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Support Log: 01/27/2012 - 01/31/2012
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Kat Palacios
#1 Posted : Wednesday, February 08, 2012 1:57:09 PM
Rank: Advanced Member
Joined: 4/19/2010
Posts: 196
Location: Raleigh, NC

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Kat Palacios
#2 Posted : Wednesday, February 08, 2012 2:04:48 PM
Rank: Advanced Member
Joined: 4/19/2010
Posts: 196
Location: Raleigh, NC
Customer wrote:
Your program is cool. There is only one thing we would like to change.
- Is it possible to disable "login“ from the guest screen, and is it possible to use Windows domain names/passwords for authentication when logging into my host profile?


Support Response:
The guest page is completely customizable from either our Administration/Appearance Tab or via manual customizations to the CSS files. Many of our customers who don’t want the login link will go to the Administration/Appearance tab and delete the text for this resource field: LinkPanel.LoginText.

Now if you just delete the text, your technicians and administrators will need to know they should login by adding /login or /host to the URL. So, for example, one of my test installations I access locally via http://support.mycompany.com (only available on my network) I removed the Login link there, so when I want to login I would type http://support.mycompany.com/login or /host. This forum post also outlines how you can do it by modifying the css file: Suppress Login Links/Header on Guest Page.

Your next question was about using Windows Authentication for the login, and yes, we fully support this. You can enable this via the Administration/Security tab. Our KB article, INFO-0011, talks about this a bit, but if you have additional questions please let us know. You can always post to our forum, or for anything more technical please email support@screenconnect.com.
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Kat Palacios
#3 Posted : Wednesday, February 08, 2012 2:11:40 PM
Rank: Advanced Member
Joined: 4/19/2010
Posts: 196
Location: Raleigh, NC
Customer wrote:
I have a hosted version of Windows Server 2008 on Amazon’s EC2 service. I am trying to configure ScreenConnect to work on this server, but the External Accessibility Check and Browser URL Checks are failing. Below are the errors I am getting:

External Accessibility Check:
Web Server Test URL: http://[...]:8040/
Web Server Error: The operation has timed out
Relay Test URL: relay://[...]:8041/
Relay Error: Unable to connect within allotted time.

Browser URL Check:
Browsable: False
Your URL: http://[...]:8040/Administration.aspx?Tab=0
Possible URLs: http://[...].78:8040/Administration.aspx?Tab=0
http://[...].amazonaws.com:8040/Administration.aspx?Tab=0

In the troubleshooting tips, it recommends configuring port forwarding on the router. How can I configure it in this environment?


Customer follow-up wrote:
I figured it out. You need to add an inbound custom TCP rule in Security Groups in the EC2 console for ports 8040 and 8041. It works like a charm once you do that.


Support Response:
Great so everything is working correctly on EC2? That good to hear, I know the guys here were doing some testing but I haven’t personally looked into it myself. Thanks for the feedback.
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Kat Palacios
#4 Posted : Wednesday, February 08, 2012 2:20:43 PM
Rank: Advanced Member
Joined: 4/19/2010
Posts: 196
Location: Raleigh, NC
Customer wrote:
Is ScreenConnect optimized to run well on an EC2 Micro Instance like SimpleHelp? (I am looking to evaluate both products since they seem to be the two closest competitors in this space.)


Support Response:
Ironically enough, just got off an email with a customer who said he was using it on EC2 and it worked great. He said the only thing he had to do after installing was:

Quote:
You need to add an inbound custom TCP rule in Security Groups in the EC2 console for ports 8040 and 8041. It works like a charm once you do that.
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Kat Palacios
#5 Posted : Wednesday, February 08, 2012 2:27:16 PM
Rank: Advanced Member
Joined: 4/19/2010
Posts: 196
Location: Raleigh, NC
Customer wrote:
I am with Fatcow web hosting service, and according to them I can't make my ScreenConnect IP into an URL (ex: support.mydomain.com). If I can get that to work I will buy a ScreenConnect license. Thank you for your time!


Support Response:
I am not familiar with FatCow’s policies but it seems odd that you can’t add a subdomain for your site. If that’s the case, however, you could just add a page to your site and embed ScreenConnect into that page. Please see the following and let us know if that helps: HOWTO-0005: Customize ScreenConnect for your company.
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Kat Palacios
#6 Posted : Wednesday, February 08, 2012 2:51:22 PM
Rank: Advanced Member
Joined: 4/19/2010
Posts: 196
Location: Raleigh, NC
Customer wrote:
I'm considering ScreenConnect but have a couple of questions.

