Since 5.5.12 install Remote Access from Remote Support session is not working

Remote Support and Access
1

When a new customer connect to us using our Remote Support, we use to install the permanent Remote Access using the “install remote acces service” option that exists in the right top menu of the remote support console. But, since 5.5.12 this option is no working, i’ve tried in windows 10, 11, and mac os, nothing is installed in customer… but, if the customer open the internet navigator, access to simplehelp server, and install Remoto Access by himself, it works… may be a buf related with server address confirmation?

2

In a previous post, 5.5.12 and Server Verification - #20 by gchristelis, another user mentioned having the same issue. User Profile - Sat_Shah - SimpleHelp Community mentioned having emailed support and support replied stating they were working on a fix.

So, it appears this is a known bug resulting from the server verification feature and you will need to standby for a fix. There are many other ways to get the remote access service up an running and that previous thread has many of those options as well as their success or not.

4

I’ve tried them all with no luck.

5

5.5.13 is out and appears to fix the problem.