Pauline's community posts

Hello Neel,

Thank you for your message.

Please note that your license key is not restricted to a specific workstation even if it's a 1-tech license key. For example, you can register two Viewers on different machines if you plan to use them one at a time, so yes you can use the same license key to register Viewers on Windows and Mac as long as these Viewers are not used simultaneously. For more information please see this page.
Here's also a guide on registering Remote Utilities just in case if it might be useful.

Please let us know if you have more questions.

Hello Zac,

Thank you for your message.

Unfortunately, we're not sure if we have any plans on adding the Chromebook support in the nearest future.  However, I'll forward your request to our development department for a review to see if it's possible to add it to our wishlist.

Meanwhile, some of the Chrome OS devices already support Android apps, so it's possible to use Viewer for Android. For more information on how to install Android apps on your Chromebook device please see this page.

Hope that helps.

Hello Larry,

I'm glad to hear I was able to help and it works for you now!

Please feel free to post another message if you have more questions or need our further assistance.

Hello Larry,

Thank you for your message.

These issues with your Viewers might be occurring due to the Viewer's configuration file being somehow damaged/corrupted (for example, by some antivirus/firewall software activity).

Please, try the following:
1. Fully exit the Viewer File -> Exit.
2. Locate the file config_4.xml in the C:\Users\[Your_username]\AppData\Roaming\Remote Utilities Files\ folder.
Please note that the AppData folder might be hidden by default in which case you need to enable "Hidden files and folders" in Windows Explorer settings.
3. Remove the config_4.xml file from that folder.
This will reset the Viewer settings, i.e. your address books won't be affected by this action but you will need to register Viewer with your license key once again following this guide.

However, since you have mentioned that your address book connections are also missing on one of your Viewers, please try restoring the address book from an automatically created backup file by following this guide.
Please note that the automatic daily backups for address books are enabled by default and include the general (default) address book as well as any custom address book that was added to the Viewer. All backups are stored in the following location: C:\Users\user_name\AppData\Roaming\Remote Utilities Files\backups\.

In case if resetting the Viewer's configuration file does not help to resolve the issue, please also try fully uninstalling Viewer as described in this tutorial. After uninstalling please reboot the Viewer PC and try re-installing Viewer from scratch. However, before uninstallation please make sure to copy a backup of your address book from the folder listed above, so you can restore your connections later.

Last but not least, in case if you have any antivirus/firewall software installed on your Viewer machines, please make sure to add the Viewer installation folder C:\Program Files (x86)\Remote Utilities - Viewer\* to the exception list to avoid similar issues in the future.

Hope that helps.

Hello,

Thank you for your message.

Please make sure that you've selected Agent as the output package on Step 2 of the configuration process as the Show disclaimer at startup feature is only available for Agent and not for Host. For more information please also see this page.

Hope that helps.

Hello,

Thank you for your patience.

Yes, this should be possible - in fact, I've just tested this scenario out just to make sure. However, there are a few important details to note:
1. When installing Host remotely while connected to the remote machine via Agent, the Agent window will stay opened till one of the last steps of the installation process, then it will automatically get closed, so your current connection will be interrupted.
2. At the installation step when the connection interrupts, a remote machine gets a prompt requesting to set up an access password. Since you won't be connected at this point, we recommend that you prepare a One-Click installation package and install Host using it instead of vanilla installer.
3. When configuring a One-Click package please make sure to enable the Send Internet-ID to email feature and set up the SMTP server along with the following checkboxes:
- Automatically generate Host password
- When updating existing Hosts, overwrite their Internet-ID code with the generated code
These features will ensure that you receive an automated email with your Host's access credentials, so that when your connection via Agent is interrupted, but Host is installed and starts running, you can connect to it right away using the credentials.
4. Last but not least, in case if you had any previous Host installations on this remote machine, please make sure to remote the following registry key: HKEY_LOCAL_MACHINE\SOFTWARE\Usoris\Remote Utilities Host\. This will remove any traces of the previously existing installations' settings, so that the password is generated during the installation process.
5. Here's a guide on how to add the remote Host to your address book using the encrypted code you receive via email.

