Pauline's community posts

Hello Todd,

Thank you for your message.

Unfortunately, we can't provide an approximate ETA on the File Transfer mode for Viewer for Mac/Linux yet. However, it will be definitely implemented either in the subsequent beta releases or in the final stable version release. Sorry for keeping you waiting.

Please let us know if you have more questions.

Hello Norton,

Thank you for your message.

We will submit a false positive report to Microsoft with regards to this issue. Please note, that new false positive detections are usually expected when there is a new version out. It takes a few days or even couple of weeks before a/v software learns to recognize new files as harmless. Unfortunately, we don't have much control over this process.

Meanwhile you can add the Host installation folder C:\Program Files (x86)\Remote Utilities - Host\ to the Windows Defender exception list as described here.
In addition, you can also submit a false positive report to Microsoft here as it usually helps to speed up the process of removing false positive detections.

Please let us know if you have more questions.

Hello Angela,

Thank you for your message.

Please make sure that you've updated the Host's Internet-ID code and the password in the Connection Properties window on the Viewer's side or try adding the same Host as a new connection to your address book.
In addition, please try the solutions listed in this Internet-ID troubleshooting guide and see if any of them help to resolve the issue.

Please let us know if the solutions from the guide above didn't help and the issue persists.

Hello,

Thank you for your patience.

I've checked with our developers on the issue and they've managed to identify what was causing it. We will implement a fix for the issue in one of our next updates.

Please let us know if you have more questions.

Hello Sid,

Thank you for your feedback.

Please note that our step-by-step uninstallation guide already provides the exact registry key that needs to be deleted on Step 3:

In Windows Search type in "regedit" and press Enter to open the registry editor:
For Host 6.3 or earlier, delete the registry key HKEY_LOCAL_MACHINE\SYSTEM\Remote Utilities\.
For Host 6.5 or later, delete the registry key HKEY_LOCAL_MACHINE\SOFTWARE\Usoris\Remote Utilities Host\.

Hope that helps.

Hello,

Thank you for your message.

Please try using this Microsoft Troubleshooting Tool that helps to automatically repair issues when you're blocked from installing/uninstalling or updating programs.
You simply need to download the troubleshooting tool, run it and follow the steps provided by the troubleshooter.

Hope that helps.

Hello,

Thank you for providing additional information.

I will forward the issue along with the text of the error to our developers and will ask them to look into the issue.

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

Hello Sid,

Thank you for your message.

Here are the registry editor levels you need to navigate to in order delete the Host’s registry key:
1. HKEY_LOCAL_MACHINE
2. SOFTWARE
3. Usoris
4. Remote Utilities Host
You need to delete the Remote Utilities Host section you locate on Step 4.
For full uninstallation please also make sure to remove folder C:\Program Files (x86)\Remote Utilities - Host.

Hope they helps.

Hello,

Thank you for your message.

Could you please let us know if the same issue occurs when you're copying any files between Host and Viewer? In addition, could you please let us know the exact full text of the error? Last but not least, please also let us know the size of the file in question.
You can send the file with the error text to us at support@remoteutilities.com.

Looking forward to your reply.

Hello Bob,

Thank you for your message.

Unfortunately, these options have not been added in the recent update yet as we're still investigating on the best way we could implement them. Hopefully, at least one of the options would be available in one of our future updates. We apologize if this makes our software less useful for you.

Please let us know if you have other questions.