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Viewer Update problem

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Werner Schoenthal, User (Posts: 16)
Jan 05, 2022 8:19:24 am EST
Support level: Starter
I was using installed Viewer 7.0.0.3 Free on a Win10 Computer.
Unfortunately If I try to update to Viewer 7.1.1.0, the file "viewer_70001.msi" is missing in C:\Users\Username\AppData\Roaming\Remote Utilities...
Probably finally deleted by antivirus software. Is it possible to download the file "viewer_70001.msi" one more time?
If this issue can be resolved, I will buy Remote Utilities software immediately.
Thank You.
Colin Faulkner, User (Posts: 14)
Jan 05, 2022 12:32:00 pm EST
Support level: Free or trial
I have the same problem, both Opera and Chrome won't allow me to download the new 7.1.1.0 versions of the Host and Agent.
Don't seem to have had this problem before...
I'm reluctant to turn off my AV to download the files.
Please advise ASAP.
Thanks
Colin Faulkner, User (Posts: 14)
Jan 05, 2022 12:35:25 pm EST
Support level: Free or trial
Just checked, I can download the old HOST v6.10 with no problems....
Conrad Sallian, Support (Posts: 3049)
Jan 05, 2022 1:26:54 pm EST
Hello Werner,

What antivirus software do you use?
Conrad Sallian, Support (Posts: 3049)
Jan 05, 2022 1:31:08 pm EST

Colin Faulkner wrote:

I have the same problem, both Opera and Chrome won't allow me to download the new 7.1.1.0 versions of the Host and Agent.
Don't seem to have had this problem before...
I'm reluctant to turn off my AV to download the files.
Please advise ASAP.
Thanks

Hello Colin,

Just checked with Chrome - downloads both Agent and Host (exe and msi) without an issue. Also we checked Google Search Console, the section 'Security issues' and 'Manual actions'. There are no issues there. That is, the site is clean in the eyes of Google.
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Viewer Update problem
Colin Faulkner, User (Posts: 14)
Jan 05, 2022 1:42:09 pm EST
Support level: Free or trial
Hi Conrad, thanks for that.
I paused Kaspersky protection and downloaded the files.
They are flagged as 'remote administration software' - so I have excluded them from scanning.
Thinking back I may have had to do this with version 6 a while ago.....
Attached Files
Viewer Update problem
Conrad Sallian, Support (Posts: 3049)
Jan 05, 2022 1:49:32 pm EST
Hi Colin,

It looks like its a detection of "potentially unsafe/unwanted" programs (hence "not-a-virus") where all remote access programs naturally fall into. Usually this detection is either disabled by default (e.g. Eset) or the antivirus software explicitly asks if you want to enable detection of such programs.

If you write to Kaspersky and ask them about that they will tell you that this detection is benign and is just for your information.
Werner Schoenthal, User (Posts: 16)
Jan 06, 2022 2:48:32 am EST
Support level: Starter
Hello Conrad,

Thank you very much for your reply.
I'm using Kaspersky Internet Security and I always get warning messages like "Not a virus but..."
Unfortunately Kaspersky deleted the very important file "viewer_70001.msi" in AppData\Roaming.
Without this file the Viewer 7.0.0.3 can't be uninstalled or updated to version 7.1.1.0

Best Regards

Hi Colin,
I'm using Microsoft Edge to successfully download any Remote Utilities software.
My problem is that Kaspersky erased file "viewer_70001.msi" in AppData.
No way to uninstall or update previous version 7.0.0.3 of the Viewer without file "viewer_70001.msi".
Colin Faulkner, User (Posts: 14)
Jan 06, 2022 4:15:15 am EST
Support level: Free or trial
Hi Werner,
If you pause kaspersky protection for say 30 mins.
Download the file then right click on it and scan it with Kaspersky, you will get the attached prompt displayed.
If you click on the little i icon in the top right hand it will take you to :https://threats.kaspersky.com/en/class/RemoteAdmin/
You can either add just this file to exclusions or apply it to all remote administration software....
Attached Files
Viewer Update problem
Werner Schoenthal, User (Posts: 16)
Jan 06, 2022 7:56:09 am EST
Support level: Starter
Hello Colin,

Thank you for reply.
Now set Kaspersky to skip all remote administration software. To late.
I started with Remote Utilities Viewer and Host version 6.10 last year.
Everything works fine till Remote Utilities version 7.0.0.3 of viewer and host.
After update to version 7.1.1.0 host and viewer are no longer working.
Removal tool for Remote Utilities would be helpful.
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