Pauline's community posts
2FA broke direct connection
Pauline,
Support (Posts: 2892)
Feb 11, 2022 4:22:30 pm EST
Hello Steven,
Thank you for your message.
It seems like the issue might have been caused by some antivirus/firewall activity that could mistakenly damage or delete some files fr om the Host installation folder or Host's registry key.
Could you please try fully uninstalling Host on the machine wh ere the issue occurs following this guide, then restarting the remote machine and re-installing Host from scratch to see if this helps to resolve the issue?
In addition, please make sure to add the Host installation folder to the exception list of the antivirus software installed on this machine: C:\Program Files (x86)\Remote Utilities - Host\.
Hope that helps.
Thank you for your message.
It seems like the issue might have been caused by some antivirus/firewall activity that could mistakenly damage or delete some files fr om the Host installation folder or Host's registry key.
Could you please try fully uninstalling Host on the machine wh ere the issue occurs following this guide, then restarting the remote machine and re-installing Host from scratch to see if this helps to resolve the issue?
In addition, please make sure to add the Host installation folder to the exception list of the antivirus software installed on this machine: C:\Program Files (x86)\Remote Utilities - Host\.
Hope that helps.
How do I download the temporary key text to update my host?????
Pauline,
Support (Posts: 2892)
Feb 11, 2022 4:15:55 pm EST
Hello Michael,
Thank you for your message.
Please try clicking this link - the license key will be downloaded automatically. After the license key file is downloaded, please try registering your Viewer following this guide.
Hope that helps.
Thank you for your message.
Please try clicking this link - the license key will be downloaded automatically. After the license key file is downloaded, please try registering your Viewer following this guide.
Hope that helps.
Unable to Connect with Host
Pauline,
Support (Posts: 2892)
Feb 11, 2022 4:08:22 pm EST
Hello Julie,
Thank you for your message.
Could you please clarify if you've registered your Viewer with the temporary license key provided in the upgrade guide? Please note that this a special temporary license key that we provided to our users, so that they can connect to their Hosts of version 6 in order to upgrade them.
If you haven't registered your Viewer with the provided license key yet, please download the license key file here and register your Viewer with this key following this guide.
After your Viewer is registered please try connecting to the remote Host once again and see if you're able to connect this way.
If your Viewer already was registered with this license key, but you still can't connect to the remote Host, could you please let us know if there's any antivirus software installed on the remote Host machine?
Looking forward to your reply.
Thank you for your message.
Could you please clarify if you've registered your Viewer with the temporary license key provided in the upgrade guide? Please note that this a special temporary license key that we provided to our users, so that they can connect to their Hosts of version 6 in order to upgrade them.
If you haven't registered your Viewer with the provided license key yet, please download the license key file here and register your Viewer with this key following this guide.
After your Viewer is registered please try connecting to the remote Host once again and see if you're able to connect this way.
If your Viewer already was registered with this license key, but you still can't connect to the remote Host, could you please let us know if there's any antivirus software installed on the remote Host machine?
Looking forward to your reply.
Host Icon disappears from Windows Icon Tray
Pauline,
Support (Posts: 2892)
Feb 11, 2022 10:43:15 am EST
Hello Werner,
In this case, the issue might be occurring if the MS Defender started to mistakenly delete/block the Host service. If you notice that this applies, please submit a false positive report to Microsoft here, so that MS Defender can remove the false positive detection - they usually resolve such issues pretty fast.
Hope that helps.
In this case, the issue might be occurring if the MS Defender started to mistakenly delete/block the Host service. If you notice that this applies, please submit a false positive report to Microsoft here, so that MS Defender can remove the false positive detection - they usually resolve such issues pretty fast.
Of course, please feel free to contact us if you have more questions or need our assistance.Follow your suggestions next time I'll be there.
Hope that helps.
Wake on lan using other host
Pauline,
Support (Posts: 2892)
Feb 10, 2022 4:23:54 pm EST
Hello Martin,
Thank you for your message.
I have forwarded your input to our developers as well and have asked them to look further into this. Sorry for the inconvenience.
I'll get back to you with an update on this issue as soon as I hear back from our development department.
Please let us know if you have more questions.
Thank you for your message.
I have forwarded your input to our developers as well and have asked them to look further into this. Sorry for the inconvenience.
I'll get back to you with an update on this issue as soon as I hear back from our development department.
Please let us know if you have more questions.
