EFS Support was added to the latest Windows 7.6 agent. https://help.mspbackups.com/backup/about/efs

You have options to either Keep EFS Encryption or Decrypt EFS files at backup time. The new feature is only available when using the New Backup Format.

EFS Support was added to the latest Windows 7.6 agent. https://help.mspbackups.com/backup/about/efs

You have options to either Keep EFS Encryption or Decrypt EFS files at backup time. The new feature is only available when using the New Backup Format.

Thanks. Let us know if you have any further questions.

so you're saying that you have the Connect product installed on two systems. But on one of them, when you try to launch the product, nothing happens? I'm not sure what would cause that.

Or are you saying you're able to connect to the remote system, but you're in view only mode and do not have full access? If so, you need to request full access from the menu option. Then the remote user can approve full access. They can also set options on the remote side about whether anyone connecting should have full or view only access initially.

We don't have that particular error logged anywhere in the system of customer reported issues. A quick Google search on it seems to indicate that it may be related to networking issues where the backup is being run. Or possibly a network adapter issue. But it's hard to tell with just the error message. I would recommend you open a support case using the tools - diagnostic toolbar option in the product so a support engineer can review what's going on and may be provide guidance on how to fix it.

one point of note. In order to rename the computer, you must be using managed backup. That limitation will be addressed for customers who are not using backup, but are using the RMM product, in the next release of the management console. I think that next release is coming out in August. But if you are using managed backup, and you want to change the computer name, you hover the mouse over the name of the computer in remote management and you should see a little edit icon pop up. As I stated, if you're not seeing that option, then the endpoint is either offline or not using managed backup. Both of those limitations will be removed in an upcoming release.

It’s a very generic error code. Has the plan ever worked? Do the plans overlap?Do any files get backed up? Any detail might help. If not, you’ll need to contact support.

Can you provide any detail on what you're doing?

Additionally, regarding CPU temperature warnings: mobile i5s (for instance) tend to edge over 80 degrees from time to time without straying from their package specifications, especially when the day is thirty degrees and eighty-ninety percent humidity. I would rather not turn off temperature warnings, but I get multiple alerts for devices that are comfortable bumping 81-83 degrees ...

There is already an open request for more customization in this area. I'll add your comments to the request.

6) Okay, let's say I open the RMM info panel for "PC1" in one tab, then I open a second tab and navigate to the RMM panel for "PC2". I verify myself for the PowerShell applet on "PC2" and type "hostname"; the response is "PC2". Now I return to the first tab and do the same and the response is "PC2" - the first tab's actions are now directed to "PC2" instead of the selected "PC1". If the screen is refreshed, "PC2" is now the machine referenced in the portal on the first tab, but sometimes actions are hooked to "PC2" while "PC1" is indicated in the older tab. This one I can probably raise as a ticket as it would seem that this is not the expected behaviour.

Even simpler: open a tab and search for the first machine, then open a second tab and search for a different machine; now return to the first tab and refresh it- it is now a duplicate of the second tab. If this is not the experience of every user, perhaps my browser is to blame - I will experiment...

I was able to duplicate the second part (refreshing the browser) but I could not duplicate the first part where PowerShell context is changed. I would recommend you open a support case and duplicate for the team what you are seeing. I am on the latest Chrome browser on Windows .

5) Is it possible to amend Connect's behaviour so that one can share ones screen while already viewing another

5) I was attempting to demonstrate something to one of your support agents while viewing a remote computer through Connect. The executable they linked for me refused to open, calling the opened instance to focus instead. I attempted to open a separate instance of the installed Connect app, but this too refused to open in the appropriate mode to allow the support agent to view my screen...

To be honest, this is not a crucial problem, so I would rather not waste my time on it...


I'd still like to make sure I understand as it may be something we already have on the roadmap or maybe it's already implemented. You had a Connect remote session with Support and then you wanted to start Connect to connect to a remote system and had a problem?

If so, this is supported, but in a different way. Rather than starting another instance of Connect, you use the toolbar button called "Connect to Remote Computer" and then you can connect to another system while on a remote session with someone else. Is that what you need?

Replying one at a time to avoid long replies:


3) Why can I not arbitrarily re-label devices (say, to match their assigned asset number) except for servers?

3) That's a negative also. As already stated, I can change the name of a server in the list, but no other devices (there is no pencil icon next to the name of a workstation). The only definable label I am afforded is the 'username' that can be assigned; as indicated, as this is not dynamic and many clients 'hot-seat', this label currently serves the better purpose of defining site locations (which do not tend to change without notice). I could do with being able to assign things like an asset number AND location without having two hundred defined 'usernames' assigned to connected devices (I only need one location label for any given group of devices). If I am able to change the name of a machine- in the list (to its asset ID, perhaps), I suppose I will no longer be able to search for it by its host name, which brings me back to points 1 and 2- basic information is not available to search, and is entirely unavailable once a device goes offline.

You can edit the Computer Name and make it the Asset ID. The original computer name is preserved and shows up immediately below the custom name. Both are searchable.

