Pauline's community posts

Hello Nijel,

Thank you for your message.

In case if the issue still persists, please feel free to send us the latest Host log file that you can locate in the C:\Program Files (x86)\Remote Utilities - Host\Logs\ folder. You can send it to support@remoteutilities.com or create a ticket in the Ticket System and submit the log file there.

Looking forward to your reply.

Hello Philip,

Thank you for the clarification.

In this case, could you please provide us the full log files from one of the Host machines that you cannot connect to (the most recent file should be enough)? You can locate the Host logs in the following folder: C:\Program Files (x86)\Remote Utilities - Host\Logs\ and send it to us to support@remoteutilities.com.

Looking forward to your reply.

Hello Jon,

Thank you for your message.

I'm glad to hear it works for you now.

The malware issue is wit the 7.2 hosts and defender on Windows 8.1

Could you please elaborate a bit more on the "malware issue" part? Is there another antivirus software that mistakenly detects our program on your computers?
As for the Windows Defender - unfortunately, we have very little control over the antivirus detections. However, this issue can be easily resolved by submitting the false positive report to Microsoft on this page - they usually quickly review the submission and remove the false positive detection, which clears up the previously detected files in your Windows Defender.

Hope that helps.

Hello Jarrod,

Thank you for your message.

It's possible to import the address book from Windows Viewer to Viewer for Mac/Linux, but, unfortunately, our Viewer app for Android still doesn't support the full-fledged address book and needs more improvements which we definitely plan to implement as soon as we can. Sorry for the inconvenience.

Please let us know if you have more questions.

Hello Jarrod,

Thank you for your message and for your support.

Yes, users with commercial licenses still can connect to their remote Hosts of version 6 since come of our paid users want to continue using their version 6 license. Thank you for your feedback, we appreciate it!

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

Hello Matthew,

Thank you for your message.

No, the notification banner is not displayed for both Host and Viewer when you connect to a remote Host from a Viewer registered with any commercial license.
When connecting to the remote Host please make sure that your Viewer is registered with your license key as described in this guide.

Please let us know if you have more questions.

Hello Les,

Thank you for your message.

We're glad to hear you were able to figure out the issue! These issues usually occur when the Viewer's configuration file was somehow corrupted/damaged which might have been caused by some antivirus/firewall software activity. In order to avoid similar issues in the future, please add the Viewer's installation folder C:\Program Files (x86)\Remote Utilities - Viewer\ to the exception list of your antivirus/firewall software if you have any installed.

Please let us know if you have other questions.

Hello Deden,

Thank you for the clarification.

Please note that when connecting via Direct connection or Internet-ID connection via the self-hosted RU Server, you can choose any other port that is available for you. In case if you're using Direct connection, you can change the port to a custom value in the Host Settings -> Port tab and Viewer's Connection Properties window -> Network tab.
If you use Internet-ID connection via the RU Server, you can change the Server's communication port as well by following the instructions provided on this page.

Hope that helps.

Hello Les,

Thank you for your message.

Could you please let us know if the issue still persists for you or if you're able to connect to your Hosts right now?
We've had a minor issue on our servers which occurred during the weekly maintenance, however, the issue was already fixed and other users have reported that the connection was restored for them. For more information on this issue you can also refer to this thread.

Looking forward to your reply.

Hello John,

Thank you for your message.

The banner will still not show for the host or the viewer with paid version correct?

Yes, of course, these changes do not affect any paid license and the banner will remain hidden. However, you can always enable the notification banner in the Host Settings if needed.

Please let us know if you have more questions.