Hope that helps.

Hello John and Zach,

Thank you for your messages.

It appears that access to our servers at id.remoteutilities.com is being blocked by Malwarebytes. However, we've noticed that some of our users have already submitted this False Positive to them and the Malwarebytes team has responded that this will be fixed soon in their next database update. Please also see this post on the Malwarebytes forum.

Zach, please note that we've already responded to the ticket you've submitted. However, meanwhile please try adding the DNS name id.remoteutilities.com that points to our Internet-ID servers to an exception/allow list and see if this helps to resolve the issue.

Please let us know if you have more questions.

Hello Mitchell,

Thank you for the clarification.

So what does it mean if there are multiple events per month with: Remote Utilities - Host 69110 is started.

This entry simply means that the Host service was started - by default Hosts automatically starts along with the system. The "69110" number points to the Host version - in this case, it's version 6.10.10.0.
You can check if the log file contains any entries about remote sessions - if someone has connected to this remote machine and when. Such entries can be identified by their name, for example, Remote screen connection. Started.
In the Host log you can also find what Internet-iD code was used and what connection modes were used.

In case if someone got unauthorized access to this computer you should contact your nearest police department and let them know about the case so that they could investigate this further. We can provide our server logs (information that contains the originating IP address which is stored on our servers). However, please note that the  server logs can be only provided if there's a direct request from the police. Here is an excerpt from our Privacy Policy:

Government and law enforcement agencies

We may also share information to (i) satisfy any applicable law, regulation, legal process, or governmental request; (ii) enforce this Privacy Policy and our Terms of Service, including investigation of potential violations hereof; (iii) detect, prevent, or otherwise address fraud, security, or technical issues; (iv) respond to your requests; or (v) protect our rights, property or safety, our users and the public. This includes exchanging information with other companies and organizations for fraud protection and spam/malware prevention.

This is strictly within the law and international treaties and also conforms to our Privacy Policy. Please feel free to provide our contact information privacy@remoteutilities.com to the police - we will gladly provide our assistance to the investigation.

Please let us know if you have any questions.

Hello,

let's say i have a machine, that is used by an employee.
that employee is NOT allowed to have the administrator password for that machine.

As soon as we implement the feature that allows converting Agent to a Host installation, it will be possible to do directly within the remote session. Unfortunately, we cannot provide any specific ETA on this feature.

Meanwhile, you can restart Agent with elevated (admin) privileges by using the Restart Agent as... feature that allows you to control the UAC prompts on the remote machine when you perform actions that require administrative access (for example, installing software). In case if you want to install Host you can also configure a custom MSI installation package or a One-Click installer and enable the Send Internet-ID to email feature that sends an email with the Host's access credentials to a specified email address upon the installation.
Alternatively, if you want to install Host on a domain or across your Windows network, you can also push-install Host using GPO or use the Remote Install Tool.

Hope that helps.

Hello,

Thank you for your message.

--> user01
Error #67
Unable to connect a network drive.
The network name cannot be found

This error usually means that the admin$ (admin share) isn't found or unavailable on the remote PC. Admin$ is required to be available whenever you need to push-install Remote Utilities (or any Windows software) onto a remote machine. For more information please refer to this guide.

it seems to be running but take a look at this snippet.

Please note that you should also have a rfusclient.exe running on the Host machine in addition to the rutserv.exe process as these processes must be running in order for Host or Agent to work properly. For more information please also see this page.
If the rfusclient.exe is not running or you cannot locate a corresponding file in the Host installation folder, then the issue might be occurring doe to some file in the Host installation folder being somehow damaged or corrupted (perhaps, by some firewall or software activity). Please try fully uninstalling Host as described here and please make sure to clean up the previous installation traces, then restart remote PC and install Host from scratch. After installing please make sure to add the Host installation folder C:\Program Files (x86)\Remote Utilities - Host\* to the exception list as described here.

In addition, please make sure that the Host service is running on the remote machine as it's required in order for the Host to work properly. You can identify the service as Remote Utilities - Host. Here's a related guide on the Host service that might also provide some useful information.

Hope that helps.