Conrad Sallian's community posts

Hello,

Thank you for your message.

Unfortunately, we couldn't reproduce the problem in our testing laboratory.

Hello Khasia,

If you want to connect to a remote Host located behind a router over the Internet you have the following options:

1. Set up port forwarding on the router to establish direct connection with Host.  You don't need to use RU Server for that.

2. You can set up Internet-ID connection through our public hosted ID service. This works out-of-the-box, again you don't need RU Server for that. Just follow this connecting tutorial.

3. You can set up Internet-ID connection and use your own self-hosted server (RU Server) to broker the connection. This is a more advanced option than the first two - you should install RU Server, make sure it is externally accessible and set up Viewer and Host accordingly.

While you can go either way, the easiest option is #2 and the most complex option is #3. Option 1 (direct connection) is good if you have access to your router on the Host side. This option provides the best performance and speed possible.

Hope that helps.

Hello Thierry,

I have been told the problem is my network although I have been using competing products without an issue..

I am sorry, but the fact that competing solutions work doesn't necessarily mean that Remote Utilities may not be blocked on a router or antivirus/firewall software level or otherwise. We don't know the specifics of your network, your router firmware, security settings, corporate policy, IP/website filtering policy - the list goes on and on. How are we supposed to resolve these issues while not having access to the environment itself? It's only the system administrator of that specific network who can help you figure out why a standard TCP/IP application such as Remote Utilities cannot (or isn't allowed to) send packets to a remote server (or directly to Host for that matter).

Hope that helps.

Hello Bob,

For persistent unattended access we would recommend that you install Host rather than run Agent.

Hello Manuel,

I can see that you have also created a ticket.  I will respond in the ticket then.

Hello Anjo,

Could you please let us know what you specifically select in each configuration step. You can simply take screenshots and post them here. I'm especially interested  in Step 3 and 4, and also the Host configuration step (provided you didn't select "Skip Host configuration settings" in step 4). Then we'll try reproducing the issue.

Looking forward to your reply.

Hello Anjo,

Thank you for your message.

is still untouch

Could you please clarify what it is exactly that is not working? Was there any specific feature that you had configured and that didn't work after the Host installation?

Hello Jason,

No problem. The server roles can work independently and you might want to use just one role without necessarily enabling another. For example, you can use the server for address book sync only while connecting to remote Hosts using direct connection.

Let me know if you need further assistance.

Hello Jason,

No offense, but... absolutely not. I don't allow anyone to remote view, or access any of my systems, unless I know, and trust them. If you want to see how I logon to the host, I can create a short YouTube video that will show you how I logon, and use the Host with the viewer.

That's no problem, I understand. A video is even better.

EDIT: Here is the video I promised that shows my settings, and how I login to the server from the client.

Much clearer :)

First, I can see that you are using RU Server which is a piece of software optional for Internet-ID connection type and isn't needed at all for direct connection. Apart from acting as an intermediary for Internet-ID connection (relay role) the server can also perform address book synchronization and act as authorization hub (sync and auth roles respectively).

The authorization through the server (Custom Server Security) is what you enabled on the Host together with the default single password authorization:



When there is just one authorization method selected - usually Single password - Viewer simply connects using that method, i.e. it prompts you for password or connects right away if you saved the password previously.

However, when multiple authorization systems are enabled on the Host the Viewer must somehow decide which one to use when you log in on the Host (see comments on the yellow background here ). This is defined by the "Authorization method" dropdown in connection properties:



The default setting here is "Auto". This means that if multiple authorization methods are enabled on the Host, Viewer will follow this order of priority:

Custom Server Security (CSS)
Windows Security
Remote Utilities Security
Single password

This is what happened in your case. You had both single password and CSS enabled as authorization methods for that specific Host. You clicked "Log in" and Viewer used CSS (since you had "Auto" in connection properties) thinking that it's the method that you want to use first.

If you expect Viewer to use Single password, you should either disable CSS in the Host authorization methods or explicitly select Single password in connection properties dropdown list (such selection is meant to let the tech override the default auth sequence for specific Hosts if needed).

Or, if you really wanted to use the CSS you must make sure that you set the rights properly for the server account with which you sign in, because "access denied" says that you didn't set permissions for that server account for accessing the Host in question. This is not your Windows account , this is the account in RU Server that you create yourself on the server and then set permissions for in Host "CSS" authorization settings (the CSS system in this respect resembles Active Directory). Finally, if you want to use Windows accounts to authorize on the Host, just enable the Windows Security method.  

Please, note that Remote Utilities can perfectly be used with default out-of-the-box settings. Both RU Server and the CSS authorization method are advanced features. You don't have to use the server unless you really need the features that the Server provides. If you install/enable it as well as enable the supporting features in Viewer and Host modules please be sure that you look through our documentation to avoid possible misconfigurations and pitfalls.

Hello Ashley,

Unfortunately by the time you wrote that message i was on the way to the client to repair the desktop, it had indeed had VIEWER installed and not HOST, it now has a new host installed and is in use migrating servers.

Still I can't see even the slightest possibility of Host downloaded the Viewer installer instead of, well, Host when you initiate simple update. We serve the same Host file from our site to all customers (it is the Host that contacts the update server). How come that one single Host downloads a different file for one customer if the download link is hardcoded into the program? Besides, we haven't received other similar complaints - I mean installing Viewer instead of Host when Simple update is involved.

This can only be possible if you used Remote Install tool for updating a fed a different installer into the Remote Install window. I cannot see other explanations. But you only mentioned Simple Update that's why it's strange.