Pauline's community posts

Hello Jaime,

Thank you for your message.

This can be occurring if some Viewer's files were somehow damaged/corrupted (perhaps, by some antivirus software).
Could you please try the following and see if this helps to resolve the issue:
1. Fully exit the Viewer File -> Exit.
2. Locate the file config_4.xml in the C:\Users\[Your_username]\AppData\Roaming\Remote Utilities Files\ folder.
Please note that the AppData folder is hidden by default, so this is why you can't find the Roaming folder. In this case you need to enable "Hidden files and folders" in Windows Explorer settings. Here's how you can do this.
3. Remove the config_4.xml file from that folder.
This will reset the Viewer settings and remove the current free license key from the key storage as well. Your address books won't be affected.
4. Run Viewer and try registering it with your new license key once again as described here.

In case if you have any antivirus/firewall software installed on your Viewer machine, please make sure to add Viewer installation folder to the exception list as described here - this will help to avoid similar issues in the future.

Hope that helps.

Hello,

Thank you for your message.

Please try enabling the Capture alpha-blending windows feature in the Connection properties window -> Additional properties tab and see if this helps to resolve the issue. Please make sure to fully close any active sessions before enabling the feature and re-connect to the remote Host afterwards.

Please let us know if the issue persists.

Hello Anthony,

Thank you for your message.

In order to set a custom password for all your Host installations, you need to leave the Automatically generate Host password unchecked (disabled) and set up the password on the next step of the configuration process - Host Settings Configuration. To set up the password, please do the following:
1. On Step 4 of the configuration, select the Pre-configure radio-button and enable the Security settings checkbox and click Finish.
2. In the opened Host Settings window, navigate to the Authentication tab and set up the Single password or another preferred authentication method. Please note that this password/access credentials will be applied to all Hosts installed using this specific installation package.
3. Click OK and save your custom installation file in a preferred folder.

Hope that helps.

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.