Unable to Connect with Host
Pauline,
Support (Posts: 2892)
Feb 10, 2022 4:21:03 pm EST
Hello Julie,
Unfortunately, in this case you will need to access the remote Host machine manually in order to upgrade the Host. In case if the issue persists even after Host is upgraded to the latest version, please try referring to this KB troubleshooting guide and see if any of the solutions help to resolve the issue.
If none of the above helps, please let us know, so that we can look further into the issue.
Please let us know if you have more questions.
Unfortunately, in this case you will need to access the remote Host machine manually in order to upgrade the Host. In case if the issue persists even after Host is upgraded to the latest version, please try referring to this KB troubleshooting guide and see if any of the solutions help to resolve the issue.
If none of the above helps, please let us know, so that we can look further into the issue.
Please let us know if you have more questions.
Windows Defender flags viewer7.0.2.0.portable.zip as PUP
Pauline,
Support (Posts: 2892)
Feb 10, 2022 3:56:59 pm EST
Hello Syl,
Thank you for your message.
These are false positive detections. Unfortunately, it's a common practice to see a number of false positives for some time after new version is released since modern a/v software detections are almost entirely based on statistics, AI and heuristics - it will take some time, perhaps, a couple of months before the dust with the false positive detects settles.
However, please note that we send false positive reports to the antivirus software vendors on a regular basis, so that they can remove the false positives. In addition, we also recommend that our users send the false positive reports as well, since this might speed up the issue resolution because the a/v software vendors will more likely to listen to their own customers - for example, please see this thread.
Unfortunately, our assistance with the antivirus-related issues is very limited since we have no control over their software or detections. In case if some antivirus software is blocking or deleting Remote Utilities on your machine, please try submitting a false positive report and adding RU installation folders to the exception list as described here.
Hope that helps.
Thank you for your message.
These are false positive detections. Unfortunately, it's a common practice to see a number of false positives for some time after new version is released since modern a/v software detections are almost entirely based on statistics, AI and heuristics - it will take some time, perhaps, a couple of months before the dust with the false positive detects settles.
However, please note that we send false positive reports to the antivirus software vendors on a regular basis, so that they can remove the false positives. In addition, we also recommend that our users send the false positive reports as well, since this might speed up the issue resolution because the a/v software vendors will more likely to listen to their own customers - for example, please see this thread.
Unfortunately, our assistance with the antivirus-related issues is very limited since we have no control over their software or detections. In case if some antivirus software is blocking or deleting Remote Utilities on your machine, please try submitting a false positive report and adding RU installation folders to the exception list as described here.
Hope that helps.
Free license: Notification near the system tray and other changes
Pauline,
Support (Posts: 2892)
Feb 10, 2022 3:40:11 pm EST
Hello Anthony,
Thank you for your message.
Please note that it would be possible to display the notification banner on the Viewer's side as well, if needed. For example, currently the commercial license users are able to enable this notification banner in the Host Settings -> Interface tab if they want to display it for some reason. So when this feature will be implemented, it will still be possible to choose if you want to display the connection alert and choose the screen corner where you want to display it.
Hope that helps.
Thank you for your message.
Please note that it would be possible to display the notification banner on the Viewer's side as well, if needed. For example, currently the commercial license users are able to enable this notification banner in the Host Settings -> Interface tab if they want to display it for some reason. So when this feature will be implemented, it will still be possible to choose if you want to display the connection alert and choose the screen corner where you want to display it.
Hope that helps.
Unable to Connect with Host
Pauline,
Support (Posts: 2892)
Feb 10, 2022 3:09:06 pm EST
Hello Julie,
Thank you for your message.
Could you please clarify if your Host is updated to the latest version 7.1.2.0 as well? If you use Host of version 6 or older, please try updating it to the latest version following this step-by-step guide and see if this helps to resolve the issue.
Please let us know if the issue persists.
Thank you for your message.
Could you please clarify if your Host is updated to the latest version 7.1.2.0 as well? If you use Host of version 6 or older, please try updating it to the latest version following this step-by-step guide and see if this helps to resolve the issue.
Please let us know if the issue persists.
Remote Install
Pauline,
Support (Posts: 2892)
Feb 10, 2022 2:39:32 pm EST
Hello Patrick,
Thank you for your message.
Yes, you can install other applications remotely via the Execute connection mode. Alternatively, you can also connect to a remote Host via the Full Control connection mode and just install software as you regularly would.
Hope that helps.
Thank you for your message.
Yes, you can install other applications remotely via the Execute connection mode. Alternatively, you can also connect to a remote Host via the Full Control connection mode and just install software as you regularly would.
Hope that helps.