Community
Newer versions 7.5.1.0 and 7.6.1.0 with "new codec" not working
Links used in this discussion
Links used in this discussion
- https://www.remoteutilities.com/support/kb/remote-utilities-is-mistakenly-detected-as-malware/
- https://support.microsoft.com/en-us/windows/add-an-exclusion-to-windows-security-811816c0-4dfd-af4a-47e4-c301afe13b26#ID0EBF=Windows_10
- https://www.remoteutilities.com/support/docs/updating-remote-utilities/
John Brown,
User (Posts: 4)
Oct 15, 2024 6:11:34 pm EDT
Support level: Starter
I was on Host v7.2.2.0 and remotely updated to v7.5.1.0 and lost connection to my remote system. Upon visiting the remote host and checking, the host reported "Connection not available". I tried reinstalling which did not work. I tried everything in the knowledgebase and found no solution. So I rolled back to v7.2.2.0 and everything was fine, instantly. Today I tried updating to v7.6.1.0 hoping this issue was resolved, it is not, I received the same error. Rolling back to v7.2.2.0 restored my connection. Thoughts? I have multiple remote hosts, various Windows editions/versions, only this one PC has a problem. Thanks! - John
Pauline,
Support (Posts: 2886)
Oct 15, 2024 8:21:51 pm EDT
Hello John,
Thank you for your message.
It seems like the issue might be caused by some antivirus/firewall software mistakenly blocking access to Remote Utilities (some of the a/v vendors might mistakenly block newer versions of Remote Utilities). Could you please make sure that you have added RU installation folders to the exception list as described in this guide.
If you already have RU added to the exceptions, but the issue still persists, you can send us the most recent Host log files to support@remoteutilities.com.
Looking forward to your reply.
Thank you for your message.
It seems like the issue might be caused by some antivirus/firewall software mistakenly blocking access to Remote Utilities (some of the a/v vendors might mistakenly block newer versions of Remote Utilities). Could you please make sure that you have added RU installation folders to the exception list as described in this guide.
If you already have RU added to the exceptions, but the issue still persists, you can send us the most recent Host log files to support@remoteutilities.com.
Looking forward to your reply.
John Brown,
User (Posts: 4)
Oct 16, 2024 3:59:10 pm EDT
Support level: Starter
Hi Pauline,
I don't understand why I'd need to create the host exception for v7.6.1.0 when v7.2.2.0 does not require this step, but I followed the steps provided at: https://support.microsoft.com/en-us/windows/add-an-exclusion-to-windows-security-811816c0-4dfd-af4a-47e4-c301afe13b26#ID0EBF=Windows_10 Then I found there is a new host v7.6.2.0 available so I downloaded that, remote updated the remote computer, and its offline again. So that did not help. I'll get the host log files and provide it when I get back to that machine physically.
I don't understand why I'd need to create the host exception for v7.6.1.0 when v7.2.2.0 does not require this step, but I followed the steps provided at: https://support.microsoft.com/en-us/windows/add-an-exclusion-to-windows-security-811816c0-4dfd-af4a-47e4-c301afe13b26#ID0EBF=Windows_10 Then I found there is a new host v7.6.2.0 available so I downloaded that, remote updated the remote computer, and its offline again. So that did not help. I'll get the host log files and provide it when I get back to that machine physically.
Pauline,
Support (Posts: 2886)
Oct 16, 2024 8:48:25 pm EDT
Hello John,
This is because it’s more typical for the newer versions to be mistakenly flagged/blocked by a/v software. Unfortunately, we have little to no control over this, aside from submitting false positive reports to vendors (which we regularly do).
We got the email with your log files - we will examine the logs and let you know whether we were able to find anything or if our developers are requesting more information. Thank you for your patience.
I’ll keep you updated.
This is because it’s more typical for the newer versions to be mistakenly flagged/blocked by a/v software. Unfortunately, we have little to no control over this, aside from submitting false positive reports to vendors (which we regularly do).
We got the email with your log files - we will examine the logs and let you know whether we were able to find anything or if our developers are requesting more information. Thank you for your patience.
I’ll keep you updated.
John Brown,
User (Posts: 4)
Nov 16, 2024 12:09:38 pm EST
Support level: Starter
Hello...
Its been a month, any updates on this problem? I do not see any new versions posted, and problem persists despite following all posted suggestions. Thanks.
John
Its been a month, any updates on this problem? I do not see any new versions posted, and problem persists despite following all posted suggestions. Thanks.
John
Conrad Sallian,
Support (Posts: 3074)
Nov 18, 2024 11:36:08 am EST
Hello John,
The current version is 7.6.2.0 . Have you tried to update to that version?
A word of advice - please first update Viewer and then Host (using the Simple update feature) as described in this guide.
Please, let us know if you still experience issues connecting. If so, we'll need Host and Viewer logs to examine the issue.
Thanks.
The current version is 7.6.2.0 . Have you tried to update to that version?
A word of advice - please first update Viewer and then Host (using the Simple update feature) as described in this guide.
Please, let us know if you still experience issues connecting. If so, we'll need Host and Viewer logs to examine the issue.
Thanks.
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