Pauline's community posts

Hello Hugh,

I'm glad to hear we were able to help!

Is there a reason that it refers to Host, rather than Agent?

This occurs due to both Agent and Host modules containing files rutserv.exe and rfusclient.exe and their respective system processes of the same name which must be running on the remote machine in order for Host/Agent module to work properly. For more information please see this page.

I think what put me off was that what appears in the UAC prompt isn't a reference to Agent, but to Host, so it looks to a naive user like me as if it wants to install Host rather than run Agent.

Yes, you're right as this part might be confusing to some users. I'll forward this suggestion to our development department for a review to see if we can improve the UAC prompt for Agent in order to make it more distinguished from Host's UAC window. Sorry for the inconvenience.

Please let us know if you have more questions.

Hello George,

Thank you for your message.

This has been disappointing as it has wasted a lot of time initially trying to add licenses after the upgrade until I realised that I needed to purchase new licenses - time most people don't have to waste.

We appreciate your feedback and apologize for the inconvenience. I've forwarded the feedback in this thread to my coworkers, so we can improve our update processes next time and make it more convenient for our users.

Please let us know if you have more questions or need our assistance.

Hello Hugh,

Thank you for your message.

This is expected behavior - running the Agent causes UAC prompt to show since admin privileges might be required for some operations. Please note that the UAC prompt is only shown in order to launch Agent, it does not start Host installation process. In this case the user can choose whether they want to run it with elevated privileges or not. If the user selects "No" in the UAC prompt, the Agent runs as a normal user.

Hope that helps.

Hello Mike,

Thank you for your feedback.

The issue when connection is getting stuck on the "digital map" screen is a known issue. You noted correctly that as it's mentioned in our Release Notes we've already partially fixed it in the version 7.0.0.3 - which resolved the issue for most users. However, since we've already been reported that the issue re-occurs for other users, we will implement additional fixes for this issue in our next update. Hopefully, the next update will be available very soon, but unfortunately, we cannot provide any specific ETA on it. Sorry for the inconvenience.

While we're working on fixing this issue, please try the following workarounds that might help you to connect to a remote Host:
1. Authenticate/Log in on one of your Hosts where the issue with the "world map" window occurs.
2. Start a Full Control session. The "world map" screen must be showing for some time.
3. In the Full Control window, right-click on the connection tab, select Send key command and choose a command to send (e.g. the Alt+PrtScr command).
4. If everything goes well the connection should immediately be established.
If the above solution did not help, please try simply closing the Full Control connection window and re-opening it once again right away.

Please let me know if you have more questions.

Hello,

Thank you for your message.

Please note that I've replied to the ticket you've created and will get back to you with an update on this via the same ticket in order to avoid duplication.

Thank you!

Hello,

Thank you for your message.

Could you please provide us the Host log files for examination? You can locate the Host logs in the following folder: C:\Program Files (x86)\Remote Utilities - Host\Logs\ and send the files to support@remoteutilities.com.

Looking forward to your reply.

Hello Andrew,

Thank you for your message.

Unfortunately, the feature to select the primary monitor as a default one for a multi-monitor configuration is yet to be implemented in Remote Utilities. We already have this feature in our roadmap, so we will definitely add it in our future updates, but, unfortunately, we cannot provide any specific ETA on this feature yet.

Please let us know if you have more questions.

Hello John,

Thank you for your message.

Please note that the license key for version 6.x.x.x is incompatible with version 7.x.x.x of Remote Utilities. Please refer to this page for more information. In addition please note that in case for Free License users, you need to generate a new license key to use with version 7 using this form, since the Free license keys are not upgradable. After generating the new key please follow this guide to register your Viewer.

Hope that helps.

Hello Viorel,

Thank you for your message.

Please note that I've already replied to the ticket #4078 you've created earlier in our Ticket System in order to avoid duplication.

Please let us know if you have more questions or if you need our further assistance.

Hello,

Thank you for your message.

I've used the wizard-created custom MSI on one of our hosts, after disabling all ESET endpoint security features. This time it went fine.
I'm not certain this was caused by ESET. If it wasn't then another cause should be searched. Even if it was, I still have a problem here, since I can't simply disable ESET over our fleet...

Unfortunately, this is indeed caused by ESET as they remove any installation files built with the MSI Configurator from the computer. We understand that this causes major inconvenience for our users and we're trying to resolve the issue with ESET themselves.
We also encourage all our users who is affected by this issue to contact ESET as well at this email address samples@eset.sk as getting such requests from their own customers should significantly speed up the resolution process.

However, I still don't feel confident for a wide deployment via GPO.

Of course, it's absolutely understandable. In this case please consider using the MSI Configurator with the Legacy option selected - in this case the output file comes out without any signature, so it's possible to use your own code signing certificate instead. This way, ESET won't remove the installation files. In case if you have a code signing certificate, this might serve as a temporary solution until we resolve the issue with ESET themselves. Sorry for the inconvenience.

Please let us know if you have other questions.