Answers to questions. Official FAQ.
Why is the cursor blinking on the remote computer?When working on a remote computer, extra buttons with the text «Romserver» appear on the Start panel. Why?The task manager shows several ROM processes. What are these processes?The program cannot capture overlay video.Why there is so high load on the CPU— about 100%?Cannot connect to a remote server.Remote installation doesn't work.It is possible to hide ROM-Server icon in the system tray (an area near the clock on the taskbar).How to optimize the program for low-speed networks: xDSL 64-128 Kbit/s?Selected elements are displayed incorrectly on the map.What is the purpose of the «Callback connection» function?I created portable version of Viewer according to the instruction, but the list of connections is not saved. What is the problem?Locking and semi-transparent windows.What is the cascade connection?How to work with NoIPServer?List of connections is not saved after restarting Viewer.Viewer hanging and Kaspersky Anti-Virus.Cannot configure server.I connect to the server, but none of modes work or only some of connection modes work.The program is detected as a virus or as a potentially unsafe application.Questions on licensing.Will licenses from version 3.3 work in version 4?Is it possible to transfer licenses to another company? How to transfer them?Is the license issued for Server or Viewer?Why the license is issued for Server, but the message about the need to register is displayed on Viewer?What will happen to Viewer after the trial period ends?If I purchase 1 license and add 2-3 connections in the list, what will happen to them?If the license is purchased by organization A, but organization B has to connect to servers.
?How does unlimited license work?What will happen if you buy a license and enter the key in the Free version?Where should you enter a license?Questions about the Free version.What is the difference between the full and free versions?Can you install the free version in a commercial organization?Can you use the free and full versions at the same time?
Q: Why is the cursor blinking on the remote computer?
A: In Viewer, «Capture
semi-transparent windows» option is enabled.Q: When working on a remote computer, extra buttons with the text «server» appear on the Start panel. Why?
A: It occurs when the remote computer screen is locked ( «Lock
the server's screen» option).Q: The task manager shows several LiteManager processes. What are these processes?
A: These are main Server modules that are necessary for the program to run correctly in the system.Q: The program cannot capture overlay video.
A: Make sure that capture video overlay option is enabled in the server settings. If it is enabled, it means that the program just cannot capture and detect video. If video overlay is not captured, but you can see it in the «Remote
screen view» mode, it means that it is not overlay video. In Windows 7, the program cannot capture overlay video. Q: Why there is so high load on the CPU— about 100%?
• Try to disable the «Capture
overlay video» option on the server.
• Experiment the «CPU
usage» settings, you can set FPS to 1-5 or low CPU usage.
• Make sure the hardware acceleration is enabled.
• When the Aero interface is enabled in Vista, 2008, Windows 7, CPU usage increases.
• When all desktops are being simultaneously watched on multi-monitor systems, CPU usage increases.
• Make sure the hardware acceleration of the graphics card is enabled.
• Check if the drivers for display adapters are installed.
• High load on the processor can be observed when working with low-profile built-in graphics cards for office use. Q: Cannot connect to a remote server.
• Make sure that Server is installed and running on the remote computer and also check the versions of Viewer and Server – they should be the same.
• Check the ping to the computer you want to connect to and also add Server and its components to the exception list in the standard and other firewalls.
• If you work via the Internet, you might need to configure port mapping correctly, if the computer has not a public IP address.
• Check how the remote computer is added: by IP or by network name. We recommend using an IP address.
• If the computer is shown in the list as Offline, it means that ping doesn't reach this machine. Check the IP address of the computer and blocking programs. If it is listed as Not Found, it means that the computer is accessible and the ping reaches it, but it is impossible to connect to the server module or it is not turned on. Also check the server port specified when creating the connection and in the settings of the server itself. If the status is Locked, it means that both the computer and the server are accessible, but you are not authorized on it. So you need to connect to the computer by entering the access password for the server. If the window for entering the password is not displayed, check the connection quality. Q: Remote installation doesn't work.
• If you install it outside the domain, make sure that the simple file sharing is disabled.
• A user, who performs remote installation, must have administrator rights. Q: It is possible to hide Server icon in the system tray (an area near the clock on the taskbar).
A: It is possible to hide the icon at the moment. But we do not guarantee that this option will be available in future. From version 4622 this option is changed to hide menu of tray icon.Q: How to optimize the program for low-speed networks: xDSL 64-128 Kbit/s?
• Enable the «Economy
• Disable the screensaver on the remote desktop (this
option is available in the connection properties), the screensaver is automatically hidden when the connection is established.
• You can experiment with the color palette and set the option to 256 colors, for example.
• Set FPS option to as low as possible (1
-5 frames), Q: Selected elements are displayed incorrectly on the map.
A: Just switch from the map to the connection list and back or restart Viewer.Q: What is the purpose of the «Callback connection» function?
A: This feature is just indispensable in case Viewer has a white IP address and the server is behind NAT or has a dynamic IP address.
