Pauline's community posts

Hello Andrew,

Thank you for your message.

Could you please double-check if your Host and Viewer are both updated to the latest version 7.1.2.0 and there's no version mismatch which might be causing the issue? If one of the modules is outdated, you can easily update them to the latest version via the Simple Update feature.

Hope that helps.

Hello,

Thank you for your message.

If you believe that someone from that IP address has unauthorized accessed your computer, please contact your local police department and let them know this information, so that they can start an investigation on this case. As we've responded above, we will be glad to assist the investigation by providing our server logs if there's a direct request from the police - they can contact us at privacy@remoteutilities.com.

Please let us know if you have more questions.

Hello Shane,

Thank you for your message.

The issue might be caused by some antivirus software activity, for example, if Sophos is mistakenly blocking Host service. Could you please try adding the following Host installation folder to the Sophos exception list and see if it helps to resolve the issue:
C:\Program Files (x86)\Remote Utilities - Host\?
Here's how you can add an exception for Sophos.
In addition, if the above suggestion helps to resolve the issue, please feel free to to submit a false positive report on this page.

Hope that helps.

Hello Paul,

Thank you for your message.

This issue is most likely caused by some factors specific to the Windows 7 OS. Could you please try enabling the Capture alpha-blending windows feature as described in this guide and see if this helps to resolve the issue?
In addition, please note that we've deleted your another post in order to avoid duplication.

Hope that helps.

Hello Bill,

Thank you for the update.

This means that the issue is caused by Avast mistakenly blocking Remote Utilities. In order to resolve the issue, please try adding the following installation folder to the Avast exception list and see if you're able to connect this way with the antivirus software running as usual:
C:\Program Files (x86)\Remote Utilities - Host\
Here's a guide from Avast themselves on how you can easily add exceptions.

In addition, please consider submitting a false positive report to Avast, so that they could remove their false detection. You can submit a false positive report here.

Hope that helps.

Hello Carlos,

Yes, we actually plan to eventually revamp the mobile Viewer and implement more features, including some of the connection modes and, of course, a full-fledged synchronizable address book.

Please feel free to post another message if you have more questions.

Hello Bill,

Thank you for your message.

Before we proceed with further troubleshooting, could you please try the solutions listed on this KB page and see if any of them help to resolve the issue?

Please let us know if the issue persists.

Hello Allan,

Of course, we'll definitely make sure to notify all our users as soon as Host/Agent for Mac/Linux is available for download.

Please feel free to post another message if you have other questions.

Hello John,

Thank you for letting us know.

I'll forward this to our developers and we will additionally test this out to see if it might help to identify the root of the issue.

I'll keep you updated and will let you know if there are any news from our devs on this.

Hello everyone,

Thank you for your messages.

I'm glad to hear the connection works for you now!

Was that happenstance or did you do something on your end after the post was made this morning? I'm in FL too, not sure if that matters.

Our servers were up and running, but apparently there was some minor short-term issue that was quickly fixed - for more information please see this thread as well.

Please let us know if you have other questions.