Conrad Sallian's community posts

Hello Barced,

In order to respond to your legitimate sarcasm, I'll tell you that I opened a support request with mcafee on 21 November. I submitted a "false positive" request on rutview.exe file. That request is still open without any response.

I am sorry to hear that. But this is also beyond our control. We cannot make McAfee become more customer-oriented overnight even if we wanted.

In my specific case, I asked for help to both parties, as we have a solid security policy based on Macafee products ( about which we are satisfied as far as
security is concerned); however, if this problem is not completely solved we will be forced to choose a different product for remote assistance, much to our regret,
considering that RU is a very, very good product.

Thank you for the kind words. Actually, we are very sorry to hear that antivirus software companies care so little about their customers' business.

I anyway still wonder why so many antivirus products detect RU as a threat.

I'm afraid you are exaggerating. Here is a current VirusTotal report on rutview.exe (version 6.9, the current one).

Rising is a Chinese antivirus that are really hard to get in contact with. As for Yandex, this is a Russian web browser "antivirus engine" that we still can't make stop detecting our software despite the fact they we contacted them and they said that they are working on the problem.

Thanks.

P.S. Sorry, modified the post since the VirusTotal link just wouldn't work properly. Now it works ok through a URL shortener.

Hello Hugo,

Thank you for your message.

We participate in McAfee whitelisting program and provided all our program files to them. They said they whitelisted them. We immediately inform McAfee whenever they falsely detect our software as malware and they report that they fixed the issue. For example, it was just a few days ago that there was yet another false positive that they said they fixed.

Pardon my sarcasm, but what makes users ask us for help in this situation, and not ask McAfee to help? How can we help if an antivirus software company falsely detects a legitimate and digitally signed file (the same file, not even changed) again and again? It's them, not us who mistakenly detect and remove legitimate software from your computer.

Please, don't think that we don't want to help you. We do. But we can only help with matters that we have at least some control over.

Hello Gil,

Thank you for your message.

Host version - i tried on same machine 6.9 and 6.3

We do not recommend to use outdated versions, especially 6.3 which is already pretty old. If you use Viewer 6.9 please also use Hosts 6.9.

Installation works OK and i get ID no problems. Cant connect.

We need to look at the Host log. You can locate the Host logs in this folder C:\Program Files(x86)\Remote Utilities - Host\Logs. You can create a support ticket and send us the logs through the ticket. Please, do not publish the logs on the forum, they are considered personal information.

Looking forward to your reply.

Hello David,

Sure, we will test that out too. Thank you very much.

Hello Seokjin,

Thank you for your message.

I care if I can use free licenses for commercial purposes.

Yes, you can use the free license for business.

Also, I would like to know what kind of restrictions to use for commercial purposes.

There are no restrictions except the general restriction of 10 remote computers for the free license.

Thanks.

Hello Anders,

Thank you for your suggestion. We will add this to our wish list.

Hello Mário,

No problem. Feel free to send another message if you need assistance.

Hi Stacy,

Then the issue might be caused by the bug that I mentioned earlier. This will be fixed in the upcoming update.

Sorry for the inconvenience.

Hello Alex,

On the window it's the Host configuration window, not the Viewer. It looks like you have non-standard DPI settings set in your system (i.e. other than 100%). Is that the case?

Hello Stacy,

Thank you for your message.

In order for Remote Utilities WoL feature to work, the following requirements must be met:

1. The Host is in direct visibility to Viewer over LAN. Viewer and Host must be on the same LAN subnet because WoL magic packet, generally, isn't routeable across subnets by definition.

2. You must connect from Viewer to Host at least once so that the Viewer could derive and cache the MAC address of the Host.

If the problem persists it could be caused by a bug that we have already found in the most recent version and this is going to be fixed in the nearest subminor update.