Pauline's community posts

Hello,

Thank you for your message.

it is focused on the \windows\temp\host_upgrade file and I don't want to exclude the /temp folder - that would be very risky

Of course, we understand this. However, please note that we simply do not have control over Bitdefender mistakenly blocking and deleting the legitimate digitally-signed files of our software.
Unfortunately, in this case we can only suggest to update your Host manually by downloading the vanilla Host installer from our Download page and running it over the existing installation.
In addition, please consider submitting a False Positive report to Bitdefender as well if you haven't done so yet, as this could speed up the resolution of the issue from their side (since they will receive multiple false positive reports from their existing customers).
Sorry for the inconvenience.

Hope that helps.

Hello John,

Thank you for your message.

We will test this in our environment to see if we can reproduce the issue and implement a fix for it.

I'll get back to you shortly with an update on this issue.

Hello everyone,

Thank you for your feedback. We're glad to hear it worked for you and you can continue using Remote Utilities.

john kumpf

It appears to expire 2/14?

Yes, this license key is valid until 2/14 just in case if there are more users who still need to upgrade their installation.
However, please note that we recommend that you replace this temporary key with your new license key for version 7 which you can easily generate using this form.

Steve Monk

Just updated to version 7 from 6 and all I am seeing on the remote PC is a black screen. It used to work fine on v6.

Please try enabling the Use legacy capture mode feature in the Host Settings -> Other tab and see if this helps to resolve the issue. After enabling the feature please make sure to restart Host in order for the changes to be applied.
Please note that you can also enable the feature remotely via the Remote Settings feature - in this case Host will be restarted automatically when you apply the changes.

Hope that helps.

Hello Derry,

Thank you for the clarification.

Could you please try uninstalling Host completely and cleaning the previous installation traces as described here and then reinstalling it once again? However, this time before installing Host please also try adding the Host installation folder C:\Program Files (x86)\Remote Utilities - Host\ to the Vipre exception list as described here (you can additionally try adding to the exceptions the Host installer itself, so the antivirus would let it run).
The latest version of Host 7.1.2.0 is available for download on this page.

Please let us know if this helps to resolve the issue.

Hello John,

Thank you for your message.

I'm glad to hear you were able to upgrade using our workaround.

Is there a way to keep both the ID and the password?

Yes, if you're upgrading your Host manually by running a vanilla Host installer downloaded from our website - this should keep all the previous setting intact and carry them over to the upgraded installation.
However, if you upgrade your Host using a custom installation package built via the MSI Configurator Tool, this will update the Host settings as well according to the ones that were specified during the configuration process. Especially, if the installation package had the Internet-ID related checkboxes enabled on Step 3 - Advanced options -> Internet-ID tab of the configuration.
So in case if you want to keep your current Host settings, such as Internet-ID code and password, you can:
1. Upgrade Host via the Simple Update method.
2. Upgrade manually via the vanilla Host installer.
3. Upgrade via the custom installation package that does not have Internet-ID or password related checkboxes enabled.

Hope that helps.

Hello Frederico and Russ,

Thank you for your patience.

We've responded to your emails in order to avoid duplication.

Russ, I'm glad to hear it works for you!

Frederico, just in case if the email haven't reached you, please follow this quick step-by-step guide on upgrading to version 7 that Russ have also linked above.

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

Hello,

Thank you for your message.

Could you please clarify if you're trying to run an application on your Host machine via the Terminal connection mode? If this is the case, then when trying to run the application via the Terminal connection mode, please try selecting System as the "User context" (or if you already tried using System, please try selecting "Current user").
If you mean something else, please let us know.

Hope that helps.

Hello Werner,

Thank you for your message.

Please also try adding the folders to the exceptions/exclusion from the scan list as described on this page.
In case if some of the Remote Utilities files might have been deleted by Bitdefender, please also try checking the Quarantine and restoring the files from there, here's a guide on how you can do this.

In addition, thank you for submitting the false positive reports - hopefully, this will help to speed up the resolution of the issue since we've submitted the false positive reports to Bitdefender as well.

Please let us know if you have more questions.

Hello Derry,

Thank you for your message.

Could you please clarify if you were trying to upgrade from version 6 of Remote Utilities or if you already use version 7? Am I right in assuming that the issue occurs when you try to update your Hosts manually by running the Host installation file on the remote machine?

Looking forward to your reply.

Hello,

Thank you for your message.

I see that you've already replied in our thread here dedicated to the upgrading of Remote Utilities to the latest version.

Please feel free to let us know if you have other questions.