Support Log: 01/25/2012Customer Question:
Quote:When I use the Send file / Receive file feature, the file gets a new "modified date" that correspond to the time when the file was successfully received /sent. Is there a hack to get the system to use the modified date time the file originally had?
Support Response:
There is no hack via ScreenConnect to reset the Modify Date on the files but you could use some freeware program such as BulkFileChanger to do that. I will register a change request in our system that we leave that date as is.
Customer Question:
Quote:we are running the latest Beta-Release 2.4.2234.4400. We still have trouble with the ScreenConnect-Services - after an ASP.NET Excpetion ("Exception: System.NullReferenceException") the screen connect services shut down and we have to restart them.
If you think this could be an issue of the Beta-Relase we would "downgrade" to the latest stable release. Is this possible, or to we have to make a clean new install?
Support Response:
That is a bug. It should be fixed in the next v2.4 pre-release build that is posted in our site. Unfortunately, there is no way to "downgrade" from a beta--you must do an uninstall and then install the last stable build. If you decide to do that, you must be sure to make a backup of your ScreenConnect folder before uninstalling so that you can copy your web.config file over to the new install and not lose your unattended sessions.
(Note: The above should have been addressed in the
2.4.2248.4406 pre-release build.)
Customer Question:
Quote:I am currently running the evaluation for screenconnect and find it very useful! One question before finalizing purchase.
The FILE > BLANK MONITOR command displays “ScreenConnect” on the remote monitor. Can this text be edited to include additional information? I tried changing “Client.ApplicationTitle” field, which did not work.
If this is the correct field, must it be set before building an Unattended installer?
Support Response:
It is the “Client.ApplicationTitle” resource string; did you remember to click the Save Appearance Settings button at the bottom of that tab?
Customer Question:
Quote:We are currently having problems connecting via a 'Attended Session' or via a 'Unattended Session' using Screen Connect when trying to connect to a Windows 2008 R2 Domain Controller or Member Server in a Windows 2008 Domain.
The Screen Connect icon appears in the notification area, however it loops around saying 'Connecting...' and 'Waiting for Connection...' and never ever establishes a connection.
The Servers are all fully Windows Updated and are on the latest Service Pack, Screen Connect version is 2.3.2058.4321.
Support Response:
The above issue was addressed in a support session and turned out to be an issue with how ScreenConnect was handling an NTLM authentication rejection from the user's proxy. We hope to have a fix for this issue in the next v2.4 pre-release build.
Customer Question:
Quote:Is there a way to hide the status icon that shows on the right side of the windows task bar?
Support Response:
That’s part of Windows use model so we don’t try to bypass that on our end. That said you can click on the triangle or right click on the area of the icons and choose Customize. Under that you can choose if an icon should be shown, hidden, or only shown when there is a notification.
Customer Question:
Quote:I also have one more question:
If we choose to purchase your product, is the purchase considered lifetime? I notice that the license currently has an expiration date
on it. Just want to make sure that there are no recurring costs associated with it.
Support Response:
The license is a one-time purchase which comes with 12 months of software updates and support. At the end of that period you can take the last available software build and your license and use it for as long as you like. If you would like to continue receiving support and software updates we do provide an upgrade option which is 20% of equivalent license price for another 12 months of software updates and support. Your current license (probably a trial) does have an expiration because our trials are for 30 days and come with two available concurrent sessions.
Hope that helps but if you have additional questions please let us know.
Customer Question:
Quote:Curious to know if you intend to make an unattended installer for Linux…
I may supporting some machines remotely that could benefit from that capability.
Support Response:
We don’t have an actual installer for Linux but we do have a procedure by which an unattended connection can be established. I’m not a Linux expert but some of our customers tell me that this method is often preferred when dealing with Linux:
http://forum.screenconnect.com/yaf_postst439_Linux-Unattended.aspxCustomer Question:
Quote:I am the happy owner of one screenconnect, and i juste have a customer which get the following error when trying to launch the remote application. the error is the same with clickonce or downloading the exe and running manually
Quote:ERROR SUMMARY
Below is a summary of the errors, details of these errors are listed later in the log.
