Conrad Sallian's community posts

Hello Pepa,

Thank you for your suggestion.

Public API is on our wishlist for future versions, but unfortunately for now it isn't among our immediate priorities.

Don't hesitate to ask me if you have other questions.

Hello Pepa,

Thank you for your message.

Does a "tech" refer to a person or to a simultaneous connection?

A "tech" refers to a Viewer currently being actively used (i.e. with a remote session running).

If we have 20 employees but never exceed 10 simultaneous connections, do we need 20 licenses or would 10 licenses suffice? If those 10 simultaneous connections are made by 5 distinct people, could we get away with just 5 licenses?

I believe that in this example your 10 simultaneous connections may or may not be established from 10 Viewers (i.e. some Viewers may initiate multiple simultaneous connections).  But for Remote Utilities licensing the number of simultaneous connections from the same Viewer is irrelevant because it's not limited. You should only count the Viewers.

Therefore, in this scenario you need a 5-tech license because you are writing that there are 5 employees who are supposed to work from 5 Viewers (one employee from each Viewer) simultaneously. This is regardless of how many connections each employees establishes from their Viewer.

Also, our license is neither hardware-bound nor attached to a specific person. This means that any 5 employees can work from any 5 Viewers simultaneously. Just make sure that the Viewers are registered with the license key.  

What exactly does an "endpoint" entail?

A remote computer where either Host or Agent is running. Endpoints are represented in your address book as connections.

If we don't want to use address books at all (we very much prefer the "agent" solution as then we can prove to our customers that we can't connect to their systems without their knowledge and approval), should we even care about the number of endpoints?

You will not be able not to use the address book at all. Before you connect to a remote computer you first must add a connection to your address book.

Hi Ashley,

While the antivirus software can be the same, it evolves just like any other software (engine updates) with threat definition databases updated on a regular basis. Currently, Remote Utilities is clean across all antivirus programs (according to VirusTotal reports) so this may not necessarily be the cause, but whenever there is an issue with the Host service not working properly antivirus/security software should be checked first. Besides, you mentioned problems not only with remote update but also with clean Host installation. It looks like the same factor in both cases affects how the Host service starts (or rather does not start in this case).

As always, before we can tell what might possibly be going on, we need to look at the logs. These are the following logs:

- Host log (C:\Program Files(x86)\Remote Utilities - Host\Logs\)
- Host installation log (C:\ProgramData\Remote Utilities\install.log )
- Windows Events Log -> Application log

Could you please send us these logs to support@remote-utilities.com for examination.

Thank you.

Hello Ashley,

Whether you are installing the Host from scratch or updating and existing installation, it looks like something prevents the Host service from starting after either the update or new installation.

What antivirus software is installed on the Host computers? We need to eliminate this cause first before we proceed troubleshooting.

Also, here is a related knowledge base article https://www.remoteutilities.com/support/kb/host-service-won-t-start/

I'm glad to hear you figured out the issue. Thanks for the information anyway!

Hello Giuseppe,

To test out this issue we must know what you choose in all configuration steps, not just in Step 3. Could you take screenshots of all steps? We'll try to reproduce the problem.

Thank you.

Hello Giuseppe,

i will have the same id on the same machine or i will have the same id on every machine

As already mentioned above, ID is unique for each machine and cannot be duplicated.

let's see when new id for every session will be available

We will do our best :)

just one question, for get a new ID, the correct behavior when i create/upgrade a new agent is (attached)?

Yes, correct. In this case the old Agent settings (if any) on the remote computer will get overwritten with new Agent settings, including the Internet-ID code.

Let me know if you have other questions.

Hello Giuseppe,

Thank you for the details.

with the older version 6.9.4 if I not check anything in internet id (see image) everytime the agent start it change the id.

This was an unexpected behavior, a bug (which masqueraded as a feature). We fixed it in the subsequent updates.

The correct behavior is this: when you do not select "Generate a new Internet-ID code" , the ID will stay the same on the remote computer where you previously ran the Agent. However, if you do enable this checkbox, the ID will get generated anew.  This is how it works in the current version.

As for getting a new ID generated each time you run the same Agent on the same computer (i.e. a new ID for each session) , this feature is in our wish list just as Polina mentioned above.

Hope that helps.

Hello Manuel,

Thank you for your message.

The issue with auto-import that caused RU Server service to hang/freeze was indeed fixed back in December update. Since then there was one more update, so the current server version is 2.7.6.0. I recommend that you update your server to that version.

As Steven suggested, it is a good idea to backup the server data folder in case of failure. We didn't implement a backup option on the Server because there are numerous back up tools (including built-in Windows backup options) that can do the task much better. The folder that you need to back up is the "data" folder which itself is located in Server installation folder.

Hope that helps.

Hello Mustaqem ,

Thank you for your message.

Please, try enabling "Use legacy capture mode" in Host settings, the Other section. I recommend you also restart the Host once you apply that option.

Hope that helps.