Pauline's community posts

Hello Dax,

Thank you for your message.

Unfortunately, we couldn't reproduce the issue - when updating Host installed in a custom directory, everything works as expected, including the Host service's restart. Perhaps, something else might have caused the issue. Could you please provide us with the following information in order to further troubleshoot the issue:
1. Windows System Events Log.
2. Host settings registry key.
3. Host log files.
4. Host installation log. You can find it in the following folder: C:\ProgramData\Remote Utilities\install.log.
You can send the files to support@remoteutilities.com.

I did a search for rutview.exe and found it had been installed into the default location, not the original location I had specified at time of original installation.

I will make sure to forward this to our developers and ask them to take a look at the issue, so that we can fix it in the upcoming updates. Thank you for bringing this to our attention.

Looking forward to your reply.

Hello Dave and Christopher,

Thank you for your feedback.

We understand everyone's frustration. However, we had to introduce such strict measures due to the antivirus software companies and spam-fighting organizations (e.g. Spamhaus) are getting increasingly intolerant of remote desktop software. Therefore, we want to make it more difficult to use the "out-of-the-box" software version and free license for illegal activity.
As for the "movable" banner - unfortunately, if legit users will be able to move it, the ones who use it for illegal activity will be able to move it as well. Please note that the banner/message is transparent and can be clicked through, i.e. it doesn't affect the ability to select menus, click buttons, etc., just like the Windows warning about activation.

Thank you for your understanding.

Hello Douglas,

Thank you for the clarification.

I will forward the issue to our developers and we will try to reproduce the issue.

I will keep you updated on the issue.

Hello Douglas,

I'm glad to hear you've figured out the issue.

Could you please let us know the file extension and the approximate size of the files that you're transferring? I'll check on this with our developers and we will try to reproduce the issue in our environment to see if there's something we can do to fix this.

Looking forward to your reply.

Hello Christopher,

Thank you for your message.

The connection alert window cannot be disabled in the free or trial version of the program. Please note that the connection alert window is not displayed when you use Direct connection. Sorry if this makes our software less useful for you, we had to add this notification was added for security reasons.

Please let us know if you have other questions.

Hello Douglas,

Thank you for your message.

In this case the issue have been caused by the address book file being somehow corrupted (most probably by some firewall/antivirus software) which is a relatively rare issue. There was no other reports from other users that updating to the latest version had damaged their address book files, so this is rather a one-time thing issue that is unlikely to occur for other users when updating Remote Utilities.

Hope that helps.

Hello Douglas,

Thank you for your message.

Could you please let us know the following:
1. What version of Remote Utilities do you use and do you have both Host and Viewer updated to the same version, so that there's no version mismatch?
2. Does the issue occur for all files, regardless of their file extension and size or only for some files?

Looking forward to your reply.

Hello Vera,

Thank you for the clarification.

We will test this out to see if we can reproduce the issue in our environment. Sorry for the inconvenience.

I'll keep you updated on the issue.

Hello Kolton,

Thank you for the detailed clarification.

I will forward this question to our developers and will ask for their input on this, so that I can provide you with accurate information.

I'll get back to you with an update on this shortly.

Hello,

Thank you for the provided details.

I've examined the log file, but, unfortunately, there seem to be no entries that might point to what could've caused the issue.
I'm glad to hear it works for you now. However, if you'd like us to look further into the issue, then could you please provide us the Windows System Events log fr om at least one of the Host machines wh ere the issue occurred? You can filter the log, so that it includes only the day when the issue had occurred. Here's a quick guide on how to export the Windows Event log. You can send it to support@remoteutilities.com as well.

Looking forward to your reply.