* Activation of http://[...].ch:8040/Bin/Elsinore.ScreenConnect.GuestClient.application?y=Guest&h=[...].ch&p=8041&k=BgIAAACkAABSU0ExAAgAAAEAAQDX8TXH%2BU30vCuLrkWn%2ByIRNMRr5wOjdcInBHLVooT9tAVM9fySfDTKfnzVNCT99WxDCbYz8ShZ2CBZPX40psUL42rsTVfGWolEtTSueK0ZBxkZf3Y3kk3BvOyqAlbUudbcDPgaY%2B%2Bp62PpscBXENh%2FmFSxr5%2Fr9YDoZQP%2FrRIjVRBsSvTVHnuzN4Jn5pW8bZmOTcfQldBxnsQuClF9kPsQw7dcEwDlGJR1T1HFZZH6zRDMrjqpJ0FVFF6EX5cKx0qt%2ByRmbs0r5LwQkH0b5fURhSf7F%2FsntrqGEFnG06FBPua6q1CyGm2GqNPAvxmMoXRx17ZMJekvKOXY0tIyet%2FK&a=ScreenConnect&s=9cdcfd35-e04c-4d20-86fb-ed5e3cdd6ee6&t=Administrator resulted in exception. Following failure messages were detected:
+ Le fichier spécifié est introuvable. (Exception from HRESULT: 0x80070002)
ERROR DETAILS
Following errors were detected during this operation.
* [25.01.2012 08:26:24] System.IO.FileNotFoundException
- Le fichier spécifié est introuvable. (Exception from HRESULT: 0x80070002)
- Source: System.Deployment
- Stack trace:
at System.Deployment.Internal.Isolation.IsolationInterop.GetUserStore(UInt32 Flags, IntPtr hToken, Guid& riid)
at System.Deployment.Application.ComponentStore..ctor(ComponentStoreType storeType, SubscriptionStore subStore)
at System.Deployment.Application.SubscriptionStore..ctor(String deployPath, String tempPath, ComponentStoreType storeType)
at System.Deployment.Application.SubscriptionStore.get_CurrentUser()
at System.Deployment.Application.ApplicationActivator.PerformDeploymentActivation(Uri activationUri, Boolean isShortcut, String textualSubId, String deploymentProviderUrlFromExtension, BrowserSettings browserSettings, String& errorPageUrl)
at System.Deployment.Application.ApplicationActivator.ActivateDeploymentWorker(Object state)
Support Response:
It sounds like their ClickOnce directory got corrupted. This can happen if an AV or another program deletes a file from the directory, or sometimes it just seems to happen randomly (and we curse ClickOnce). Try deleting the <UserProfile>/AppData/Local/Apps directory in their profile. That should fix it. Sorry for the inconvenience.
Customer Question:
Quote:Here is a semi annoying problem that I have now run into with both 2.3 and 2.4:
We currently run ScreenConnect 2.3 on a Windows 2008 R2 server. I've bound a UNT CA SSL cert to https://[...].edu using this HowTo:
http://help.screenconnect.com/HOWTO-0004.ashx
The specific command:
netsh http add sslcert ipport=0.0.0.0:443 certhash=<private hash> appid={00000000-0000-0000-0000-000000000000}
When the machine is rebooted, the command, "netsh http show sslcert", shows the binding to still be in effect, but the website is inaccessible.
If I unbind the cert with the command, "netsh http delete sslcert ipport=0.0.0.0:443", and rebind it, the problem is resolved until the next reboot.
I could bandaid this but I would like to not have it as a problem. Any ideas as to what is causing it?
Support Response:
This sounds like it may be the issue:
http://social.msdn.micro...4de5-80d5-d2231ba8bcb1/
Do you see any of those errors in the event log? Sounds like the private key was stored in the wrong place because of how the MMC snap-in worked. Is this possible?
Note: The issue referenced above, in the Microsoft link, did, in fact, turn out to be the problem. Here is the user's response:
Quote:This was exactly the problem. Exported the cert with the private key and reimported it. Error resolved. Drag and drop in the Certificates MMC snap-in evidently doesn't change the physical path of the cert, but importing it does.
Customer Question:
Quote:I had to have an IT technician come in and port the router settings to the computer but that has now been setup.
We had purchased this software so that employees could log in remotely to the server and upload and download work.
