Pauline's community posts

Hello,

Unfortunately, in case if there are no logs or other RU files stored on the machine, then there's no way for us to tell if it was accessed or not since the log files are only stored locally and we have no access to them - only the user themselves can access the log or setting files on their machine and we only request files to diagnose connectivity or configuration issues.
However, as we've mentioned before, if you believe that someone had obtained unauthorized access to your machine (which is illegal), then please consider contacting nearest police department in order to report this - in this case they can request the logs from our servers which might help taking the originating IP address of whoever accessed your machine. You can also provide our contact email privacy@remoteutilities.com to the police department.

Hope that helps.

Hello Alain,

Thank you for the feedback.

Yes, we definitely plan to improve the notification banner in our future updates and make it less intrusive. Unfortunately, we can't provide any specific ETA on this for now. Sorry for the inconvenience.

Let us know if you have other questions.

Hello Maro,

Thank you for your message.

Please note that the notification banner was added for security purposes - we want to make our software as user friendly as possible so that the remote user is always aware that their computer is being controlled and/or monitored.
In addition, please also note that you can also use Direct connection in which case the notification banner will not be displayed.
Last but not least, we will improve the banner in the upcoming updates to make it less invasive.

Hope that helps.

Hello Aleš,

Thank you for your message.

Do you mean that you want to update the remote Hosts to the latest version 7.1.7.0? If this is the case, then of course, you can update your Hosts remotely via the Simple Update feature (you can update multiple Hosts just by selecting them in your address book) or via using the Remote Install Tool.

Hope that helps.

Hello everyone,

Thank you for your messages.

Please note that Microsoft has recently release an update for an issue with false positives which might be helpful in case if your antivirus software uses their databases (or refers to them). For more information you can refer to this page. So in this case, please try updating your Viewer and Hosts to the latest version 7.1.7.0 using Simple Update and please make sure to add your RU installation folders to the exception lists just in case as described here.
In addition, please make sure that you have the latest updates for Windows installed - you can use the Check for updates feature in the Windows Security Virus & threat protection screen to check for the latest updates.

Please let us know if the issue still persists after installing the mentioned updates for Windows and Remote Utilities as well.

Hello Pam,

Thank you for the clarification.

Could you please confirm that you're getting the error message on the Viewer's side and not on the remote Host machine? In addition, please also let us know if the issue occurs when you try connecting to only one Host (via a specific connection in your address book) or if you try connecting to any Host in your address book?

Looking forward to your reply.

Hello Victor,

I'm glad to hear you've already found the answer on our forum!

Please feel free to post another message if you have more questions or if you need our assistance.

Hello,

Thank you for the clarification.

In this case, you can also check the Windows System Events log to see if it contains any entries on the Host installation. Here's how you can filter the events log.
Alternatively, please note that we can provide logs from our servers that contain the originating IP address but only by a direct request from a law enforcement agency (police, for example) as mentioned previously.

Please let us know if you have more questions.

Hello Pam,

Thank you for your message.

Please try using this troubleshooting tool from Microsoft which automatically repairs issues when you're blocked from installing/uninstalling and updating programs as well as corrupted registry keys. You need to simply download the troubleshooter, run it and follow the steps provided by the troubleshooter.

Please let us know if this works for you or if the issue persists.

Hello,

Could this have been used to propagate to my Windows 10 Desktop, without accessing the Windows Desktop?

Do you mean if Host could be push-installed on your Windows across your network? It's possible to push-install Host via GPO or via Remote Install Tool, however, that would require to have access to Group Policy Management or access to admin$ share and local administrator rights on the remote PC. Please note that Host installation always requires to have administrator privileges.

At this point in time I don't believe that my Windows desktop was compromised, but of course I may be mistaken.

We recommend that you take a look at the Host log files - in the log files you can find exact information on when Host was installed and when/if it was accessed and what connection mode was used. Perhaps, this will help to determine if your Windows machine was compromised or not.

Hope that helps.