If you right-click the tray icon on the server, you will see the context menu where you can select the «Callback
connections» item. Add the necessary Viewer address and the welcome message text in the new dialog box. Then select the callback connection and click «Connect
». If you do everything correctly, Viewer should display an invitation for incoming connection from the server and you should accept it. If the connection is established for the first time, Viewer will offer you to create a connection for this callback mode.
When everything is created, authenticate this connection on Viewer in the regular way and work as usually. The server initiates all connections in this mode. The callback mode may work slower than the usual mode.Q: I created portable version of Viewer according to the instruction, but the list of connections is not saved. What is the problem?
A: For the portable version of Viewer to function, the medium you run it from must be writable.
The portable version is not available in the trial mode so only registered users can use it. Just like in the regular version, add the purchased license key to the license manager.Q: Are locking the computer and capture of semi-transparent windows not compatible?
A: Yes, these two functions are mutually exclusive. When Windows Aero is enabled, Capture of semi-transparent windows option makes no sense. In addition, when Aero and screen locking is enabled, Aero is turned off.Q: What is the cascade connection?
A: The feature that allows connecting to one server via another server using it as a bridge.Q: What is NoIPServer?
A: It is an additional application that can act as a server for connecting Viewer and Server without IP address by using ID.Q: List of connections is not saved after restarting Viewer. Why?
A: You probably use Trial version and its trial period has expired. If not, it is possible there is no access to program's address book.В: Viewer is hanging when Kaspersky Anti-Virus is running on the computer. What should I do?
O: There is a conflict when Viewer and one of Kaspersky Anti-Virus updates are working at the same time. In order for the program to operate correctly, you need to delete the antivirus program or disable Kaspersky Anti-Virus NDIS 6 Filter and/or delete the driver itself C:\Windows\System32\drivers\kl1.sys.Q: I cannot configure server. Why?
A: To configure server, you need to launch Viewer as an administrator. You can do this by choosing Launch the program as an administrator item in the context menu.Q: I connect to the server, but none of modes work or only some of connection modes work. Why?
A: Most likely, you have accidentally prohibited connection in all or some modes in the server settings. Check the server settings, security.Q: The program is detected as a virus or as a potentially unsafe application. What should I do?
A: The problem is that some antivirus programs detect the program as potentially unsafe application or even as a virus. To be on the safe side, we recommend downloading the program from the official website. In this case you will be sure that the distribution is reliable and you can add it to the exclusion list of the antivirus program.
Questions on licensing.
Q: Will licenses from version 3 work in version 4?
A: Yes, they will. If we change the licensing algorithm, we will send you a new license key. Q: Is it possible to transfer licenses to another company? How to make this transfer?
A: It is possible to do this if the license was purchased for you or your company. Licenses are transferred in two steps. Physically: the server is removed from old computers and installed on new ones. Legally: you have the document confirming that you own the licenses. Q: Is the license issued for Server or Viewer?
A: Server is licensed. You need as many licenses as the number of servers you use. The same licenses may not be used on two servers simultaneously. Viewer is available for free.Q: Why the license is issued for Server, but Viewer shows the registration reminder?
A: Servers are licensed (their
quantity), but the key is entered on Viewer for your convenience.
Suppose you have 10 computers. You need to purchase a license key for 10 servers, enter it in Viewer and then you will be able to control exactly 10 computers from the list. The number of ROM-Viewers is not limited. It means you can enter the license key on several Viewers in your organization from where you will access these servers. If you get 5 more computers, you will have to buy 5 more licenses and enter them in Viewer. To avoid the need to enter the license key on every server, it is entered once in Viewer.Q: What will happen to Viewer after the trial period ends?
A: All connections will disappear from the list.Q:
If I purchase 1 license and add 2-3 connections in the list, what will happen to them?
A: Connections will not be saved.Q: If the license is purchased by organization A, but organization B has to connect to servers. How you can do this?
A: As the server itself is licensed, it doesn't matter who will connect to it. So the key can be transferred to another organization only to enable it to connect to these servers. The transfer may be evidenced by a written agreement.Q: How does unlimited license work?
A: When you purchase 1000 or more licenses, the number of licenses is set to 9999 when you enter the key.Q: What will happen if you buy a license and enter the key in the Free version?
A: You will get the 30 free licenses plus the number of licenses in your key. The functionality of the free version will remain the same, that is, the limited modes will remain unavailable.Q: Where should you enter a license?
A: The license key is entered in the License manager in Viewer (Main
menu → Help → License manager).
Questions on the Free version
Q: What is the difference between full and free versions?
A: The full version and the free version differ only in Viewer modules. Server modules are the same in both versions. In the free version, some modes are limited, useful advertising information is displayed and there are 30 free licenses available.Q: Can you install the free version in a commercial organization?
A: Yes, the free version is absolutely free for all users. But it can be used on no more than 30 computers.Q: Can you use the free and full versions at the same time?
A: Yes, you can.