Pauline's community posts

Hello Abdulla,

Thank you for your message.

Before we can proceed with further troubleshooting could you please try referring to this KB page and see if any of the solutions listed there help to resolve the issue? In case if none of the solutions helped and the issue persists please let us know.

Hope that helps.

Hello Steven,

Thank you for your message.

The issue one is Screen recorder just record a login screen, not the RDP session.

Unfortunately this is expected behavior which occurs due to the fact that Remote Utilities works in a console session, i.e. the Screen record feature always records exactly what is displayed on the remote machine's screen (i.e. login screen in case with an active RDP session).

The issue two is while start View Only on computerA, user will find RDP screen become black screen, once computerA exit View Only, user's RDP screen will return to normal.

Unfortunately, this is expected behavior which occurs due to the fact that the desktop OSs (such as Windows 10) does not allow to simultaneously run a console session and RDP - this is only possible with server OSs if the terminal server is set up (i.e. if there's an active RDP session on the remote machine, connecting to the machine in a Full Control/View Only connection mode will only log out the previous RDP session).
Please note that in case if there are existing terminal sessions running on the remote computer you should be able to switch to the terminal session using an dropdown menu on the Full Control mode toolbar.

Hope that helps.

Hello David,

Thank you for your message.

Could you please let us know if the detected file is a custom installation package configured via our MSI Configurator Tool? If this is the case, then please note that our vanilla Host installation package does not have these detects, please see here.
In cases when a custom installer is detected, we recommend that you add the directory with the file to your antivirus's exception list and then report a false positive as described here.
We will surely contact Avast regarding this detect, however, please note that they will more likely reply and assist their current existing customer. Moreover, they will most likely request you to send the detected file for the analysis, so that they can remove the false positive.

One more thing that we can recommend in this case is that in case if you've selected the Legacy Configurator option when configuring the installer, please try generating the installation package once again with the Online configurator option selected instead as it provides you with a digitally signed output file.

Please note, that unfortunately, our assistance with antivirus software related issues is limited. If Remote Utilities is falsely detected and/or removed from your system by antivirus software, please contact the antivirus software vendor. We do not have direct control over how Remote Utilities is treated by third-party security software. For more information please see our Support Policy. Sorry for the inconvenience.

Hope that helps.

Hello Mike,

Unfortunately, there is no such option to modify the username displayed in the Send Message mode within Remote Utilities as the displayed name is always the name of your local computer (i.e. the Viewer machine). However, please note that you can simply rename your machine, so the displayed name will be changed as well. Here's a guide from Microsoft on how to modify the computers name quick and easy.

Hope that helps.

Hello Mike,

Thank you for your message.

Please note that in order to see the report in the Inventory Manager window, you need to log on to the remote machine first. However, you can export the report by selecting File ->  Save as and access it even offline. For more information please see this page.

Hope that helps.

Hello Mike,

Thank you for your message.

In order to change your current name in the Text Chat mode, please click the Settings icon located in the upper left corner of the Text Chat window and navigate to the General tab. When on the General tab please deselect the Current username as nickname checkbox and specify a nickname you want to use in the respective field.
For more information on the Text Chat mode please refer to this page.

Hope that helps.

Hello Mike,

Thank you for your message.

Unfortunately, this is expected behavior caused by some technical specifics of the screen blanking mechanism. Hopefully, we will be able to fix it in our future updates, but we cannot provide any specific ETA on this yet. Sorry for the inconvenience.

Please let us know if you have other questions.

Hello James,

Thank you for the clarification.

Unfortunately, Remote Utilities does not provide this feature - in order to connect to other remote machines via Remote Utilities, the remote machine needs to have Host or Agent module installed. Sorry if this makes our software less useful for you.

Please let us know if you have other questions.

Hello Douglas,

Thank you for your message.

You can protect Host settings with a password and it's also possible to hide the Host tray icon's menu in the Host options. However, please note that these are only partial solutions as a user with administrator privileges will still be able to uninstall the program, delete/reset the Host registry entry or stop running Host processes as we follow Windows security rules, so there is no possibility for RU to prohibit the administrator to perform any actions to any software.
The best and proper solution in such scenarios is to restrict user administrator rights to standard user.

Hope that helps.

Hello James,

Thank you for your message.

In this case please consider using the Scan for RU hosts feature that allows to scan an IP address range or even a single IP address to detect any Hosts installed in the network.

In case if you mean that these computers do not have Host installed on them, please try connecting to your Host via the File Transfer mode and see if you can access the mapped drives this way. In case if they're not displayed this way as well, please try referring to this troubleshooting guide.

Hope that helps.