1. Can it be used for demonstrations and training? As well as remote support
I require a client to be able to see my screen (or preferably a single
application). If so, how many clients at a single time can this work with (e.g.
for training several customers at the same time)? Also is it possible to flip
between controlling the client's computer and them being able to view mine?

2. I currently use Teamviewer but their upgrade to recent versions is very
expensive. How does ScreenConnect compare speed wise and function wise?


Support Response:
Thanks for the questions, I will do my best to give you clear answers for each but if I miss anything please let me know.

  1. We currently provide hosts the ability to reverse screen share with the other person. But this is currently on a 1:1 basis, or multiple hosts to one end-user. Full remote presentation where you would have one person sharing with many is something we are working on now and plan to have available in June/July timeframe.
  2. The flipping from their control to show them your screen is the reverse screen share I mentioned previously…so yes this is possible.
  3. Typically speaking it should be as fast if not faster because the central web application now sits on your own network and data does not flow from your client to a server somewhere else and then to you. Now in some cases Teamviewer will put you on a peer-to-peer, utilizing super nodes like Skype does, to assist the connection. In those cases the speed should be similar between the two products. Function-wise the big differences are:
    1. TeamViewer does offer the full remote presentation (we have not released that yet).
    2. We have a centralized web application and on-demand client deployment which greatly reduces the footprint and splintered approach of having clients for remote support, client for presentation, and administration client, etc.
    3. The standard features such reboot and reconnect into normal and safe mode, chat, screen recording, managing UAC, file transfer, and more both companies provide.
    4. We provide a bit more branding and customization options.
    5. Our administration and navigating of the software is often noted by customers as being cleaner and less confusing.


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Kat Palacios
#7 Posted : Wednesday, February 08, 2012 2:59:40 PM
Rank: Advanced Member
Joined: 4/19/2010
Posts: 196
Location: Raleigh, NC
Customer wrote:
I currently have one question: isn’t it possible to make folders and subfolders to arrange customers by categories or cities for example ? Can this be done with filters?


Support Response:
Currently the only method is via filters; this allows one level of folders but not subfolders at this time. This was an area that we released over the past few builds and plan on revisiting in a coming release.
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Kat Palacios
#8 Posted : Wednesday, February 08, 2012 3:05:51 PM
Rank: Advanced Member
Joined: 4/19/2010
Posts: 196
Location: Raleigh, NC
Customer wrote:
I was actually trying to figure out how ScreenConnect integrates into the Active Directory. Unfortunately I could not find any documentation on that part.


Support Response:
The Active Directory and Windows Authentication integration is pretty straightforward and documented in INFO-0011: The Administration Page.
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Kat Palacios
#9 Posted : Wednesday, February 08, 2012 3:27:39 PM
Rank: Advanced Member
Joined: 4/19/2010
Posts: 196
Location: Raleigh, NC
Customer wrote:
We have the software installed on a Windows 2008 hosted server, The URL for login etc is on an HTTPS site (so passwords, etc. are encrypted) this is done by adding /screenshare/ onto the URL in the web.config page.
We then have the Relay working on port 80 on an alternative IP address - we set this way thinking it would bypass firewall issues, but it seems that some firewalls (ISA being the main one) seem to block the traffic (as it sees it isn't HTTP) - do you know if this is the case if we changed this port to HTTPS? (we can get round the problem by disabling the packet inspection in ISA - but we don't control all sites that we need access for)? Do we then need to assign an SSL certificate to this port as per your instructions (would a self signed one suffice, or would we need to purchase one)?

Also - if we change the appearance etc, using the admin page, the site falls over (and I think we have to put a web.config file back. The preview doesn't appear to work (instead, it shows the root of the web page in IIS) - probably something I have configured incorrectly - but if you have any pointers? Below is the web.config file which may show my error.


Support Response:

With a DPI firewall, you may hit the same problem running the Relay on 443, if the firewall restricts traffic on that port to SSL-only. Unfortunately, though, there is no way to SSL the Relay service.

In what manner does ScreenConnect fall over after you add your changes—does the site just not load? Would it be possible for you all to send us all the customizations that you are trying to add to the Appearance tab, so that we can try to identify what might be causing the problem?
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Kat Palacios
#10 Posted : Wednesday, February 08, 2012 3:35:54 PM
Rank: Advanced Member
Joined: 4/19/2010
Posts: 196
Location: Raleigh, NC
Customer wrote:
Would you please verify if core 2.4.2234.4400 has problem with transferring files? Before I was able to drag/drop, but now nothing happens.


