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Support Log: 02/14/12 - 02/21/12
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Kat Palacios
#1 Posted : Wednesday, February 22, 2012 5:25:22 PM
Rank: Advanced Member
Joined: 4/19/2010
Posts: 188
Location: Raleigh, NC
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Kat Palacios
#2 Posted : Wednesday, February 22, 2012 5:45:05 PM
Rank: Advanced Member
Joined: 4/19/2010
Posts: 188
Location: Raleigh, NC
Customer wrote:
Is there a way to "clean up" the list of unattended hosts after the unattended software has been removed from the remote machines?


Support Response:
By default, unattended sessions remain on the host list for 24 hours from the time of the last session activity. You can check the time of the last session activity by clicking the Magnifying Glass () icon next to the session. For changing the time after which an unattended session expires, please see HOWTO-0007.
ScreenConnect Team
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Kat Palacios
#3 Posted : Wednesday, February 22, 2012 5:51:10 PM
Rank: Advanced Member
Joined: 4/19/2010
Posts: 188
Location: Raleigh, NC
Customer wrote:
A customer has an old version of the unattended installer running in the system tray, and it's constantly annoying him with the “Waiting to connect” notification. We cannot use the right-click->Exit command, we can't kill it in the Task Manager (it gives an error), and the unattended installer is not listed in the Add/Remove Programs window.


Support Response:
It should be listed in the Add/Remove Programs list as “Elsinore ScreenConnect Guest Client”—do you not see it there? If for some reason it is not there, if you go into services.msc on the machine, you should see an Elsinore ScreenConnect Guest Client (xxxxxxxx). First stop the service and then right-click on it, choose Properties, and copy the full name of the service to clipboard. Then open a command prompt and enter:

Code:
SC DELETE “Elsinore ScreenConnect Guest Service (xxxxxxxx)” [pasting that service name between the quotation marks]


That should remove the service.
ScreenConnect Team
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Kat Palacios
#4 Posted : Wednesday, February 22, 2012 5:54:21 PM
Rank: Advanced Member
Joined: 4/19/2010
Posts: 188
Location: Raleigh, NC
Customer wrote:
Is there somewhere where all connection history is stored?


Support Response:
All of the Session log files are located in the C:\Program Files (x86)\Elsinore Technologies\ScreenConnect\App_Data\Session folder on the server. Removing a machine does not remove the log file.
ScreenConnect Team
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Kat Palacios
#5 Posted : Wednesday, February 22, 2012 5:58:14 PM
Rank: Advanced Member
Joined: 4/19/2010
Posts: 188
Location: Raleigh, NC
Customer wrote:
Is there a log file where you can see how long you were in a session?


Support Response:
If you click the magnifying glass icon next to one of your sessions (), you can see the session log on the host page. See HOWTO-0013.

Also , all of the session log files are located in the C:\Program Files (x86)\Elsinore Technologies\ScreenConnect\App_Data\Session folder on the server.
ScreenConnect Team
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Kat Palacios
#6 Posted : Wednesday, February 22, 2012 6:04:57 PM
Rank: Advanced Member
Joined: 4/19/2010
Posts: 188
Location: Raleigh, NC
Customer wrote:
I upgraded to pre-release 2.4.2290.4421. When I try to connect a session, ScreenConnect tries to run a .jnlp file. I have Java installed, but the .jnlp file does not run. I am using IE9. Why isn't ScreenConnect offering an .exe file?


Support Response:
The problem was that the guest user had only .NET Framework 2.0 installed, and we were checking the user agent string for >/= .NET 3.0. We have changed this in the 2.4 pre-release to look for >/= .NET 2.0, and this problem has been resolved.
ScreenConnect Team
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Kat Palacios
#7 Posted : Wednesday, February 22, 2012 6:12:55 PM
Rank: Advanced Member
Joined: 4/19/2010
Posts: 188
Location: Raleigh, NC
Customer wrote:
Is it possible to create different groups for the unattended computers, and once you create an unattended session is it possible to rename it?


Support Response:
To organize and group, use the "manage session" link just below the unattended table. HOWTO-0019 describes how it works.

The capability for renaming, upgrading, and removing unattended sessions was added to our 2.4 pre-release. See HOWTO-0007.

These buttons may be grayed out by default (depending on your 2.4 pre-release), but you can enable them by modifying your role based security to include that capability. So if you are logged in as admin, go to the admin role on the security tab and add the following permissions:
a. Reinstall Session
b. Uninstall Session
ScreenConnect Team
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Kat Palacios
#8 Posted : Wednesday, February 22, 2012 6:17:46 PM
Rank: Advanced Member
Joined: 4/19/2010
Posts: 188
Location: Raleigh, NC
Customer wrote:
We had a vulnerability scan performed on a ScreenConnect deployment, and the potential problem found is that the SSL server accepts the SSLv2 protocol. Is there a way to force ScreenConnect to only use SSLv3 or TLS 1.0?


