Conrad Sallian's community posts

Hello John,

Nothing is missing. The file, it seems, is just deleted by your antivirus software.

What a/v software do you use on the Viewer machine?

P.S. Yes, you are correct. The rutserv.exe in Viewer assets folder is used for MSI Configuration.

Terry Crawford wrote:

Norton is also blocking 7.6.1.0 and 7.6.2.0.  Really need to get this fixed.

Hello Terry,

Have you tried sending a false positive report to Norton so that they fix their mistake?

Salgau Aurel wrote:

i will try to reach bitdefender team but until then i need to install an older version that does not have this problem.

can you provide a link with version 7.6.0? or 7.6.1?

Thank you,
Aurel.

Yes, please send a message to support@remoteutilities.com , we will send you a link to download the previous release.

P.S. We have also submitted a FP request to BitDefender.

Hello Salgau,

Thank you for your message.

Have you tried contating Bitdefender with this issue? Only they can resolve this issue, because it is their faulty algorithm that classifies legitimate software as malware.

Here is a link to submit a false positive request, for your convenience: https://www.remoteutilities.com/support/kb/remote-utilities-is-mistakenly-detected-as-malware/

Hope that helps.

Hello,

Thank you for your message.

This behavior looks like activity of antivirus software. Please, make sure that the Host is added to a/v software exceptions as described here.

Hope that helps.

Hello Gene,

Thank you for your report. It's all the more weird that Viewer is just a client, it cannot grant remote access by definition. So it cannot be a 'trojan' even in theory.

We will submit a false positive report to MS right away.

Hello Glen,

Thank you for your message.

Of course, we will take a look and make sure that this won't happen again. Sorry for the inconvenience.

Hello Martin,

So long as the VM has internet connectivity you can always connect to the Agent using its Internet-ID. Provided the connectivity is not blocked by any endpoint or perimiter security software, that is.

Hi Matthew,

To clarify, once the host is installed and has taken its first connection, will subsequent host upgrades not trigger this message popup?

They should not trigger the message popup. This is because the flag is set locally once, and updates/upgrades do not affect it—unless the Host registry settings are cleaned up (since the flag is stored there).

Hope that helps.

Hello Matthew,

Thank you for your message.

I have just started to notice that when I install a fresh 7.5.1.0 via the silent installer, upon connection, I see the right hand corner "You have installed Remote Utilities..." message as attached.

This window was introduced a year ago in version 7.2.2.0 and was a necessary step to alleviate antivirus software detections. Unfortunately, with each new version, we have to introduce new restrictions like this because their (i.e., antivirus software) paranoia is beyond measure, and they would otherwise make using our software impossible. Of course, it's all done "for your own security," as they like to say.

This message is an issue for us. We roll out RU on dozens of machines, and we may not connect to them for potentially weeks or months into the future. Some of these machines are customer devices, others are headless servers with no mouse and keyboard.

We added a timer to the button since we anticipated this situation. Once the timer elapses, the message will disappear and will not appear again on the same machine.

Sorry if this message causes any inconvenience. We would gladly remove all this paraphernalia, as it was back in the days when running software from an unknown source and letting a stranger in was the victim's fault, not the manufacturer's, as it is now. But we can't, because antivirus software simply won't allow it.