Support Response:
There is a bug with the drag & drop in the 2.4.2234.4400 pre-release build. I would expect this to be fixed in the next build. The copy/paste does not appear to be affected by this problem.
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Kat Palacios
#11 Posted : Wednesday, February 08, 2012 3:40:09 PM
Rank: Advanced Member
Joined: 4/19/2010
Posts: 196
Location: Raleigh, NC
Customer wrote:
There was/is an issue with disconnected sessions and public keys as I reinstalled with different parameters, but the GPO-deployed software did not seem to connect. I am checking redeploying with the installer from the new installation.


Support Response:
Thanks for your response. While I can’t say that I know much about deploying via GPO, and it is not something that we actively support, I do know that some of our customers have successfully done this. Please let us know how your redeployment goes. If you run into problems again, I would suggest that you post something on the Advanced Customization section of our User Forum so that one of our engineers or power users can weigh-in on how they’ve done this.
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Kat Palacios
#12 Posted : Wednesday, February 08, 2012 3:46:43 PM
Rank: Advanced Member
Joined: 4/19/2010
Posts: 196
Location: Raleigh, NC
Customer wrote:
Will ScreenConnect work on a satellite internet connection? Round-trip latency is 1 second.


Support Response:
It should work fine as long as you don’t have much (or really any) packet loss. Retransmits can really bog things down over those high-latency connections. If you have packet loss, other apps will slow to a crawl also. I’d test it though. Hope this helps!

Customer Follow-up wrote:
I tried the satellite service with ScreenConnect yesterday. Its only a little worse than a 21Kb dial-up connection that we have been using before the satellite.

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Kat Palacios
#13 Posted : Wednesday, February 08, 2012 3:54:04 PM
Rank: Advanced Member
Joined: 4/19/2010
Posts: 196
Location: Raleigh, NC
Customer wrote:
One question about HOWTO-0007:

In section 2.1.1 there is example of what to add to web.config to define relayaddressuri

It says “…add the following entry in between the and tags:” Should that be appSettings tags?

Also, if my server is at http://[...]:8040 would the value=”relay://[...]:8040/” be correct?


Support Response:
That would be “between the appSettings tags”—sorry about that! The value would actually be value=”relay://[...]:8041/” That said, because you can access that http://[...]8040 address internally, there is really no need for you to add that key.
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Kat Palacios
#14 Posted : Wednesday, February 08, 2012 4:00:15 PM
Rank: Advanced Member
Joined: 4/19/2010
Posts: 196
Location: Raleigh, NC
Customer wrote:
I was wondering when the 30 day trial starts. Is it as soon as you sign up, or is it when you activate the key?


Support Response:
It does start from the day you download, but if you need additional time just give us a call or drop us an email and we will take care of extending the trial out for you.
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Kat Palacios
#15 Posted : Wednesday, February 08, 2012 4:02:53 PM
Rank: Advanced Member
Joined: 4/19/2010
Posts: 196
Location: Raleigh, NC
Customer wrote:
One feature I think would be nice would be to allow multiple remote connections to the same desktop. This way two techs can share what they are doing on a remote system.


Support Response:
That capability is available via our 2.4 software build, and here are a few YouTube videos that document the process:





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Kat Palacios
#16 Posted : Wednesday, February 08, 2012 4:05:04 PM
Rank: Advanced Member
Joined: 4/19/2010
Posts: 196
Location: Raleigh, NC
Customer wrote:
I was wondering if there is a way to hide the last names of our users so that they’re not visible when hosting a session. I notice that they show up on the guest's computer when they connect.


Support Response:
The only way to do this would be with a change in the Active Directory itself (or use Forms Authentication and set up the Users by first name only).
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Kat Palacios
#17 Posted : Wednesday, February 08, 2012 4:12:16 PM
Rank: Advanced Member
Joined: 4/19/2010
Posts: 196
Location: Raleigh, NC
"Customer" wrote:
Do you have an API to link, for example, the local server to a CRM, a homemade PHP application, or teambox.com?


