Pauline's community posts

Hello Nicholas,

Thank you for your message.

Could you please let me know what version of Remote Utilities do you use? In addition please let me know if all of the Hosts that are showing offline are located in the same network? If this is the case, then could you please try connecting to a remote Host in another network?

Last but not least, 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 (you can simply move it to another folder, just in case).
This will reset the Viewer settings. Your address books won't be affected by this action.
4. Run the Viewer and register it with your license key once again.
5. See if you're able to connect to any of the remote Hosts or if they are showing online.

Looking forward to your reply.

Hello Ari,

Thank you for your message.

We've updated the Beta version of Viewer for Mac/Linux and extended the free license period until April 1, 2021. Sorry for the inconvenience.
In order to continue using Viewer for Mac, please re-download the updated Beta version with an extended license period on this page.

Please let us know if you have more questions.

Hello Thomas,

Thank you for your message.

If you are connecting to a remote Host via the Full Control mode, then this behavior is normal. The Viewer's cursor always takes precedence over the remote cursor, so if the mouse on the Viewer's side moves even slightly the remote cursor will return to the current position of the local cursor regardless of where the remote cursors move.
However, if you want to let the remote user work without such interruptions you can switch to the View Only mode within the remote session by clicking the corresponding icon on the toolbar:


Alternatively, you can also use the Alt+F12 hotkey combination to quickly toggle between Full Control and View Only mode within a remote session.

Hope that helps.

Hello Clodomiro,

Thank you for your message.

Please note that I've replied to your post in this thread in order to avoid duplication.

Hope that helps.

Hello Clodomiro,

We're sorry to hear that your relative was hacked.

However, please note that it's not possible to run Remote Utilities in stealth mode - a persistent Host icon in the system tray always informs the remote user that Remote Utilities is running on their computer (we've discontinued the option to hide the tray icon since version 6.3.0.4 which was released back in 2015). The program also appears in the process list. All Remote Utilities icons are using the same style and we do not provide icon customization, so it's easy for users to identify the program.

Remote Utilities is legitimate software for remote access and remote support. Any illegitimate/malicious use of the software (including its modification, reverse engineering, "cracking" etc.) is prohibited by our EULA. Besides, in many countries, such use of computer technology is a criminal offense punishable by law.
In case if someone got unauthorized access to your 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 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. We apologize for the inconvenience once again.

Please let us know if you have any questions.

Hello Jackie,

Thank you for your message.

Could you please let me know which version of Remote Utilities do you use on both sides of the connection?

In addition, could you please provide us the log files for examination. It would be helpful if you could send us both Host and Viewer logs. Host logs are located in the following folder: C:\Program Files (x86)\Remote Utilities - Host\Logs\.
In order to obtain the Viewer logs please follow this guide.
You can send us the log files to support@remoteutilities.com. Please do not publish the logs on the forum as they're considered to be personal information.

Looking forward to your reply.

Hello Laslo,

Thank you for the clarification.

I'll forward the issue to our development department for a review to see if we can reprocess the issue or if there's anything we can do to fix it.

I'll get back to you with an update from our developers shortly.

Hello Trent,

I'm glad to hear I was able to help!

Please feel free to post another message if you have other questions.

Hello Trent,

Thank you for your message.

I know that the preferred environment and testing would be with both the host and viewer being on the same beta version, BUT what are the expectations of backwards compatibility between the beta viewer and the GA 6.10.10.0 host?

This is correct, we always recommend that our users update both Host and Viewer (as well as RU Server if used) to the same version. We always try to maintain as much backward compatibility as possible, so in general, it's possible to connect from Viewer of a newer version to an older Host, but in some cases, the version mismatch might lead to performance issues or some features not working. The program is constantly evolving - we always add new features and bug fixes, or replace some features with their improved versions, so it's only natural that some features might not work or not work as expected in case of the version mismatch.
For example, starting version 6.12 Beta 3, we've implemented an improved mechanism for the File Transfer connection mode, so we specifically mentioned in our Release Notes to update both Host and Viewer to the same version.

More specifically, do you WANT to get reports of issues regarding backward compatibility?

Of course, we always welcome any kind of feedback from our users. However, please note that most of the time such issues can be resolved by simply updating the outdated module.

My address books survived just fine, but apparently all of my stored passwords were lost. Any way to recover them? Is this expected behavior?

This might have occurred if the address book file was somehow damaged. It's possible to restore your general address books, including the connections' passwords from automatic daily backups, which are enabled by default when you install the Viewer. Please try restoring your address book from a backup following this guide.

Hope that helps.

Hello Laslo,

Thank you for the update.

Could you please let us know the configurations of both machines, i.e. Viewer and remote Host? Namely, what OSs are installed on the machines, and if there are any other software running on machines simultaneously with the remote session?
In addition, if possible, please record a short video of the issue and send it to us to support@remoteutilities.com, so I could forward it to our developers to see if we can reproduce the issue.

Looking forward to your reply.