We are having problems with log in to the http://server-pc:8040 website from remote locations.
Are there any instructions which step you through the remote log in process?
Support Response:
http://server-pc:8040 is an internal, LAN, address and is not accessible outside your network. If you go to the ScreenConnect Administration page’s Status tab, the Browser Check should warn you of this. If, on that same tab, you expand the External Accessibility Check, you will see an external address listed; that address would be the one that your users use to connect from outside the LAN.
Please let me know if that doesn’t help.
Customer Question:
Quote:Faulting application name: Elsinore.ScreenConnect.GuestClient.exe, version: 2.3.2058.4321, time stamp: 0x4eaebad9
Faulting module name: KERNELBASE.dll, version: 6.1.7601.17651, time stamp: 0x4e21213c
Exception code: 0xc06d007e
Fault offset: 0x000000000000cacd
Faulting process id: 0xabc
Faulting application start time: 0x01ccdb35c0bfd4c6
Faulting application path: C:\Program Files (x86)\ScreenConnect Guest Client\Elsinore.ScreenConnect.GuestClient.exe
Faulting module path: C:\Windows\system32\KERNELBASE.dll
Report Id: ffd45e5e-4728-11e1-b905-005056840026
For more information, see Help and Support Center at
On a W2008 server I get this message. The client is not down. What does this message mean?
Support Response:
We’re not aware of that one. Likely the client crashed and auto-restarted. Unfortunately it is a “native” error and we didn’t’ get any useful information from what you sent, and I’m not sure we could even get much if we debugged. How many of these events are there? What are the values for these items in task manager? : private memory, cpu time, handles … you may have to go to View->SelectColumns
Customer Question:
Quote:Another question, is it possible to run following configuration:
> ScreenConnect WebServer (Port 80) is running on Machine A (static
> IP-Address, www.[...].de/remotesupport) ScreenConnect RelayServer
> (Port 443) is running on Machine B (dynamic IP-Address,
> [...].dyndns.org)
Background: Port 443 is already in use for our Exchange-Server, and we have to use standardport 80/443 so we dont have to make Firewall-Changes at our customers who usually dont want that...
Support Response:
It would be much easier for you, if you could assign an additional IP to that one machine and then you bind the services to that IP address. Is this not possible?
Customer Question:
Quote:Can this software allow multiple people (say 15) to sign in and watch a presentation hosted my one person?
Support Response:
First thanks for taking a look at ScreenConnect. What you are referring to we call remote meeting or remote presentation, we currently focus strictly on remote support and remote access capability which is primary 1:1 or possibly multiple techs looking at one computer. We are working on our remote meeting capability and will probably have it available around the Jun-July timeframe.
Please let me know if you have any additional questions I can assist with.
Customer Question:
Quote:We are about to start testing your software but just before we go ahead with it can I confirm few details please. On your website you say you support mobile devices, does it give us opportunity to control them remotely like with LogMeIn rescue for example? Also is there cost on software support and upgrade if we for example would like to bring it in house?
Support Response:
First thanks for taking a look at ScreenConnect! To answer your question, ScreenConnect mobile support is currently focused on allowing technicians to use their mobile devices to support their customer’s computers or servers. We would love to introduce the ability to remote into mobile devices unfortunately most do not allow you to view and/or control the device remotely. You mentioned LogMeIn they do have the ability to chat, pull information about the device, and transfer files with Android and iOS but they cannot view or control the screen of the device. Both of those operating systems (iOS and Android) specifically restrict that capability and will not allow apps on the marketplace that can do that. That said if the devices were jailbroken or rooted there is a bit more opportunity there but since most consumers don’t do that we have not tried to go after that market heavily. We are looking at Windows 8 now and Windows 7 mobile to see what is possible so maybe with one or both of those we will have a mobile app for clients in the near future. If the position with Android or iOS changes we will certainly release an app for those devices as well.
Regarding your other question with a license purchase you receive 12 months of software updates and support. After that period you can continue to use the last software build and your license for as long as you want. If you would like to continue receiving software updates you can do this by upgrading your license, the cost is 20% of the equivalent license price (roughly $60/license) and you would receive another 12 months of updates and support.
