Pauline's community posts

Hello Beppe,

Thank you for your patience.

Here’s a link to our KB page that describes where all Agent files and parameters are stored.

Hope that helps.

Hello Peter,

I'm glad to hear that you've figured out the issue and it works for you now! Yes, rutserv.exe is a part of Viewer's installation package, which is included for updating remote Hosts and for the MSI Configurator tool as well.

On both these W7 machines, Host update using Simple Update does not work, with the same error message mentioned in my previous post.

In this case, could you please send us the latest Host installation logs for review? You can find the installation logs in the following folder: C:\ProgramData\Remote Utilities\install.log and send them to support@remoteutilities.com.

Looking forward to your reply.

Hello,

Thank you for your message.

Could you please confirm if you had updated your Viewer to the latest version 7.6.2.0 before attempting to update your Host as described in this guide?

Looking forward to your reply.

Hello Peter,

Thank you for the update.

I will forward both issues that you’ve mentioned to our developers to see if we can try and reproduce them in our environment. It looks like the flickering tooltip issue was already fixed in the two latest updates, so we will test this out additionally for Windows 7.
Please feel free to let us know if you have any questions or updates on this.

I’ll keep you posted.

Hello Peter,

Thank you for your message.

1). Soon after starting the viewer, hovering the mouse over the icon for a host which has not yet been updated (and is not connected) at first brings up an empty tooltip. At first I thought this was permanent behaviour, but later I noticed that after maybe five or ten minutes the tooltips are then populated with the text "A newer version of the Host is available."

Thank you for the feedback - I will forward this information to our development department to see if we’re able to reproduce the issue in our environment.

2). Updating hosts using remote install does not work. I can browswe to a location where I have a copy of the host msi file, and sel ect it, but when I click Process Action, I get a message "Host files not found!". I tried this initially using a networked file location, but the error also happens with a local file.

Could you please clarify if this occurs only on the Viewer machine running Windows 7 OS? In addition, please let us know if you’re able to update remote Hosts via the Simple Update feature fr om the same Viewer?

Looking forward to your reply.

Hello Michael,

Thank you for your message.

Perhaps, the updating process was somehow interrupted (perhaps, by some antivirus software activity). Could you please try fully uninstalling and reinstalling Host following this guide and see if this helps to resolve the issue?

Let us know if this helps.

Hello Beppe,

Thank you for the confirmation.

Generally, all Agent information is stored in the same folder as Agent. However, I’ll have to double check on this with our developers.

I’ll keep you updated.

Hello Beppe,

Thank you for your message.

Could you please confirm if you mean a parameter that EULA was accepted on a certain computer?

Looking forward to your reply.

Hello John,

This is because it’s more typical for the newer versions to be mistakenly flagged/blocked by a/v software. Unfortunately, we have little to no control over this, aside from submitting false positive reports to vendors (which we regularly do).
We got the email with your log files - we will examine the logs and let you know whether we were able to find anything or if our developers are requesting more information. Thank you for your patience.

I’ll keep you updated.

Hello John,

Thank you for your message.

It seems like the issue might be caused by some antivirus/firewall software mistakenly blocking access to Remote Utilities (some of the a/v vendors might mistakenly block newer versions of Remote Utilities). Could you please make sure that you have added RU installation folders to the exception list as described in this guide.
If you already have RU added to the exceptions, but the issue still persists, you can send us the most recent Host log files to support@remoteutilities.com.

Looking forward to your reply.