Pauline's community posts

Hello snk-nick,

Thank you for your feedback.

Unfortunately, we do not have any special relationship with a/v software vendors, this is why we always asking our users to submit a false positive report as well, since the a/v vendors are more likely to actually pay attention in case if the report comes from their own customer and resolve the issue faster. In addition, as I mentioned earlier, we submit false positive reports ourselves on a regular basis as well, but, unfortunately, sometimes it might take a while to even reach some vendors.
We're sorry to hear about BitDefender, we will definitely try contacting them once again. We apologize for the inconvenience.

I'll let you know once we get a reply from BitDefender.

Hello,

Thank you for your message.

We will immediately submit a false positive report to BitDefender, so that they can remove the detect. It would be also helpful if you could submit a false positive to them as well, since it's more likely that they'll more pay attention to a false positive report from their own existing customer and, hopefully, this will speed up the issue resolution.
You can submit a false positive report as described here. We also recommend that you add Remote Utilities installation folders to the exception list as well, just in case. Sorry for the inconvenience.

2) If that doesn't work, how can i update the remote host PC. I can access directly that PC, so I can do whatever I need by sitting in front of the remote PC.

Please try downloading the vanilla Host installer from our Download page here and simply running it on your Host machine, over the existing installation. This will update the Host's current version, but will keep all of your current settings intact.

We'll keep you updated on this and will let you know as soon as there are any updates on the issue from BitDefender.

Please let us know if you have more questions.

Hello Tomaz,

Thank you for your message.

Please try enabling the Use legacy capture mode checkbox 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.
In addition, please make sure that your Host and Viewer are updated to the same version (the latest version as of this writing is 7.1.2.0) as the version mismatch might lead to performance issues or some features not working.
Las but not least, please note that this solution for similar issues with the Full Control mode not functioning properly for example, on headless machines, has been included in one of our troubleshooting KB pages here.

Hope that helps.

Hello Graham,

Please try pinging our servers at id.remoteutilities.com as described in this guide and let us know the results.

Looking forward to your reply.

Hello Sue,

Thank you for your message.

Please try using the F12 key - it will switch you between view modes. Alternatively, you can also select the view mode in the Connection Properties window -> Mode tab.

Hope that helps.

Hello Brad,

Thank you for your message.

Please try using this Microsoft tool that helps to automatically repair issues when you're blocked from installing, updating or removing software. You need to download the troubleshooter tool, run it and follow the steps provided by the wizard.

Hope that helps.

Hello Olivier,

Thank you for your message.

Unfortunately, this is a pretty common practice for the new releases 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 this case, you've already submitted a false positive report, so hopefully the AVG team will resolve the issue as soon as possible, since it's coming fr om their own customer.  

Unfortunately, our assistance with the antivirus-related issues is very limited since we have no control over their software or detects - in this case, we can suggest temporarily disabling the antivirus when installing Host and adding the Host installation folder C:\Program Files (x86)\Remote Utilities - Host\ to the exception list as described here before turning the a/v back on.
In case if AVG only removes your custom Host installation package, as a temporary workaround please try installing vanilla Host from our Download page first, then adding the installation folder C:\Program Files (x86)\Remote Utilities - Host\ to the AVG exception list (I also suggest adding the folder wh ere you want to store the custom installation package to the exception list as well). Then you can run your custom Host installer over the existing installation - this will update the default Host settings and overwrite them with your custom ones.

Please let us know if you have more questions.

Hello Graham,

Thank you for the clarification.

It looks like the ISP of the network where the Hosts are located can be blocking access to our servers by mistake. Could you please double-check if you're able to ping id.remoteutilities.com? In addition, please try moving the Host that can't connect to our servers from its current network to another network (for example, you can even try mobile internet) and see if the Host can connect to our servers this way.
Last but not least, please feel free to send us the Host logs for examination. You can send them to support@remoteutilities.com, so that we can check if they contain any error entries that can point us to what's causing the issue.

Looking forward to your reply.

Hello George,

Thank you for your message.

Please note that Direct connection does not use relay servers as it's used when the remote Host is directly accessible for Viewer. Do you, perhaps, mean the Internet-ID connection in this case?

Is this some kind of policy change on your behalf or is there a technical problem stopping me fr om accessing your servers?

We haven't implemented any restricting policies that could prevent our users from accessing our Internet-ID servers, so this might be caused by some other factor. Perhaps, something is mistakenly blocking Remote Utilities or access to our servers — it might be caused by some antivirus or firewall software activity or even if your ISP is blocking access to our servers by mistake (hence why the servers are accessible for the remote Host in Greece).

Here's what we can do in order to resolve the issue:
1. First, please refer to this Internet-ID troubleshooting guide and see if the solutions listed there help to resolve the issue.
2. In case if the guide above doesn't help, please double-check the following:
- Make sure that required ports are opened on both sides of the connection.
- If you have any antivirus/firewall software installed on your machines, please check if it's not blocking Remote Utilities or access to our servers. If it does, then please try adding Remote Utilities to the exception list as described here as well as adding the DNS name id.remoteutilities.com to the exception list.
- Double-check if you have the same ISP for all the networks wh ere your Hosts cannot connect to our servers. If this applies, please refer to the ISP and ask them if they're blocking the access to our servers. You can also try switching one Host from such network to another network (for example, mobile internet) and see if the Host can connect to our servers this way.
- Last but not least, you can also try setting your DNS servers to Google Public DNS servers instead of your ISPs in your TCP/IP properties and see if this helps to resolve the issue.

Hope that helps.

Hello Graham,

Thank you for your message.

Could you please double-check if the Proxy settings on both sides of the connection are matching and set up correctly as described here? In addition, could you please clarify if both Host and Viewer are updated to the latest version 7.1.2.0 and if you have any other Host machines located in the same network that you cannot connect to as well?

Looking forward to your reply.