Pauline's community posts

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behaviour, but later I noticed that after maybe five or ten minutes the tooltips are then populated with the text "A newer version of the Host is available."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.

Hello Joseph,

Thank you for your message.

We’ve just released an update with some improvements and fixes - do you mind updating to the latest version 7.6.1.0 to see if the issue persists afterwards? The latest version is available for the download on this page.

Hope that helps.

Hello Richard,

Thank you for your message.

Unfortunately, we’re note able to provide previous versions besides version 6.10.10.0 that’s available for download here.
However, let me double-check with our developers to see if we are able to provide any feedback on this.

I’ll get back to you with an update shortly.

Hi Richard,

Thank you for the provided video.

We will look into this issue further and see if we’re able to reproduce it in our environment. I’ll let you know once there’s any update available from our developers.

Thank you!

Hello,

Thank you for your message.

It seems like the issue might be caused by something (perhaps, firewall, or antivirus software, or even your router) interfering with the traffic and causing disconnects. Could you please make sure to add Remote Utilities installation folders to the exception list of any a/v or firewall software you might be using as described here and if this might help to resolve the issue.
In addition, please check if your router or perimeter firewall have any restrictions or might be blocking any traffic.

Let us know if this helps.