Conrad Sallian's community posts

Hello John,

Frankly speaking there is nothing else we can recommend other than completely uninstall the Host and re-install it, as mentioned in the item #2 earlier. Remote Utilities installer uses Microsoft's MSI technology/format. If you cannot install the software in the first place this may point at issues with MSI. Here is a troubleshooting guide from Microsoft https://support.microsoft.com/en-us/help/2438651/how-to-troubleshoot-windows-installer-errors

heat Zone wrote:

Connection to "PC-Test" failed. Mode:  .
removed. Mode:  ."

Hello,

Could you tell us the versions of Viewer, Host and Server that you have. You can check version numbers in the program About window in each respective module.

Looking forward to your reply.

Hello Antoine

I'm glad to hear you have figured out the issue. Let us know if you need any further assistance.

EDIT: Hey Conrad, could replace my name on my previous post by anouz please?

You can edit your forum profile. Just click the dropdown link with your name on it at the top right corner of the page and select "My account".

Hope that helps.

Hi John,

Is this happening on a single machine or on different machines that you control?

Hello Antoine,

Thank you for your post.

Could you take a screenshot of the screen and send it here. If there is any personally identifiable information, such as your Internet-ID , please paint it out before posting the screenshot.

Hello John,

Please, do the following:

1. Add the Host installer to your antivirus software exceptions list. Specifically, add two folders to the exceptions:  the folder where you downloaded the installer (I also recommend that you re-download the file) and the target folder "C:\Program Files (x86)\Remote Utilities - Host". The latter may not be created yet, just add it manually to your a/v exceptions.

2. Clean up the older installation. Follow this Uninstall Host guide.

3. You may also check the Microsoft Fixit tool in case you cannot get rid of your previous installation.

Once you complete the steps above, restart your computer and try installing again. Make sure that the Windows account has full administrative privileges because they are required when installing the Host (it runs as a system service after the installation).

Hope that helps.

Hi John,

You are installing version 6.8.0.1. , not the beta. Is that correct?

Hello John,  

Thank you for your message.

In this installation step the program asks you to set Host access password. I.e. there is a child window that should appear in front of the main wizard window. This is how it looks like:



If you cannot see this window make sure that it's still there - maybe it was just hidden behind the wizard or minimized. There used to be a bug that could do that but we fixed it some time ago. Also, make sure that you download the program from this site and not elsewhere. The only official download pages are these https://www.remoteutilities.com/download/ (stable version) https://www.remoteutilities.com/download/beta.php (beta version).  

Hope that helps.

Hello Alan,

Please, try the following:

1. Fully exit the Viewer (File -> Exit).

2. Locate the file config_4.xml in the Remote Utilities Viewer %appdata% folder.

3. Remove the file from that folder. Send the file to us for examination at support@remote-utilities.com . This file doesn't contain any sensitive data, just your license information and Viewer settings. We want to check if it was corrupted somehow.

4. Start the Viewer. It should re-create the file again, you will need to re-enter your license key.

5. Start the File Transfer mode, resize its window to your liking, then close the Viewer and again open it and start the File Transfer mode. The program must remember the size that you set the last time.

Thanks.

Hello Eric,

Please, try solutions listed on this page. The "Use legacy capture mode" option can help in this situation.

P.S. If you are a PRO customer you can raise your support level from Basic to Pro. Learn more about support levels.

Thanks.