Pauline's community posts

Hello William,

Thank you for your message.

We're sorry to hear this has happened to you. Unfortunately, this look like a classic social engineering scam scenario. Answering your question - it's not possible to find out what kind of information/files was stolen from your computer. The log file will only show you what connection mode was used to connect to your Host, i.e. Full Control, File Transfer, etc. and date/time when the connection happened. Any traffic that goes via our servers is the traffic between Viewers and Hosts and it's always end-to-end encrypted, and our server which is only bouncing encrypted packets doesn’t know the contents of and doesn’t store any of said encrypted packets. Therefore, neither we nor any "middle man" knows what's inside the packets or is able to "decrypt" them.

In addition, we recommend that you try contacting your nearest police department and letting them know about the case so that they can investigate this further. We can provide our server logs that contain the originating IP address which is stored on our servers (i.e. the information that might help to identify whoever got the access to your computer). However, please note that the logs can be only provided if there's a direct request from the police. Here is an excerpt from our Privacy Policy:

Government and law enforcement agencies

We may also share information to (i) satisfy any applicable law, regulation, legal process, or governmental request; (ii) enforce this Privacy Policy and our Terms of Service, including investigation of potential violations hereof; (iii) detect, prevent, or otherwise address fraud, security, or technical issues; (iv) respond to your requests; or (v) protect our rights, property or safety, our users and the public. This includes exchanging information with other companies and organizations for fraud protection and spam/malware prevention.

This is strictly within the law and international treaties and also conforms to our privacy policy. Please feel free to provide our contact information privacy@remoteutilities.com to the police - we will be happy to provide our assistance to the investigation.

Please let us know if you have any questions.

Hello Tyrell,

Thank you for your message.

Unfortunately, we do not provide a mobile Host for Android or iOS yet - for now we only provide Host/Agent for Windows-based systems.
However, we already have a mobile Host for iOS/Android devices in our wish list and will definitely release it sometime in the future.

Please let us know if you have other questions.

Hello Fritz and Allan,

Thank you for your messages.

We understand your frustration and apologize for keeping everyone waiting. Unfortunately, the release of Host/Agent for Mac/Linux was delayed and we've previously shared that it's due to the fact that we've decided to use more advanced framework which will make the final product better and more reliable. We appreciate everyone's patience regarding the Mac/Linux release.

Please let us know if you have other questions.

Hello everyone,

Thank you for your patience.

I've checked on the issue with our developers and they've let me know that it's a known issue which will be fixed in an upcoming update.

Please let us know if you have more questions.

Hello Shane,

Thank you for your message.

Unfortunately, we're still testing this out and couldn't reproduce the issue so far. It seems like the issue is caused by some Windows updates though. Could you please let us know if the issue occurs on a virtual machine or on a regular desktop system or if you're able to reproduce it on multiple machines?

Looking forward to your reply.

Hello,

Thank you for your message.

I've forwarded the issue to our developers and have asked for their input on this to see if this might be expected behavior or something we can reproduce and fix.

I'll get back to your with an update on this shortly.

Hello Henrik,

Thank you for your patience.

I’ve checked on the issue with our developer and they’ve let me know that it’s not an expected or intentional behavior, so we will be testing this further in order to add a fix in our future updates.

Please let us know if you have more questions.

Hello Henrik,

Thank you for your message.

Yes, the "drag and drop" is definitely considered as copying rather than moving a file. However, I've additionally forwarded your question to our development department and have asked for their input on this.

I'll get back to your with an update on this shortly.

Hello Jay,

Thank you for your message.

Unfortunately, we couldn't reproduce the issue in our environment. Could you please clarify if you have both Viewer and Hosts updated to the most recent version 7.1.7.0? If some of your Hosts are not updated yet, please make sure to update them so that there's no version mismatch which might be resulting in this behavior.
In case if all of the remote Hosts have already been updated, then please let us know at least an approximate number of remote Hosts that you're trying to log off from when the issue occurs.

Looking forward to your reply.

Hello Victor,

Thank you for your message.

Could you please clarify if you've already updated all Remote Utilities modules to the latest version 7.1.7.0 (version 3.3.2.0 for the RU Server)? In addition, please let us know if you have any antivirus/firewall software installed on any side of the connection and if yes, please also let us know the name of the software.

Looking forward to your reply.