Pauline's community posts

Hello Boris,

Thank you for your message.

Please note that according to our Upgrade Policy, if you’ve purchased a license within a year prior to the date of a major version release, you’re eligible for a free upgrade. All existing customers who purchased license outside of the is time frame, are eligible for a 50% discount. In addition, once you purchased a license, you can use it forever regardless of its version - for example, all users who own a commercial license for version 6 can still use it the same way they did before.
However, I’ll still forward your feedback to my coworkers for a review.

Let us know if you have more questions.

Hello Magnus,

I tried the ctrl+alt+delete from the menu and nothing happened.

Please try the solution listed in this guide and see if this helps to resolve the issue.

I just read a little bit more and I am running the agent as admin on the host so the command line is not supposed to be there. 🙂

Yes, you're correct, the "Restart Agent As" command is only available when Agent is running under a standard Windows user with no admin privileges.

Hope that helps.

Hello Marcus,

Thank you for your message.

You can configure a custom Host installer via our MSI Configurator Tool and specify its settings to use our public servers. After that you can use this custom installer via Remote Install Tool to update your Hosts settings or you can also just manually run the installer on the target Host machines - this will update specified Host settings and change it to the public servers.

Hope that helps.

Hello Magnus,

Thank you for your message.

I have how ever encountered a few issues the first being that I am unable to install the custom agent due to Windows Defender and our company policies. This is most likely due to the fact that it is not signed?

Yes, sometimes files might be blocked or quarantined by an antivirus software if it's not signed with a digital signature. In this case, we'd recommend either choosing the Online configurator option or signing the output file with your own digital signature. You can also add the folder where you plan to keep your custom Agent file to the a/v exclusions list as described here.

But after logging in with full control in the viewer I couldn't send keyboard commands or restart the agent as administrator? Is this also due to it being not signed or that it is a virtual machine?

Could you please clarify what keyboard commands you've tried sending? Was it a hotkey combination from the list of supported hotkeys here? What exactly happened when you sent a hotkey?

Have you tried restarting Agent with admin rights using the respective Restart Agent as command on the Toolbar? If so, then please describe what exactly happened after you selected to commend in the drop-down list (for example, if you didn't get the credentials prompt, etc.). Please note that sometimes it can take a few minutes for Agent to restart and for your Viewer to reconnect to it.

Looking forward to your reply.

Hello Grant,

Thank you for your message.

Are you trying to connect to Host using Internet-ID connection? If yes, then could you please confirm that can you see the Host icon in the system tray and if its color is blue? Alternatively, please check if your Host status says Ready for connection in the Host Settings.
You can also check if this help page can provide a helpful solution as well.

Looking forward to your reply.

Hello John,

Thank you for your feedback and kind words!

We're glad that you enjoy using Remote Utilities. As always, feel free to let us know if you have any questions or need our assistance - we're happy to help.

Thank you!

Hello David,

Thank you for your message.

Please note that Host for Linux is already available for alpha preview. It's somewhat limited in functionality since it's an alpha preview, but we'll be adding more features during the beta version releases. You can find the download link and installation instructions in this thread.

Hope that helps.

Hello Max,

Thank you for your message.

The connection notification banner is persistent and cannot be hidden or disabled. The banner is only displayed when you connect to a remote Host using Viewer registered with a free license key or in trial mode and use Internet-ID connection. Unfortunately we had to implement this banner as an additional security measure against malicious use of the software.
Currently the message can only be removed when connecting to a remote Host via Direct connection or fr om a Viewer registered with any commercial license.
We plan to implement some improvements that will allow users to hide this notification banner on the Viewer's side and change the corner wh ere the notification banner is displayed - these features will be available in one of our future updates.

Hope that helps.

Hello Grant,

Thank you for your message.

It might be that the Host service (and/or other Host files) was somehow blocked (or even deleted) by the antivirus software. Please try fully uninstalling Host as described here and re-installing it from scratch. After re-installation, please make sure to add the entire Host installation folder to the exceptions list as described here.
In addition, perhaps this troubleshooting guide from our KB might provide some helpful information as well.

Let us know if the issue persists.

Hello Kamil,

Thank you for your message.

The connection notification banner is persistent and cannot be hidden or disabled. However, the banner is only displayed when you connect to a remote Host using Viewer registered with a free license key or in trial mode and use Internet-ID connection. Unfortunately we had to implement this banner as an additional security measure against malicious use of the software.
Currently the message can only be removed when connecting to a remote Host via Direct connection or fr om a Viewer registered with any commercial license (including Starter, Mini, Endpoint and Pro licenses).
We plan to implement an improvement that will allow users to hide this notification banner on the Viewer's side (i.e. it will still be visible on the Host side, just not in the remote session window). In addition, it will be possible to change the corner wh ere the notification banner is displayed - these features will be available in one of our future updates.

Hope that helps.