There are some ideas about adding dynamic tags to endpoints that would allow MSPs to add any custom data they need like Asset ID,but if using the Computer Name - Edit Display Name option and some searchable items in RMM like IP Address and the Last Logged In User will suffice, we can consider starting there (Please note: The Edit Display Name option is currently only available if you are running the managed backup agent and the agent is online. In the 5.9.5 release of the management console in early August, the Edit Display Name will be available even if managed backup is not used or when the endpoint is offline).

Replying one at a time to avoid long replies:


2) Why is it not possible to search for client devices by IP address, last login, or any of the myriad other details captured for devices while online?
2) ... I guess a use case might be when a user calls up and asks for help, cannot be bothered to look down at the asset sticker, but gives you their name or user name- to find their machine among the, say, the thirty workstations at their site, one might just search for their username...

... but it is clear that this information is not persistent anyway so I guess a search of these terms will always necessitate a mass-refresh of RMM info., and even then I would only be able to search for machines that are online

For searching then, you would like IP Address and Logged In Username as the two bits available for indexing. The information is persisted, but it's not all indexed, which is why we need to know what's important for searching. No mass refresh is needed. The information is persisted.

Replying one at a time to avoid long replies:
1) Why am I unable to view historic device information; telemetry is discarded once a device goes offline,..
1) That's a negative. Once a machine is offline, I have only two options: "hide from list" or deletion via a big red 'X'.

The "Show RMM Info" button should be available even when the endpoint is offline. If you're not seeing this, then I need a screenshot.

I'll add... File transfer and being able to Copy/Paste from my host machine are basic items that aren't available to me now. Super annoying to have to paste text into a chat window then re-copy it from the remote machine.

Can you clarify what you need to do? The File Transfer dialog does not yet support File Explorer drop, but it does have the Admin and Remote sides visible with both toolbar buttons to copy files from one side to the other as well as the ability to drag-drop within that dialog from side to side.

Is it possible you initiated the File Transfer on the remote side instead of the Admin side?

Please walk me through the steps so I can properly document and create the feature request.

On #2, That's helpful. So you really need to search on a Dynamic IP Address (the current address of the endpoint or the one that it last reported in as having) as well as the logged in user. I'll send this over the RMM PM and have it added to the system.

One follow-up: Why do you need to search on those properties? Is it related to alerts you get or helpdesk tickets that are opened? In other words, what's providing you the IP Address for searching and what is providing the user login name?

On #5, will reply back soon.

Some answers and follow-up questions:

1) Why am I unable to view historic device information; telemetry is discarded once a device goes offline,..
RMM last capture data is persisted on the server and can be reviewed when the RMM agent or the endpoint is offline. If you saw a "Loading" message online, then it may take 10 seconds the first time as we try to connect to the endpoint before the console shows the persisted data. If you're not seeing this, please let us know.

2) Why is it not possible to search for client devices by IP address, last login, or any of the myriad other details captured for devices while online?
3) Why can I not arbitrarily re-label devices (say, to match their assigned asset number) except for servers?

We do not index all collected data. The team would like to understand the use case a little bit more about what you typically search for and why it's important and we'll add those notes for consideration for future indexing.

However, you can re-label endpoints from the Remote Management page. Select the edit icon next to the Computer Name (endpoint and service must be online). If you're not seeing the edit option, let me know. You could, as an example, re-label
as COMPUTERNAME-IP_ADDRESS or just the IP_ADDRESS. Then you'll see the new label with the real computer name under it and can search for the new name or the original computer name.

4) Is it possible to protect the agent from uninstallation, say by password or PIN, so that end users who must be provided with local administrative access to their devices cannot easily uninstall it?

It's a feature request. We already have an item we are tracking about this type of feature and we'll add your comments to it.

5) Is it possible to amend Connect's behaviour so that one can share ones screen while already viewing another

I need some clarification here on the first part: Are you saying you want to connect to a remote system, but that you also want someone else to be able to connect to your system at the same time?

6) Why does the web portal not isolate sessions per tab or window?

We all work with multiple browser windows and tabs in the management console - under the same account. So, it's supported in that way. If you're seeing strange behavior then we may need a support case or some clarification on what you're doing that triggers the strange behavior. Please do not post any videos here if you record something as there's too much IP in the console - best to go to support for a detailed submission.

I don't think so. I am running as an admin and see different options. You do have to register on the forums as it's different software than the web site or managed backup. I can only guess that either someone signed you up using your full name or you did so not realizing it would be publicly visible. Either way, I'll ask the software team about why users do not have an option to change their name. And I can change it for you to something else if Mr. H is not to your liking.

We're going to review all your questions and respond here on the forum. Regarding the forum name change: Are you saying that when you click on your name and then use the Edit Account option on the left, you cannot edit your name; only your email address? If so, I'll have to inquire further. If you want me to change it to something else in the interim, let me know.

You can change the name you used when registering on the forum by editing your account. I changed it to Mr. H temporarily so your real name is no longer exposed. We’ll review your questions and get back to you with a more detailed response. If you’d prefer to review these items on a phone call with a product manager, I can also set that up,