We thought that we might try something new here by trying to post a log of the previous day's support emails each morning (time permitting). Hopefully, this will help others in the future, searching for answers to issues they encounter with ScreenConnect.
On the development front, we finally tracked down and fixed a UAC CTRL+ALT+DEL issue in the 2.4 pre-release. The pre-release build posted last night (
2.4.2234.4400) contains this fix.
Support Log: 01/19/2012Customer Question:
Quote:I'm trying to install ScreenConnect on my desktop that has XP Professional and my laptop that has Vista, but I keep getting the error message on both systems and they do meet the minimum requirements.
Quote:ScreenConnect setup wizard ended prematurely.
ScreenConnect Setup Wizard ended prematurely because of an error. Your system has not been modified. To install this program at a later time run Setup Wizard again. Click the finish button to exit the setup wizard.
Also, I would also like to know how to setup the email to a different address.
Support Response:
If you can, can you open a command prompt and type
msiexec /i <yourScreenConnectFile.msi> /lv* log.txtAnd then send us the file “log.txt” file from that directory?
Customer Question:
Quote:Hi
I tried to connect as a host to do remote support for a person who was using [Threatfire and Avira] antivirus, and ScreenConnect was considered a threat.
Can you please report this to them to get whitelisted...
Also, it claims that ScreenConnect was “altering safe mode boot settings”.
Is this correct and why is it doing that?
Support Response:
I will see that our guys get with Avira regarding this. Did it allow the session to continue once the user clicked the “All this process to continue”? What version of ScreenConnect are you running? The reason I ask is that we made a change in the v2.3 release in hopes that we would see fewer of these AV issues.
Also, it is my understanding that ScreenConnect will alter the “safe mode boot settings” in order to reboot & reconnect in safe mode but then we discard those changes afterward.
Customer Question:
Quote:Please Help
I am having problem sending email thru screen connect
I was told that I need to edit my configuration file
This is my Exchange information: [Redacted]
Support Response:
You may be able to simply specify your Exchange server in the “Send from server through an SMTP relay server” field on the ScreenConnect Administration page’s Mail tab and then click the “Save Mail Settings” button.
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If that fails, then you’ll likely need to add credentials to the ScreenConnect web.config file in the C:\Program Files (x86)\Elsinore Technologies\ScreenConnect folder on your server. For example:
Code: <mailSettings>
<smtp from="host@screenconnect.com">
<network host="[i]YourExchangeServer[/i]" userName="[i]YourLoginID[/i]" password="[i]YourPassword[/i]" />
</smtp>
</mailSettings>
For a more detailed explanation of doing that, please see the following: HOWTO-0008: Configure advanced SMTP options
Let us know if that works for you.
Customer Question:
Quote:We are looking for a solution to replace our current GoToAssist. I did install the product on a test server in our office. I did conduct a test remote session on my father’s computer but not on any live customers yet. The product looks fine so far. I am trying to adjust our firewall so customers would not have to goto ‘support.cybertools.us:8040/guest’ I am trying to program our firewall with port forwarding so they do not have to enter the port number.
Also, our GoToAssist product expires on 3/22/12. Is there any way we can extend the trial period of your product out to this day and then go live with a paid license on the 22nd? We will be purchasing 2 licenses to start with and may be adding a third.
Support Response:
I will certainly extend your license I will be sending a new license in a few minutes, you will need to delete your existing license and replace with the new one. If you have any errors such as “too many trials” please reboot or stop/start services and you should be fine. If you have any questions or problems you can contact me or support (support@screenconnect.com).
If you have any problems with the firewall changes please let us know.
A few useful links:
Knowledge BaseScreenConnect Forum (we recommend you join the forum if you decide to purchase)
Customer Question:
Quote:I am not using your product. My computer consultant uses it and I thought I also need to download it for him to get on to my computer. Perhaps, as a CPA, I should have an interest in using it for our own clients. Please let me know your thoughts.
Thank you.
Support Response:
We actually do have a lot of CPAs who use our software, its not a huge percentage of our business but I was just on the phone with one the other day helping him upgrade his software. With ScreenConnect you can setup your installation that your customers would connect to so you could see their screens or access their files. I have never talked in depth with one of our accounting/CPA customers but to my knowledge they primarily use it to access files on servers/computers a their customer sites or to access applications where they have sensitive information that they don’t want emailed or posted out on a publically available ftp site.
Since you already have a computer consultant familiar with our product it probably wouldn’t take much for them to help you setup your own installation and get you started with the product. But if you do need help, let us know we would be happy to help. As a self-hosted solution there are lots of cost and branding advantages but there are a few additional steps getting us setup such as port forwarding on your router. This isn’t hard but if you haven’t ever done it before it can be a little confusing.
Let us know if we can help!
Customer Question:
Quote:What do you edit to have the email invitation reflect your IP address in the emailed URL rather than the URL in the host browser bar?
Support Response:
You just add a key to the ScreenConnect web.config file. Have a look at the following KB Article and let me know if that helps:
HOWTO-0011: Use an external website address in email invitationsCustomer Question:
Quote:My trial has gone well, but I am running into one issue. I have had no issue connecting to users on any of our domains; however, I have been unable to connect to a user with only an internet connection (using a broadband card & no VPN). Any suggestions? With that issue resolved we will purchase the full license.
Support Response:
First and foremost, what is the status of your External Accessibility Check on the ScreenConnect Administration page’s Status tab? Based on what you are reporting, it sounds like you may need to forward the ports (by default, 8040 & 8041) from your network firewall to the ScreenConnect server.
Customer Question:
Quote:Is there a way to redirect a remote print job to my local printer.
Support Response:
We do not currently have the remote printing feature, it has been submitted by other customers and in the queue for development but I don’t have a project date of release at this time.
Customer Question:
Quote:We are currently using the screen connect 2.3.2058.4321 version. I tried to install the unattended client on some of our machines and I found that it did not install correctly. After installation, the client was not running and the program could not be found under c:\Program Files . I have included an installation log. Please let me know what could be the problem. Thanks.
Support Response:
From what I can tell, the install seems to succeed but there are errors. I will have one of my engineers take a look the log this morning.
Customer Question:
Quote:I am currently testing your product on different platforms. It seems to work fine when I am connecting to a remote PC but when I try to connect to MAC computers, I have two major problems :
1- Connection is very slow
2- The remote keyboard is not matching the local keybord. For example, I am using a French Windows PC and try to connect to a French MAC computer and it works like the remote computer has a Qwerty Keyboard instead of an Azerty.
Do you have any solution yet or is it a well-known bug ? Haven’t found any similar problems in SC Knowledge Base.
I tried to connect to different MAC computer and faced the same problem.
Thanks in advance for your help
Support Response:
No, that is not a known issue. So both Mac’s exhibited both the slow connection and the keyboard issue? What version of ScreenConnect are you running? What are the versions of the Macs? Is it possible for you and your Mac user to send me screenshots of your current Language and Text keyboard layouts?
