Hello Alaa,

Thank you for notifying us about your issue, we are really eager to investigate it. However as you mentioned you purchased a paid version of our software and we do have an awesome Support Team for such cases. First of all i would recommend putting our your logs on the public forum, where everyone can dowload it and get hold of your data details. Secondly as my colleague have mentioned you need to send us the full Diagnotic Info pack, please follow the instruction from Klim's message to do so. It will also create a ticket in our Service Desk automatically to help you tracking your issue.

I have edited your message to remove your sensitive info.

hello, added, thank you !

Hello,

Sure, the Android version is already in the works, in fact if everything goes correctly we might even release the BETA version this year. We surtely understand that we should consider such big platform as Android and our awesome R&D team is already working on it. Thank you for your kind feedback and we are really glad that you liked our software.

P.S.> I have added you into the waiting list, you will be notified upon the relase of the BETA.

Hello Antanas,

Using PIN in this case is incorrect, as it is a temporary matter which is constantly changed. Here is a guide on how to set it up properly:

https://help.cloudberrylab.com/cloudberry-remote-assistant/using-remote-assistant/unattended-access

Thank you.

Hello,

In this case we will need to see the Diagnostic Info from both of the machines in question, please navigate to the Main Menu - Diagnostic - Fill in the contact details and press Send. We will investigate the issue and get back with the answer to you.

Hello Mindaugas,

Thank you for volunteering, i have sent you a private message with my contact details. Let's continue there.

Hello Dominik,

May i ask you to send us the Diagnostic Info from both of the machines by going to Main Menu - Diagnostic and mentioning this thread in the description, thank you.

Hello Scott,

Perhaps you missed something, which screen are you talking about ? Also is there possibility that RDP connection is active on the machine at the moment of connection ?

Hello Alan,

We have a quick-support client, which doesn't require any installation. Have you tried it ?

Hello Martin,

We surely do, which one are you interested in ?

Hello Martin,

Sure, this is definitely the feature we should consider. Thank you for pointing it out, I have already created a corresponding feature-request.

Please make sure that there are no antivirus/firewall software on the machine or its network environment preventing connections to/for:

TCP ports: 80, 443

Executable:
- CloudBerry Remote Assistant.exe

At the moment there is no such possibility, however may i ask you to describe your use case ? Basically why do you need the ability to change the ports ? Thank you.

Hello John,

The software appears to work well and the interface is much simpler and cleaner than TeamViewer. However we have been having a few issues with lockups, disconnections and not being able to log back in.

Those issues seem like some kind of connection issues.

Occasionally the Remote Assistant screen will just disappear and at other times whilst working in Outlook on the client PC the mouse will just freeze and you cannot do anything on the remote PC. If you disconnect the session then you are unable to reconnect as it says that a session is already in progress or hangs at the window waiting for data. The only recourse is to re-boot the host system which cure the issue for a while until it happens again.

To understand the reason of the of those issues we will need to see the stiuation from the software's POV. Please neavigate to Main Menu - Diagnostic -fill in the contact details and press Send. Our Support Team will take a look and reply to you with a possible solution. Thank you.

Hello,

First when I disconnect and sometime later try to connect again the client does not answer. Only if I reentry via other software and click at the Remote Assistant icon I can reconnect via Remote Assistant. How to fix this?

Usually it shouldn't be like this, may i ask you to send us Diagnostic Info from the machines in question. Simply navigate to Main Menu - Diagnostic - fill in the contact details and press Send, please mention this forum post in the description.

Secondly, can I keep my pin even if I restart the program at the client computer? If so how to do?

Same here, we need the info to understand the possible reason of the issue. Thank you and will be waiting for the requested data.

Hello Dale,

Thank you for this interesting case, in fact we have tested it on UHD and QHD displays and everything was performing normally. May i ask you to do the following:

1) Navigate to Main Menu - Diagnostic
2) Fill in the contact info and mention this post in the description
3) Press Send

This will generate some Diagnostic Info for our R&D to take a look, and will definitely help us in investigating this issue. Thank you and will be waiting for the data requested.

Hello Tony,

Not yet, but this is an awesome idea in fact and i have created a corresponding feature-reqest for our R&D to review and add to the development roadmap. Thank you for suggesting it.

Hello Michael,

In fact we are alread working on something, i cannot disclose it now, but keep an eye on our blog or forums to see the announcement. Thank you.

Hello Doug,

In this case we will need to take a look on Diagnostic Info from both of the machines, simply navigate to Main Menu - Diagnostic and mention Sergey N. in the description. Thank you.

Hello,

It seems like a connection issue, please make sure that the receiving computer doesn't block the connection in any way. If the issue persists, please send us the Diagnostic Info from the Main Menu.

Hello, unfortunately there is no way to hide it from the other users due to the specifics of the Virtual Disk driver. I have added your request to an already existing feature-request for our R&D to consider and add to the developement roadmap.