Pauline's community posts

Hello Max,

Thank you for your message.

Unfortunately, the Internet-ID feature in version 6 of Remote Utilities is no longer available for free or trial users. Please try upgrading your installation to the latest version 7.1.2.0 following this step-by-step tutorial. This way you can continue using Remote Utilities for free. In version 7 we've also improved/fixed a lot of previously known issues and added some new features as well, you can see the full list here.

Hope that helps.

Hello George,

Thank you for your message.

Could you please let us know the following information:
1. What version of Remote Utilities is installed on Host's and Viewer's sides of the connection?
2. Do you use our public servers for Internet-ID connection or is it your custom self-hosted RU Server?

In addition, please refer to this Internet-ID connection troubleshooting guide and see if the solutions provided there might help to resolve the issue.

Looking forward to your reply.

Hello Trevor,

Thank you for your kind words and your support! We really appreciate that.

Please feel free to post another message if you have any questions or need assistance. We're always happy to help!

Hello Graham,

Thank you for your message.

I've checked the log files that you've provided, but, unfortunately, they don't seem to contain any error entires that might have point to what's causing the issue. However, I'll check with our developers on this once again to see if there are any updates and will get back to you shortly.

Sorry for keeping you waiting.

Hello Derry,

no the icon doesn't show on the task bar unless i pin it.

Please note that the Host icon should not be displayed in the task bar, instead it's displayed in the system tray near the digital clock and the language switch for the keyboard. Could you please check if you can see the Host's icon there?
In addition, please see this Documentation page on the Host icon that might be useful.

Not sure how I check if it's running at all if it won't open.

Please note that the Host service is running in the background, i.e. you will only see the icon in the system tray and not the user interface window on your desktop.
In order to check if the process is running, please press  Ctrl + Alt + Delete and then choose Task Manager. Navigate to the Processes tab and locate the process called Remote Utilities - Host in the list. If you can see this process in the list, it means the Host and its service are running and you can try connecting to them.

Please let us know if you have more questions.

Hello Josua,

Thank you for your message.

Could you please try using this Microsoft tool that helps you to automatically repair issues when you're blocked from installing, removing or updating programs and see if this helps to resolve the issue? You just need to download the tool, run it and follow the steps provided by the wizard.

Hope that helps.

Hello everyone,

Thank you for your messages.

Mark Bater and Louise Howard,
Unfortunately we couldn't reproduce the issue. Could you please try the following and see if this helps to resolve the issue?
1. Fully exit the Viewer File -> Exit.
2. Locate the file config_4.xml in the C:\Users\[Your_username]\AppData\Roaming\Remote Utilities Files\ folder.
Please note that the AppData folder might be hidden by default in which case you need to enable "Hidden files and folders" in Windows Explorer settings.
3. Remove the config_4.xml file from that folder.
This will reset the Viewer settings. Your address books won't be affected by this action.
4. Run Viewer, register it with your free license key again and see if the issue persists.

Please let us know if this helps.

Hello,

Thank you for your message.

Unfortunately, this issue caused by Bitdefender deleting our legitimate, digitally signed files from your computer (and it seems like changing the file's permissions, so that's why you get the "You don't have permissions" error). We've finally reached Bitdefender via Twitter and they've recommended that our users who experience the issue contact them at bitsy@bitdefender.com. For more information please see this related thread.
Please note that, unfortunately, our assistance with antivirus-related issues is extremely limited, since we don't have any control over them deleting/blocking our software. Hopefully, receiving a few reports from their own customers will help to remove this false positive detect and resolve the issue faster.
Sorry for the inconvenience.

Please let us know if there are any updates or a response from Bitdefender on this.

Hello John,

Thank you for the update on this.

Have you tried contacting Bitdefender and asking them what might've happened to the file's permission after it was restored from quarantine?

Please feel free to let us know if you have any updates on this.

Hello Derry,

Thank you for the update on this.

Could you please clarify if you see the Host's icon in the system tray after starting Host? If there's no Host icon in the system tray, then could you please check if the Host service is running on the machine at all? In case if doesn't, please provide us the following files for examination:
1. Windows System Events Log.
2. Host settings registry key.
3. Host log files. You can locate the log files in the following folder: C:\Program Files (x86)\Remote Utilities - Host\Logs. Please provide both connection (if any exist) and installation log files from this folder.
You can send all the files to support@remoteutilities.com.

Looking forward to your reply.