Pauline's community posts

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.

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.

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.

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.

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.

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.

Hello Adam,

Thank you for the kind words.

Just wanted to add that as another alternative, you can also download the Portable Viewer of version 6.10.10.0 on this page and use it to connect to the remote Hosts of version 6 as a temporary workaround.

Hope that helps.

Hello Erik,

Thank you for your message.

I get why buying a paid license is a good thing, but basically the functionality of the server gets reduced for "free" users when using the more recent server version, right?

Actually, this is how the RU Server was meant to be used with the free license anyway - even before these changes were implemented, any free license key only allowed one tech to run remote sessions at any given time, so the same only one tech should've been able to connect to Hosts via this RU Server. Please also note that according to our EULA only one free license key is allowed per individual, company or organization.

Hope that helps.

Hello Adam,

Thank you for your message.

But when I try to connect I get the error message: "Attention! Your Host version mismatches Viewer version. This mode requires the same version on both ends. Please, update your Host." Is it possible to do File Transfer from the Version 6 Host to my Version 7 Viewer?

This issue occurs because the File Transfer mechanism was significantly re-written in version 7, so, unfortunately, the File Transfer mode won't work unless both Host and Viewer are upgraded to the same version.

As a temporary workaround, please consider using Agent of the latest version instead. Agent does not require installation and can be used for spontaneous remote sessions - you only need to download it to the remote machine and run. This way, you will be able to connect to the remote machine via the File Transfer mode.
The latest version of Agent is available for download on this page.
Alternatively, you can also configure a custom Agent package using the MSI Configurator Tool.

Hope that helps.

Hello Bobby,

Thank you for your message.

Could you please clarify if your Host and Viewer are now both upgraded to the latest version 7.1.2.0? Could you please let us know what exact steps have you already performed and at what exact step does the issue occur?

Looking forward to your reply.