Pauline's community posts

Hello Ian,

Thank you for the clarification.

I checked with our developers on the issue. It's probably caused by the antivirus software activity. Please try installing the Viewer on another machine (preferably, a machine without the antivirus software that you've mentioned installed) and see if the issue persists during connection.

Please let us know if the issue persists.

Hello Jeff,

I understand your confusion.

Please note that, according to the forum rules, administrators and moderators reserve the right to edit, move, close or delete threads and posts that do not comply with the forum rules. In all cases, the decision of the administration is final.

However, we would be happy to provide support regarding any other Remote Utilities related questions that you might have. Here's a link to our Support Policy that might be helpful.

Hope that helps.

Hello Ian,

Thank you for your message.

Could you please clarify if you are able to try installing the Viewer to another machine and see if the issue occurs there as well? This would help to isolate the issue first, as it might be caused by external factors that might be specific to a certain machine, such as antivirus software activity.

If the issue only occurs on this specific Viewer PC, please check your antivirus software settings, and specifically add both Viewer and Host to its exceptions list (white list).

Also, please try resetting the Viewer configuration file that perhaps was somehow corrupted by antivirus software.
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.
This will reset the Viewer settings. Your address books won't be affected by this action. However, you might need to register the Viewer with your license key again.
4. Run the Viewer and see the issue still persists.

Hope that helps.

Hello Jeff,

Thank you for your message.

Unfortunately, we had to delete your message, since it contained a link to third-party software and this is not allowed on our forum as well as any competitor links and product names. For more information please refer to our forum rules. Any messages that contain such information will be deleted from the forum thread.

Please let us know if you have other questions.

Hello Claudio,

Thank you for the clarification.

In this case, could you please send us the entire Host log file for examination? Here is how to locate the Host logs: https://www.remoteutilities.com/support/docs/host-log/
Also, please attach the Server log files. Server logging is enabled by default, here's how to locate them:  https://www.remoteutilities.com/support/docs/server-log/
Please send the log files to support@remote-utilities.com.

Looking forward to your reply.

Hello Claudio,

Thank you for your message.

I have removed the Single Password and get the same error

Please note, that you need at least one authorization method enabled in order for connection to be established. If no authorization method is enabled, you will not be able to connect to this Host as there are no technical, blank or default passwords for security reasons. Here's a relatable Documentation article that might be helpful: https://www.remoteutilities.com/support/docs/security/

Before we proceed to further troubleshooting, please try referring to this troubleshooting guide and see if it helps to resolve the issue.

Let us know if the issue persists.

Hello Giuseppe,

Thank you for your message.

Of course, Agent and Viewer for Mac are already in development. The release of Agent/Host for Mac will follow the Viewer for Mac which we hope to release by the end of the year. Unfortunately, we cannot provide any specific ETA yet.

Please let me know if you have more questions.

Hello Mark,

Thank you for your message.

Could you please clarify if there is no remote desktop cursor displayed when you connect to a remote Host via the Android Viewer app?
If there is a remote desktop cursor visible, then you should be able to control it by using these gestures:


Looking forward to your reply.

Hello Dan,

Thank you for your message.

Before we proceed to further troubleshooting, please try referring to this troubleshooting guide for the Internet-ID connection and see if any solution among the ones that are listed in the article helps to resolve the issue.

If you have tried all solutions but the issue still persists, please send us the Host log files for examination. Here is how to locate the Host logs: https://www.remoteutilities.com/support/docs/host-log/
You can send them to support@remote-utilities.com

Please, do not publish the logs on the forum, they are considered personal information.

Looking forward to your reply.

Hello Nathan,

Thank you for your patience.

I checked with our developers on the feature. We do not plan to implement it as a separate feature or a connection method, but, perhaps, it will be a part of some new modules in our future updates.

Let me know if you have more questions.