Pauline's community posts

Hello Trent,

Thank you for your message.

As per Microsoft support forums, this error code is usually caused by the graphics acceleration driver (usually related to an Intel Graphics Kernel Mode Driver). When you see this error message, it might be caused by the graphics card driver being unresponsive. In this case, you might try re-installing the latest driver directly from the Intel website.
In addition, you can also check if you're able to Roll Back the Graphics Card Driver - this option can be located in the Device Manager -> Display adapters -> Properties -> Driver tab. If you're unable to roll the driver back, you can try uninstalling it completely.

You can also try running the Deployment Image Servicing and Management (DISM) tool which fixes the Windows corruption error if there are any. Follow the steps as described here:
1. Press Windows+X.
2. Click on Command Prompt and select Run as administrator.
3. Type the command DISM.exe /Online /Cleanup-image /Restorehealth and press Enter.
4. Alternatively, in the Command Prompt window, type sfc/ scannow and hit Enter - this way the System File Checker will scan the machine for corrupted or missing system files and then try to fix them.

Alternatively, you can also try running the remote machine in Safe Mode as described here.

Hope that helps.

Hello Michael,

I'm glad to hear we were able to help and it works for you now!

Let us know if you have any questions or need our assistance.

Hello Michael,

Thank you for the clarification.

Yes, the password that is set up on the Host's side and the password that you save in the Connection Properties window must match in order for the connection to work. If you enable the feature to randomly generate a Host password while generating an installer, then you should receive an email with encrypted code that contains the access credentials. You can add this Host to your address book via the Add using code feature. This way, the correct password is automatically saved in the respective connection properties for a corresponding Host (each Host has a different password).
Please note that if you save the wrong password in your default connection properties (for example, the "password" password), you won't be able to connect to remote Hosts, since your Viewer will attempt to connect using the wrong password saved in the connection properties.
In this case, we recommend that you try adding Hosts to your address book via the Add using code feature as described in the guide linked above and see if this works for you.

Hope that helps.

Hello Michael,

Thank you for your message.

I am worried about the security of the software. I'm worried about hackers using this as an opening to remote access computers that I am meant to protect.

Remote Utilities has a number of security features some of which are enabled by default and work automatically, for example, data encryption and Host identity check. Other security features you can also enable manually, such as 2-factor authentication, Ask user permission or IP filter. Remote Utilities can also work in an isolated environment or use your own self-hosted RU Server. In addition, please refer to this Security page to overview more of the security features available in Remote Utilities.

Hope that helps.

Hello Michael,

Thank you for your message.

Do you mean that you want all Hosts installed using this One-Click installer to have the same password? If this is the case, could you please let us know how do you set up the Single password when configuration the installer?

Looking forward to your reply.

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.