Support Response:
You may want to try some of the solutions for IIS7, as we use HTTP.SYS, the same driver it uses. I think you need to make some changes in the registry, as detailed here.
ScreenConnect Team
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Kat Palacios
#9 Posted : Wednesday, February 22, 2012 6:23:56 PM
Rank: Advanced Member
Joined: 4/19/2010
Posts: 188
Location: Raleigh, NC
Customer wrote:
If a user connects to a server and forgets to exit when finished, how can you forcibly end the session so another user can connect?


Support Response:
In 2.4, multiple technicians can join the same session (as documented in INFO-0013), and in 2.5 we are looking for the best way for an admin to kick someone off an unattended session.
ScreenConnect Team
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Kat Palacios
#10 Posted : Wednesday, February 22, 2012 6:28:45 PM
Rank: Advanced Member
Joined: 4/19/2010
Posts: 188
Location: Raleigh, NC
Customer wrote:
Do you have a Mac version?


Support Response:
ScreenConnect can support both you as a technician and your customers running Mac, Windows, or Linux. That said, what you are downloading from our website is the central web application, the manager that organizes the sessions and establishes a location your team and customers can navigate for sessions. That central web application does need to be installed on a Windows machine, primarily because we heavily utilize .NET 3.5. Please see this support response for more information.
ScreenConnect Team
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Kat Palacios
#11 Posted : Wednesday, February 22, 2012 6:35:25 PM
Rank: Advanced Member
Joined: 4/19/2010
Posts: 188
Location: Raleigh, NC
Customer wrote:
I receive this error when trying to install ScreenConnect:

Code:
DEBUG: Error 2738:  Could not access VBScript runtime for custom action


I am running Windows 7 Pro SP1, x64.


Support Response:
Open a command line window as an Administrator (click Start, type cmd in the search box, then right-click on the cmd.exe program and choosing Run as Administrator). Next paste the following in the command line and hit enter:

Code:
reg delete "HKCU\SOFTWARE\Classes\Wow6432Node\CLSID\{B54F3741-5B07-11CF-A4B0-00AA004A55E8}" /f


(More details on this solution here.)
ScreenConnect Team
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Kat Palacios
#12 Posted : Wednesday, February 22, 2012 6:38:29 PM
Rank: Advanced Member
Joined: 4/19/2010
Posts: 188
Location: Raleigh, NC
Customer wrote:
Why do I never see the “Reinstall” or “Uninstall” options available for a connection in the 2.4 pre-release?


Support Response:
For the Uninstall/Reinstall options, it may be that you do not have the role permissions to do that. See INFO-0021 for more information.
ScreenConnect Team
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Kat Palacios
#13 Posted : Wednesday, February 22, 2012 6:40:54 PM
Rank: Advanced Member
Joined: 4/19/2010
Posts: 188
Location: Raleigh, NC
Customer wrote:
Is there a known issue when a session is initiated from an RDP session and the RDP window is minimized, the host loses the connection too?


Support Response:
Yes, that is a known issue. RDP tends to mess with other screen sharing software (ScreenConnect included) and, while we’ve managed to work around some of the problems presented by RDP connections, that one (where minimizing the RDP session takes away the ScreenConnect user’s ability to do anything further) is one that we’ve yet to find a way around.
ScreenConnect Team
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bigdessert
#14 Posted : Thursday, February 23, 2012 4:41:14 AM
Rank: Advanced Member
Joined: 9/14/2010
Posts: 460
Location: Minnesota
Kat Palacios wrote:
Customer wrote:
Is there a known issue when a session is initiated from an RDP session and the RDP window is minimized, the host loses the connection too?


Support Response:
Yes, that is a known issue. RDP tends to mess with other screen sharing software (ScreenConnect included) and, while we’ve managed to work around some of the problems presented by RDP connections, that one (where minimizing the RDP session takes away the ScreenConnect user’s ability to do anything further) is one that we’ve yet to find a way around.


Just to add onto this.

Every other single screen sharing application I have ever tried has this same limitation. It seems to me like no one can get around it.
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Kat Palacios
#15 Posted : Friday, February 24, 2012 1:46:44 PM
Rank: Advanced Member
Joined: 4/19/2010
Posts: 188
Location: Raleigh, NC
Bonus question!

Customer wrote:
How much bandwidth does ScreenConnect use for unattended machines while they are sitting and waiting?


Support Response:
It is negligible; 1000 machines would consume about a kilobyte a second.
ScreenConnect Team
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