Did someone suggest that these posts were to be "daily"? ;) Also, some cherry-picking of user questions is also allowed...
On the v2.4 pre-release side of things; we are having trouble replicating a problem that's been reported and previously reproduced here, involving RDP session disconnects killing the Unattended Guest Client session. The scenario is something like this:
install Unattended client on a machine via a RDP session (perhaps by connecting the RDP to the console session).
See that the Unattended is connecting to your ScreenConnect server.
Disconnect RDP session and the Unattended client appears to disconnect as well.
If anyone has seen this issue and can replicate it in the current v2.4 pre-release build, please let us know.
Support Log: 01/20/2012 - 01/23/2012Customer Question:
Quote:I know that there are a couple of keys that I can add to the web.config to work around the fact that I cannot browse my ScreenConnect site internally, on my LAN, but I can't find mention of those keys and what they are.
Support Response:
Here are the keys that you can add to your ScreenConnect web.config to force the use of your external URL in Email Sessions (WebServerAddressableUri) and Unattended clients (RelayAddressableUri):
Code:<add key="WebServerAddressableUri" value="http://MyExternalAddress:8040/"/>
<add key="RelayAddressableUri" value="http://MyExternalAddress:8041/"/>
Just add those at the bottom of the rest of the Keys in the <appSettings> </appSettings> section of your web.config.
Customer Question:
Quote:Last night, I moved my ScreenConnect install to a new server and now none of my unattended sessions are connecting.
Support Response:
When you moved IssueNet to your Laptop, did you follow the steps spelled-out in the following KB article?
HOWTO-0014: Moving an installation to a different serverIf you follow the steps in the above article, all should be fine. It sounds like you did not copy your old web.config file over so now your Unattended clients are trying to connect to your server with a public key that does not match up with your private encryption key, found in the web.config.
Customer Question:
Quote:I was trying to install a pdf printer and also an updated print driver on the remote computer that had Windows 7 Pro 32 Bit on a domain. From my computer that has Windows 7 Pro 64 Bit on a domain. I could not see the installation start until the customer would click on it and even after that I could not choose any options for the installation the customer had to follow my instructions on what to do. Lost control to click and could not use the keyboard for button commands or even enter through the default choices.
Support Response:
It sounds like you were hitting a UAC issue; did you try sending a CTRL+ALT+DEL? The way ScreenConnect handles UAC is as follows:
If the remote Guest user is an unelevated administrator, Windows UAC should prompt them for elevation when they start the guest client and join the session, and you should see and be able to control all UAC prompts & elevated management consoles thereafter. If they are not an administrator, we don’t bother to try to elevate, because to elevate, they’d need to type in credentials. You can elevate yourself, however, by sending a CTRL+ALT+DEL from the ScreenConnect File menu. Once you have elevated, ScreenConnect runs as a service and allows you to control all UAC prompts, reboot & reconnect, switch users, etc.
Let me know if that helps.
Customer Question:
Quote:The session today worked fine... only thing to note is that the end user using PCTools ThreatFire still got this message:
>“This program is altering Safe Mode boot settings”
It may be worth us putting a note on your web page saying what’s happening (as you already explained to me) so that people getting this report generated from “PCTools ThreatFire” realize this is expected behaviour, and not the result of a virus or Trojan, and then select the option to allow the process to continue.
Or perhaps this is something that should be reported to PCTools so they can tone down their message and offer extra information about how this might happen as “normal behaviour” when using remote desktop software.
= = =
Unrelated question: do you make or recommend any webinar software package that has no monthly fees? Your slogan, right...
Support Response:
Glad to see everything is working for you and I will make sure we at minimum post this information to our forum about the AV software. I bet the AV program sees that our service when installed is set to startup when in safe mode. I bet that’s it. If so, it’s a little ridiculous it cares. I’m not sure we want to do anything about it. If the machine boots into safe mode for any reason, most customers want to be able to connect with ScreenConnect. Maybe we just need to be “more whitelisted.”
Regarding your other question I don’t know many remote meeting/webinar tools that are self-hosted, but we will be releasing something as part of ScreenConnect probably this summer. The plan is that it will be a major part of our 2.6 release. So maybe if you can find something short term for 6 months or so you can utilize your investment in ScreenConnect to fulfill two needs.
Customer Question:
Quote:Help!
After upgrading AV software on my systems recently, I find that the help feature is no longer available.
Worse, I cannot find an of the documentation I had before, as if any reference to ScreenConnect or Elsinore is missing from my files and email.
Have you had problems with Avast, Comodo or actual malware targeting your products.
This has left me very perplexed.
Support Response:
We haven’t had any problems like you describe with AV software. We sometimes have issues when trying to launch our Host and Guest clients (and we work through those), but we haven’t had any issues in the web piece. Does it happen from all machines? Or do you have multiple machines to try it on? Or does it happen with all browsers? Have you tried Firefox or Chrome?
