Pauline's community posts

Hello Jia Lin,

Thank you for your message.

Please note that you need to have elevated admin privileges when using Agent in order to perform actions that require admin rights. In order to do so, you can use the Restart Agent as... feature or simply use Host instead.

In addition, please note that if you click "No", then both rutserv.exe and rfusclient.exe processes are running under your current user, not under System - this means you're running Agent with no elevated privileges and, therefore, cannot perform any tasks that require such privileges. Here's also a related KB page that might provide some useful information.

Hope that helps.

Hello Samuel,

Thank you for your message.

Am I right in assuming that you mean the latest 6.12.3.0 Beta 3 version? Do you have both Host and Viewer updated to the same Beta version?
If the above applies, then could you please try switching the Access menu to System/Current User and see if this helps to resolve the issue?


In addition, here's a related KB page that might provide a helpful solution as well.

Please let us know if the above solutions did not help and the issue persists.

Hello Jia Lin,

Thank you for your message.

The rfusclient.exe and rutserv.exe files and system processes of the same name are both parts of Remote Utilities installation and are required to be running for the Host to work properly. For more information please see this KB page.

Hope that helps.

Hello everyone,

This is to inform you that we've released an updated version of Remote Utilities 6.12.3.0 Beta 3 + RU Server 2.9.6.0 Beta 3. In this update, we've fixed the issue with Windows XP compatibility and also significantly improved the File Transfer connection mode. The full Release Notes list is available here. We're also preparing a more extended blog post in which we will share more information on the newly added features.

The latest 6.12.3.0 Beta 3 version (and 2.9.6.0 Beta 3 version for the RU Server) is available for download on this page. Please make sure to update Viewer and Host/Agent (as well as the RU Server) to the same version to avoid the version mismatch.

Please let us know if you have any questions.

Hello Allan,

Thank you for your message.

Of course, it's possible to set up your address book to update automatically through a shared resource (i.e. OneDrive folder) instead of manually exporting and importing it, especially if you're the only user who works with it. Here's a related step-by-step guide on setting up the shared address book.

Hope that helps.

Hello Will,

Thank you for your patience.

I've checked on the issue with our developers - unfortunately, it seems that the issue is caused by some system administration issues. Remote Utilities launches and utilizes the standard RDP protocol and only provides a transport tunnel for the connection, therefore, all of the access and permissions issues within the RDP connections should be resolved by your system administrator as it's, unfortunately, beyond our scope of technical support.
As for the access permissions when using RDP-over-ID, each user on each remote machine has a different SID, even for users with the same usernames. Unfortunately, most of the time a user's permissions cannot be configured out of the domain and then transferred to another machine. It's only possible for standard groups and for domain users (not for local ones), located within the domain.

Unfortunately, according to our Support Policy, we cannot assist you in resolving system/network administration issues. In order to resolve such issues, please refer to your system administrator and request them to further investigate the issue. Sorry for the inconvenience.

Hope that helps.

Hello Julius,

Thank you for your message.

Yes, you're absolutely correct. Please note additionally, that you don't need to register your mobile Viewer on Android/iOS device as it's free for use - you only need to register your Viewers running on Windows machines as described in this guide.

In addition, please note that the minimum purchase for the Endpoint license is 10 endpoints. For more information please also see our License Comparison table here.

Hope that helps.

Hello Will,

Thank you for the provided log files and additional information.

Could this issue be related to the Beta version I am running on the viewer and the host?

This is very unlikely - we couldn't reproduce the issue using the latest Beta version via RDP-over-ID connection mode and if that would be the case, our forum would be flooded with bug reports regarding the issue.

I've examined your logs and did not find anything that might be pointing to the issue's cause. I will additionally forward the log files along with the issue description and the screenshots to our developers and ask for their input on this to see if there's anything that can be done to fix the issue.

I'll get back to you soon with their reply.

Hello Will,

Thank you for the clarification.

Could you please also clarify if it's possible to connect to this remote Host machine when using Full Control and View connection mode via Internet-ID connection?
Also, could you please double-check if the RDP connection mode allowed in the Host Settings -> Modes tab and also if you have the Do not capture RDP sessions checkbox enabled on the Other tab?

In case if you're experiencing such connectivity issues using both RDP-over-ID and Internet-ID connection as well, please feel free to send us the Host log files for examination to see if it's possible to identify what might be causing the problem. You can send the logs to support@remoteutilities.com.

However, please note that the RDP mode in Remote Utilities just launches the native Microsoft Remote Desktop Connection client from within Remote Utilities and connects to a remote computer using the standard RDP protocol.

Looking forward to your reply.

Hello Michael,

Thank you for your message.

The issue might be caused by outdated security protocols (namely TLS 1.0 and TLS 1.1) which are no longer supported by the configuration server.
Before we can proceed to further troubleshooting, could you please try enabling TLS 1.2 support on your Viewer machine? In order to do so, please try following this step-by-step guide on how to enable TLS 1.2 support.

Please let me know if the solution above did not help and the issue persists.