Customer Question:
Quote:Can you offer some advice, when trying to join a session from OS X 10.7.2, I receive an Application Error - Unable to launch the application with the following exception text. Java appears to be version 14.1.0. Screenconnect is 2.4.2248.4406
Quote:java.lang.NullPointerException
at java.io.File.<init>(File.java:305)
at com.elsitech.screenconnect.client.Client.initialize(Client.java:103)
at com.elsitech.screenconnect.client.Client.create(Client.java:95)
at com.elsitech.screenconnect.client.Program.main(Program.java:36)
at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:39)
at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:25)
at java.lang.reflect.Method.invoke(Method.java:597)
at com.sun.javaws.Launcher.executeApplication(Launcher.java:1914)
at com.sun.javaws.Launcher.executeMainClass(Launcher.java:1847)
at com.sun.javaws.Launcher.doLaunchApp(Launcher.java:1609)
at com.sun.javaws.Launcher.run(Launcher.java:138)
at java.lang.Thread.run(Thread.java:680)
Launch file
<?xml version="1.0" encoding="utf-8"?>
<jnlp codebase="http://help.tanist.co.uk/">
<information>
<title> Guest Client</title>
<vendor>Elsinore Technologies Inc.</vendor>
<icon href="Images/WebStartIcon.png" />
<icon kind="splash" href="Images/WebStartSplash.png" />
</information>
<security>
<all-permissions />
</security>
<update check="always" />
<application-desc>
<argument>?y=Host&h=help.tanist.co.uk&p=8041&k=BgIAAACkAABSU0ExAAgAAAEAAQC7hMTqDjnEvSLTzozFP%2Flb7V%2Ba0PmMywl0z8pUCK7DPWaIfVTBeRqqwzUafz%2Fh9UG811GenpZQeoYh4GqFKsjeuplz%2BDijpJJcrOz8BqleoERrSG9Om6iJp9wEcf%2B01%2Bp6FbRs7%2FOikCVMIdy09BUtdRaRfepKIDpLJbVwXPFVHgyjFj64QTSOYwHxlJ%2FhYTWPA1FyvDIbUzDS%2ByIBCqUDhkNkST43a5Ara1vRlzJsz5YuS7rpT%2F4HH2sxJrpzC8zP%2FuFAnwvHeGrIi0J5EkXF2Py1eMCEySHknPfMcq7N98owCOc%2F7obq3UgsZ8%2FbtAaejF6r9K7xHQIM6%2BgOsZnP&a=&s=5c663d39-d95e-4b00-9b7c-2c46d95ecf5a&t=1234&n=sezOrgIXVGFuaXN0IENvbXB1dGVyIFN5c3RlbXMBkXjZfrOK4M8RGcdd0Tl9Rs%2BqFV9K1NdCcMWtuId5qJ4%3D</argument>
</application-desc>
<resources>
<j2se version="1.5+" initial-heap-size="32m" max-heap-size="512m" />
<jar href="Bin/Elsinore.ScreenConnect.Client.jar" />
<jar href="Bin/Elsinore.ScreenConnect.Core.jar" />
</resources>
</jnlp>
Support Response:
It looks like the problem here is that your Client.ApplicationTitle is empty. If you go to the ScreenConnect Administration page’s Appearance tab and set a value for this Resource String, it should resolve the issue. (Note that you don’t have to use “ScreenConnect”—it can be your company name or whatever.)
We will do some checking into this to see if we can’t handle that a bit better in the future.
Let me know if you have any problems.
Customer Question:
Quote:We have it up and running thanks. It would be great if we could control Android, iPad/iPhone as well as host sessions from these devices.
Support Response:
First thanks for taking a look at ScreenConnect! Reid dropped your email over to me because he knows in sales I get similar questions all the time. ScreenConnect mobile support is currently focused on allowing technicians to use their mobile devices to support their customer’s computers or servers. We currently support both Android and iOS and are looking at other operating systems now.