Customer Question:
Quote:Yesterday, I made a presentation of ScreenConnect to 4 « support technicians » and they talk to me about an important feature of ours current tool (Beam2Support).
Pointer
When remote control is inactive, the viewer can click anywhere on the screen. A pointer will appear for a few seconds on the presenter's computer screen. The viewer can point to solutions even if remote control is inactive.
http://www.beam2support....product/featuresjs.aspx
They mention that in most case, they don’t want to control mouse, but they want to point solution to the customer. 2 of them said that they will prefer current tools if this feature is absent because they do « software support » and not « technical support ».
Do you think that is something possible?
Support Response:
A drawing and pointer utility was submitted recently into our ticketing system. The consensus is that we will look at trying to introduce something along these lines in one of the next few releases but I cannot provide a specific delivery date at this time until we move into the 2.5 project and look at how long the current approved list of priorities will take to implement. We 100% agree that a pointer/drawing utility will be very important as we move into meeting software (probably our 2.6 release this summer). We do our best to communicate future release information as part of our forum, newsletter, and our release history page at (help.screenconnect.com).
Customer Question:
Quote:Thanks for the follow up......I did have a few issues installing and running it, but so far have managed to work them all out. 1 thing I have not worked out yet is a program I use called "SPYBOT", I have to disable the live protection in it to be able to send emails to invite someone to join. Are you familiar with that program?
Support Response:
Have seen the program listed on a few forums but never tried it myself. This could be related to the method you are using to send your email invitations. We provide 3 but the default is the “send from server directly to the email domain SMTP server” this is simple and easy but some AV tools and ISPs may flay it for one reason or another. The other options Send from server through an SMTP relay server or from a rich mail client (Like Outlook) should not cause any problems. If they do please let us know, these articles may help explain the email settings a bit further.
http://help.screenconnect.com/INFO-0011.ashx
http://help.screenconnect.com/HOWTO-0008.ashx
Please let us know.
Customer Question:
Quote:How can you view the elevated permissions prompt on a remote pc?
Support Response:
Quote:To view the UAC prompts you will need to be in “service mode”. If the user is an unelevated admin, they should be prompted to go into service mode at the beginning of the session. If they aren’t an admin, you can elevate yourself with admin credentials. Send a CTRL-ALT-DEL to do this.
Customer Question:
Quote:We are looking to add another URL to point to this server (remotesupport.[...].net). As of right now it is http://[...].net, which will remain also. We have already setup the external IP, pointed the A record and setup the firewall rule to allow access. I don’t see that IIS is running on the ScreenConnect server anywhere and was not part of the initial setup, where can I add/edit something like this? If you need more info, please let me know. Thank you.
Support Response:
ScreenConnect has its own web server. It has a “web.config” file in the installation directory that specifies the WebServerListenUri … Have you already added the IP to the machine? If it’s not just magically working, then in your web.config your WebServerListenUri is probably explicity set to the other [...] host. You can change the reference to remotesupport.[...].net or you can just replace it with a plus sign so it’ll be: http://+:80/ …
Let us know if you need a hand.
Customer Question:
Quote:I had an issue with Screen Connect today. When I attempted to elevate to a service, I received this popup and it would not let me continue.
Quote:Operation 'SystemKeyCodeMessage' not supported.
Thanks
Support Response:
You will get that error if the Guest user is using the ScreenConnect Java client, rather than the standard (for Windows-based systems) .NET client. Here is a breakdown of the differences between the two clients:
INFO-0017: Feature Differences Between .NET and Java ClientsCustomer Question:
Quote:Hello,
Thank you for your email. I installed the ScreenConnect product and I tried to do several remote sessions. It is simple to use and it works good within the campus.
To use it outside the campus, there is a need to open ports. That is a problem for us.
Support Response:
Thank you for the feedback and the information. Yes as a self-hosted remote support solution the only way to make it publically available is via port forwarding, if you like the product but do not want to open ports then another could be working with a Windows VPS provider there are a lot of them these days ranging from companies like ThrustVPS, Rackspace, Hosting.com, and even GoDaddy. There are hundreds more and they range in prices from $15-$50/month.
Customer Question:
Quote:Is there a way to do a reverse screen share between a Iphone and Windows workstation? So I can show de screen of the Iphone on the Windows computer for presentation purposes e.g.
Or a possibility to use the computer as host and take over the Iphone as client?
Thanks in advance
Support Response:
Unfortunately, no; one can only
Host ScreenConnect sessions from an iOS or Android device. Currently those operating systems do not open themselves up to being able to join a session as a ScreenConnect Guest.
Customer Question:
Quote:Can you host this on a Linux box.
Or does it have to be windows
Support Response:
You can host and join sessions from both a Linux and a Mac but the ScreenConnect
server components must be installed on a Windows platform OS.
