Pauline's community posts

Hello,

Thank you for the provided log.

It seems like the issue might have been caused by ESET's activity as their antivirus currently detects and removes our custom Host/Agent packages by blocking our current signature. Here's a related thread on this. We're currently discussing this with the ESET team in order to resolve the issue as soon as possible.

In order to confirm the above, please try using a vanilla MSI Host package downloaded from our website, specify it as your MSI package in the Remote Install Tool and see if remote Host is updated properly this way.

Please let me know if this worked for you.

Hello Donn,

Thank you for your patience.

Could you please let me know what authentication method do you use when connecting to the remote Hosts where the issue with the blank Task Manager window occurs? Is it the same method for both Hosts?

Looking forward to your reply.

Hello Boris,

Thank you for your patience.

I've checked on the issue with our developers - since the issue still persists in some cases, we will be implementing additional fixes in order to completely eliminate the issue. The fix for this issue should be implemented in our next update which we will release very soon (unfortunately, I cannot provide you a specific ETA on this update yet).

I'll keep you updated on this and will let you know once we release an update with an implemented fix for this issue.

Hello,

Thank you for your message.

A similar issue occurred earlier in version 7.0.0.1 of Remote Utilities but it was already fixed in the subsequent update for version 7.0.0.2. Please see our Release Notes for more information.
Please make sure that you use both Viewer and Agent of the latest version available (version 7.0.0.3 as of this writing), as the version mismatch might lead to performance issues or some features not working.

Another question: As I can see in free version I can start unlimited spontaneous support session, as long I have only 10 remotes in my address book at the same time. Am I correct?

Our free license allows you to add up to 10 remote computers in your Viewer address book, so you can connect to these 10 Hosts from your Viewer at the same time. For more information on the Free License please refer to this page.

Hope that helps.

Hello Jose,

Thank you for the provided log files.

I've examined the log file but haven't noticed anything that could point to what's causing the issue. Could you please additionally provide us Viewer connection log file and Server connection log? You can send the logs to the same email address support@remoteutilities.com and I'll forward all three log files to our development department for a review.

Looking forward to your reply.

Hello,

Please note that if you haven't specifically deleted the contents of the folder C:\ProgramData\Remote Utilities\ (it's not necessary to remove this folder for complete uninstallation and it's not listed in our Full Uninstallation Guide), then the installation log file install.log should still be located in this folder (for example, I still have an install.log file with entries since 2019 in this folder). This file already contains information about the previous update attempt, so it might help us to identify the issue without reproducing it on your side once again. If you're able to locate the installation log file, then you can send it to our email or create a ticket in our Ticket System and attach it there.

In case if the content of this folder were deleted when reverting Host to version 6.10, then please feel free to send us the installation log if you're able to reproduce the issue.

Hope that helps.

Hello,

Thank you for the update on this.

Seems like something might have interrupted the updating process. Could you please provide us the Host installation log file for examination? You can locate the installation log in the following directory: C:\ProgramData\Remote Utilities\install.log and send it to support@remoteutilities.com, so I will forward it to our developers along with the issue description and ask for their input on this.

Looking forward to your reply.

Hello,

Thank you for the provided feedback.

I'll forward this to our development department for a review, to see if we can implement a feature that allows adjusting the font size in our future updates.

Please let us know if you have other questions.

Hello Jose,

Thank you for your message.

Could you please let me know if you use a vanilla Agent downloaded from our website or is it a custom Agent package? In addition, could you please provide us the log files from your Agent? The Agent logs can be located in the following folder: C:\Users\user_name\AppData\Roaming\Remote Utilities Agent\Logs\.
You can send us the log files to support@remoteutilities.com.

Looking forward to your reply.

Hello Marco,

Thank you for your message.

We've discontinued the feature to hide the Host icon starting version 6.3.0.4 for security reasons - the Host icon is persistent in the system tray, so the user at the remote machine can always easily identify if Host is running or if there's a tech currently connected to their Host. Sorry for the inconvenience.

Please let us know if you have other questions.