We would love to introduce the ability to remote into mobile devices, unfortunately the big guys do not allow you to view and/or control their devices remotely. Some remote support companies provide the ability to chat, pull information about the device, and transfer files with Android and iOS but they cannot view or control the screen of the device. A few companies go as far as to allude to this capability but then in the fine print they say if the software is installed by the manufacturer, jail broken, or rooted. We are currently looking at Windows 8 and Windows 7 mobile to see what is possible so maybe with one or both of those we will have a mobile app for clients in the near future. And if the position with Android or iOS changes we will certainly release an app for those devices as well.
Hope this helps.
Customer Question:
Quote:I have installed the product but I haven't really had time to conduct reasonable remote sessions. I purchase rss support remote support software a few months ago and I can tell you screen connect works much better, so far. I hope I get enough time to try out before the end of the trial ( a week or two ). Will try to integrate it into the website I am currently building.
I will get my employer to purchase a licence, so I'll have more time to test it before purchasing a corporate licence for a business idea that I have.
Until then, I hope a few of the feature request from the members will be integrated, such has billing, paypal check out, ability to assign certain unattended sessions by tech, on-server toolbox etc.
Can I possibly have an idea of the new feature that will be integrated in the next official release ?
Thank you for your time !
Support Response:
First thanks for taking a look at ScreenConnect! We are always happy to help so if you do need a bit more time on your trial please contact
sales@screenconnect.com and they can help you out with that.
Regarding your other questions and feedback:
1. The billing and PayPal integrations we are going to look at to see what can be done. Like most things with ScreenConnect the integration is probably pretty simple but the details are very important. We will be starting a post just on billing soon to assess the actual needs versus how many people just need help integrating PayPal to their site or some sort of auditing and receipt generation.
2. Assigning session by tech is available today, it is managed via role-based security and manage session groups. I am providing those knowledge base articles here:
a.
http://help.screenconnect.com/INFO-0019.ashx b.
http://help.screenconnect.com/INFO-0021.ashx3. Toolbox on server is definitely coming just trying to figure out which build. Most likely 2.5 but want know that for a few weeks.
4. Regarding what is coming down the road, I cannot confirm what is in 2.5 or 2.6 100% until we get further into development (we try not to promise until we see it working) but here are a few of the things at top of list:
a. Automatic screen recording
b. Recordings stored to server location (possibly cloud location)
c. New recording format with possible tools to help export, search through, etc
d. Ability to control what features a tech has access
e. Ability to request and store login info for guest machine for specified period
f. Remote presentation/meeting capability
g. Improvements to Mac/Linux support
h. Improvements to Mobile support (iOS and Android….maybe Windows)
i. Looking at also (drawing tools, remote printing, and improvements to unattended session management/filtering)
Oh and custom toolbox is pretty high on the 2.5 list as well!
Customer Question:
Quote:I just downloaded and installed the trial version. I set up a session with a code to be entered but when the remote person enters it, it says code not found? Tried several times.
Support Response:
It looks like you copied the code from our KB article on embedding ScreenConnect in an iFrame on your site. That URL, however, needs to be changed from live.screenconnect.com (our site) to whatever is your external DNS or IP address.
Customer Question:
Quote:I should of ask this before purchasing. What can I do to have one portal in french and one english. This is very important. Can I have two seperate server hosting each their respective language ?
Thank you for your time.
Support Response:
There are a few ways this can be done, it’s a bit outside what our support team typically answers so our developers answers questions like this via our forum. Here are a few forum posts that walk through how it could be done. If you don’t see what you need please post into the forum and one of our developers will respond ASAP.
http://forum.screenconnect.com/yaf_postst132_Multi-Language-Support-for-Guests.aspxhttp://forum.screenconnect.com/yaf_postst568_Multiple-Language-support-on-Guest-page.aspxIf we can assist with anything else please don’t hesitate to contact us.
Customer Question:
Quote:I want to connect from my galaxy tab to win7 desktop, what do i need on my tablet running android
Support Response:
Once you have your ScreenConnect installation up and working so that you can connect from say your computer to a system off your network its real easy. Just go to the marketplace, download the ScreenConnect app, and then navigate to your ScreenConnect installation via your browser on the Galaxy, and then you will be good to go. Here are a few reference materials for you:
1. Getting Started Guide:
http://help.screenconnect.com/GettingStartedGuide.ashx2. YouTube Video on installing Android app:
http://www.youtube.com/watch?v=vNDdJYvC7jw
