3. Allow some time for the connection to go back online in Viewer and then wait for a few minutes. Notice how the connection starts briefly "going down" and back up with a 1-minute interval.

This issue is going to be fixed in the nearest RU update, in approximately a week from now.

Hello Max,

Hoping this helps with the constant pop ups for clients when Viewer is open.

This is an evading issue that we can't reproduce 100% . After you update to the most recent version (Viewer, Host and Server) and you if you continue experiencing these pop-ups, could you please contact us via the tickets. Perhaps, with your help we'll be able to figure out the problem.

Edit: PEBKAC fail. I needed to check the Idle tab instead of the Active tab. My bad.

Just wanted to confirm, if it's working for you now?

Thanks.