Conrad Sallian's community posts

Hello Andrew,

Thank you for your message.

We could’t reproduce the issue. The field works as it should on the iPad with the latest iOS (12.1 16B92) and RU updates.

Hello Ali,

Thank you for your message.

If you are in Full Control mode, then this behavior is normal. The admin's cursor always takes precedence over the remote cursor. So if the admin's mouse moves even slightly the cursor will return to the current position of the admin cursor regardless of where the remote cursors moves.

However, if you want to let the remote user work without such interruptions you can switch to the View Only mode right on the toolbar:



You can also use Alt + F12 key combination to quickly toggle between Full Control and View Only mode.

Hope that helps.

As we have just confirmed, the issue is caused by a bug in the auto-import feature. We will fix the bug in very nearest update of the program.

Sorry for any inconvenience.

Hello Nijel,

When I was using the cloud address book I needed to repeatedly sign back in to the server because it would sign me out very frequently and this made adding and removing clients very tedious or impossible.

This might be caused by intermittent network connectivity or network configuration problems. You may not notice that when web surfing, for example, because a web browser briefly connects to a web server, downloads the page, and then disconnects. With remote access software though you need a long lasting connectivity and sometimes network problems may affect how your remote connection works.

As a side note, I can only connect and see the online status of clients when I am on the same LAN as the server if my Viewer PC's network connection is routed through a VPN.
For some reason it doesn't work from inside the network. When I'm using my cellular hotspot or another ISP or my VPN it works but I can't connect to the server domain address from inside the network.

This has something to do with your specific network configuration. Unfortunately, with so many possible factors we cannot tell for sure why this is happening. Still, you should be able to communicate with your server directly on the same LAN using its hostname or domain address, it is very strange that you cannot.

A side note to the side note; the only way I am able to make clients I know are online appear online and connectable while my Viewer is on the same LAN as the server without using a VPN is if I edit the server address on each client on the Viewer address book and remove the domain name of the server and enter the server LAN IP address. Obviously this isn't going to work for when I'm on the road so I just use my VPN in the office instead.

Here is a question - why would you want to use the server (the relay role, that is, to broker a remote connection) if you have direct connectivity with remote machines, such as through VPN? You could simply connect from Viewer to Host using the Host's VPN address, you don't need to use the server for that.

Please, note that server's roles may work independently. For instance, you can sync your address book through the server and still connect directly to remote machines.

Do you need more information to help solve this issue? I can send you my address book .xml and log files if that helps. I really want to purchase the Pro license but I can't without a working central address book management solution.

Yes, it would help. Namely, if you can, please send us the entire server installation folder with all the files in it. Also, we need this registry key HKEY_LOCAL_MACHINE\SOFTWARE\Usoris\Remote Utilities . You can export it to a reg file using the Windows registry editor.

You can send the files (or a link to download them) to support@remote-utilities.com.

I think I found the issue. When I enable "Auto import" the next time I restart the server service the address book manager is blank and I can't access my address books. When I don't use "Auto import" or clear the feature quickly after restarting the server service my address books appear and work as expected.

I think there is a bug with applying  security groups/users to an address book in combination with enabling Auto import.

We will test that and try to reproduce. Thanks.

Hello Steven,

Steven Coleman wrote:

Restarting the Admin panel (InternetIdAdmin.exe) never resolves the Address Book issue. Restarting the service (InternetIdService.exe) gives you access to the address books for about about 30 seconds - 1 minute. After that time you can't edit it anymore and it goes blank again if you exit and go back into the address book manager.

The sync breaks as well from the viewer. You can't sign in to the server anymore when the address books show up blank on the server.

Did you restart the actual PC after you installed the server? Also, although you don't have any third-party antivirus software installed on the server machine, Microsoft's Windows Defender may still be running. This is very unlikely that RU Server could be deleted or blocked by Windows Defender (and any other antivirus software for that matter) but still you could check that and add server installation folder to the exceptions.

Thank you. Further questions:

1. Will connectivity restore if you restart the admin panel (InternetIdAdmin.exe) without restarting the service (InternetIdService.exe)?

2. At the moment when this issue occurs do the Viewers keep syncing the address book normally, or does the sync break as well? You can tell if the address book sync works normally in the Viewer by the address book icon - a regular cloud says it's ok, whereas a cloud with an exclamation sign says that there's no connectivity with the sync server or sync isn't possible.

Looking forward to your reply.

Hello Steven,

Approximately how many connections do you have in your address book (books)? I mean the books synced through the server.

Hello Trent,

Thank you for the kind words.

I've noticed the same with the clipboard. It tends to take a fairly significant amount of time for the clipboard contents to transfer even if the amount of data is very small (a website address for example). I have seen it take as long as 10 seconds to transfer those contents.

This is still too much time even for slower connections, especially if small amount of data is being copied. Do you have the same version of Viewer and Host on both ends?

Hello Ed,

Thank you for your post.

Could you make a screenshot of the said screen? You can make a screenshot on an iPhone if you press the Home and Power button at the same time.  Make sure that the screenshot does not contain any personally identifiable information before you post it here.