Support Response:
We have not done any APIs primarily because that would actually limit the capability of the product. We provide you full access to the software components and, with your own code signing certificate, you can add your own plugins or scripts to do basically anything you want including these items below:

  • Exporting log files to Help Desk Tool
  • Kicking off sessions based on ticket status or prompt from help desk tool
  • Creating your own features in the software
  • Or customizing the branding further

This YouTube video shows an example of a customization:


Our advanced customization section of our forum has ideas and code samples for many of these things. That said we are looking at modifying and exposing more components that would allow customers without their own code signing certificate the ability to do more with the product. We are testing integrations with a half-dozen or so tools now, and based on what we learn from those we will probably do a build with some customized extensions/hooks built in for easy scripting.
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Kat Palacios
#18 Posted : Wednesday, February 08, 2012 4:53:11 PM
Rank: Advanced Member
Joined: 4/19/2010
Posts: 196
Location: Raleigh, NC
Customer wrote:
If we change the appearance using the drop down box from the admin page (i.e. the PlainWithBlue theme), the site falls over, and we have to copy in an old web.config file. If we set the appearance and click "preview," we are just given the index of the IIS site that the ScreenConnect software has been set up to listen to - not sure if they are related?


Support Response:
I cannot replicate the preview issue but can the fall over. If you change the theme, save the change, click the Host link, and then give it 30 seconds or so (without refreshing the page), and it should succeed. Let me know if that is what you see. Also, if it does fall over, try restarting the three ScreenConnect services on the server (you can stop them in any order, but it is recommended that you start the ScreenConnect Session Manager service first) and see if that resolves the problem.
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Kat Palacios
#19 Posted : Wednesday, February 08, 2012 4:59:39 PM
Rank: Advanced Member
Joined: 4/19/2010
Posts: 196
Location: Raleigh, NC
Customer wrote:
I am testing ScreenConnect and finding it works very well normally.

However I have a few issues:
  1. I cannot connect to either machines behind a proxy server or from my machine when it is behind a proxy server. I had changed the default ScreenConnect port to 80 to make it more firewall friendly. Is there anything we can do? Doesn’t the client “tunnel” through port 80?
  2. Had a customer try to install the client on a Windows 2000 server. It failed. What are the minimum requirements, including the Java version?


Support Response:

  1. ScreenConnect normally handles proxies without a problem, once the ports have been changed from 8040 & 8041 to 80 & 443; did you change the Relay port to 443 or leave it at 8041?
  2. Does the Windows 2000 server have .NET Framework 2.0 installed? What error did your customer get when he tried to install the client?
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Kat Palacios
#20 Posted : Wednesday, February 08, 2012 5:04:51 PM
Rank: Advanced Member
Joined: 4/19/2010
Posts: 196
Location: Raleigh, NC
Customer wrote:
I used the article below for a server move. And I copied over the web.config file and the other 2 folders. And I did see the unattended servers, but they are not connecting.


Support Response:
After you moved ScreenConnect to a new server, did you change your router/firewall to forward the ScreenConnect ports to the new server?
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Kat Palacios
#21 Posted : Wednesday, February 08, 2012 5:09:41 PM
Rank: Advanced Member
Joined: 4/19/2010
Posts: 196
Location: Raleigh, NC
Customer wrote:
We detected in a remote session that ScreenConnect was taking 20% of CPU of the machine being assisted – we asked the people using SC to lower the graphical capabilities to check if the CPU consumption gets lower, but unfortunately, we didn’t get a second chance to check it with the customer.


Support Response:
Thank you for your response. We do not get many reports of ScreenConnect processor usage being high but have, on occasion, seen this when there is something about the Guest computer’s video card/driver causing a problem for us. One quick way to check if that is in fact the issue, is to select the File|Blank Monitor feature and see if the performance suddenly improves. Lowering the quality to medium or low can also improve performance under such circumstances.
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Kat Palacios
#22 Posted : Wednesday, February 08, 2012 5:12:36 PM
Rank: Advanced Member
Joined: 4/19/2010
Posts: 196
Location: Raleigh, NC
Customer wrote:
One technician told me he couldn't establish a connection to a guest (Code-Session, OneClick Installer). The customer sent us an detailed error-log. It is unfortunately in German, but maybe you can figure out what might be the problem.

The main Exception is following:
"Exception reading the manifest .... Manifest is not valid or file could not be opened + Invalid Character in Row 1, Position 1"

Thank you for your help in this!


Support Response:
Users will sometimes see errors similar to this when they have bad data in the .NET temporary AppData folder. Navigating to the C:\Users\<<CurrentUserLogin>>\AppData\Local\Apps directory and deleting the "2.0" folder located there usually resolves the problem.
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Kat Palacios
#23 Posted : Wednesday, February 08, 2012 5:23:38 PM
Rank: Advanced Member
Joined: 4/19/2010
Posts: 196
Location: Raleigh, NC
Customer wrote:
I just wanted to inform you that Symantec is seeing ScreenConnect as infected...

Risk,Filename,Original Location,Status,Date
"WS.Reputation.1","Elsinore.ScreenConnect.GuestClient[1].exe","C:\Documents and Settings\...\Local Settings\Temporary Internet Files\Content.IE5\EICE072Z\","Infected","1/24/2012 12:30 PM"
"WS.Reputation.1","Elsinore.ScreenConnect.GuestClient.exe","C:\Documents and Settings\...\Desktop\","Infected","1/24/2012 12:30 PM"


Support Response:
Thanks for letting us know. Do you have any information on which Symantec product/version is reporting this? We are supposed to be white-listed with all the major anti-virus software vendors but, it seems, staying on their lists is an ongoing concern with each new version that is released.
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Kat Palacios
#24 Posted : Wednesday, February 08, 2012 5:26:14 PM
Rank: Advanced Member
Joined: 4/19/2010
Posts: 196
Location: Raleigh, NC
Customer wrote:
Can you tell me how to embed the code into our support site?


Support Response:
We actually have a KB article on this: HOWTO-0005: Customize ScreenConnect for your company.
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Kat Palacios
#25 Posted : Wednesday, February 08, 2012 5:30:19 PM
Rank: Advanced Member
Joined: 4/19/2010
Posts: 196
Location: Raleigh, NC
Customer wrote:
We have your ScreenConnect program [v1.9] and have a client that is getting the following message when trying to install ScreenConnect: Unable to launch application, unexpected exception, java.lang.NullPointerException.

This is the customer’s MAC specs:
Mac OS: 10.6.8
Safari: 5.1.2
Firefox: 9.01
Java: 1.6

They have a sonic firewall and they have put [...].com in their white-list and still not able to connect using ScreenConnect. Any ideas? Thanks for your help.


Support Response:
There was a Java update some time back that caused ScreenConnect to fail. I would recommend upgrading to the current, stable version (2.3.2058.4321). That should resolve the problem that you are now seeing.

While the upgrade is very straightforward (just download/run the new version over the top of your existing one), we do recommend that users make a habit of backing-up their ScreenConnect directory—especially prior to performing upgrades. Also, if you receive a message after starting the upgrade that it is not compatible with your current ScreenConnect license, please halt the upgrade process and see the following: INFO-0020: ScreenConnect Purchasing & Upgrades.
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Kat Palacios
#26 Posted : Wednesday, February 08, 2012 5:33:29 PM
Rank: Advanced Member
Joined: 4/19/2010
Posts: 196
Location: Raleigh, NC
Customer wrote:
How can I move my host installation to another computer? I'm planning to do that in case of a hurricane disaster, and I may have to re-locate the host and have the dynamic DNS re-pointed.


Support Response:
We actually have a KB article on moving ScreenConnect servers: HOWTO-0014: Moving an installation to a different server.
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Kat Palacios
#27 Posted : Wednesday, February 08, 2012 5:38:32 PM
Rank: Advanced Member
Joined: 4/19/2010
Posts: 196
Location: Raleigh, NC
Customer wrote:
I'm currently trialing the stable version of ScreenConnect and unfortunately had an issue with it. First we tried connecting with an out of the box new Toshiba Laptop Win7 SP1 X64 / Internet Explorer 8 / 4GB RAM, and it threw up the attached error message. We went to "try another method" and the java bootstrap thing worked but without any tool abilities and a couple of crashes. After getting to the machine via RDP, installing updates and customizing it somewhat, the same error appears on connection.


Support Response:
I find it odd that you would see this on a brand new box but it sounds like there might be some bad data in the temp AppData folder. Let’s try deleting the .NET App data and see if that resolves this problem. To do that, open Windows Explorer on that machine and navigate to C:\Users\<<YourLogonAccountID>>\AppData\Local\Apps directory and then delete the “2.0” folder located there. After you've deleted that, try joining a ScreenConnect session again.
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Kat Palacios
#28 Posted : Wednesday, February 08, 2012 5:41:53 PM
Rank: Advanced Member
Joined: 4/19/2010
Posts: 196
Location: Raleigh, NC
Customer wrote:
We noticed another problem on Windows 2000 Server Guests: Drag/Drop of files or Clipboard access leads to .NET-Runtime-Exceptions. Is Windows2000 Server generally not supported?


Support Response:
I believe that that is related to a more general bug in the 2.4 pre-release that is affecting the copy/paste from clipboard and drag & drop; however, those error details should be helpful in having our engineers track down this issue.
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Kat Palacios
#29 Posted : Wednesday, February 08, 2012 5:47:13 PM
Rank: Advanced Member
Joined: 4/19/2010
Posts: 196
Location: Raleigh, NC
End of support log!
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