Conrad Sallian's community posts

asdffdsa wrote:

this is happened 4 times.
please, see the attached screenshot.

host machine: windows 11 23H2, running RU 7.6.2.0

maybe i did not explain my self well, here are the steps to reproduce.


1. using RU viewer, remote into host
2. run windows 11 update assistant to update to 24H2
3. host reboots
4. using RU viewer, notice that host is offline, i  CANNOT    remote into host machine.
6. on host, cannot start service using service.msc. so i must press the windows key to display the windows start menu, type "start host", run as administrator.

We will try to reproduce the issue exactly as you describe here and let you know. Thanks!

UPD: Our Testing has informed me that they also tested it with Windows Installation Assistant method back on 15 November. But we'll test it again just to confirm.

One more question. Have you checked the integrity of the Host files in the C:\Program Files(x86)\Remote Utilities - Host installation directory. The files rutserv.exe and rfusclient.exe shoulld be there.

We understand the issue. However, we are unclear on how RU Host is directly related to the fact that the Windows update on this machine disrupts the RU Host installation. Based on our tests and the absence of similar reports from other users, this may not even be caused by the Windows update itself (at least not directly).

Please note that when the Host fails to start, the most common reasons are:

1. Security software (this accounts for 99% of cases).
2. Specific settings on the machine that prevent the Host service from starting, such as certain security policies.

Could this be due to specific security settings or antivirus software on your machine? It would also be helpful if other users could contribute to this discussion and report any similar issues with the Host running after updating to 24H2. So far there were none - and this Windows update has been around since September.

Hello,

We sent the screenshots in the ticket that you created.

to be more clear, when you remote into the host, to run windows 11 update assistant,
which type of windows user?
1. administrator
2. non-administrator

Actually, it shouldn't make any difference. Windows Update should be running under a SYSTEM account with highest privileges anyway.

Have you looked on this troubleshooting page?

Hello,

We appreciate your feedback. Please, note that:

1. We have tested this twice on two different test machines, and we couldn't reproduce it. The Host worked ok.

2. We have sent you screenshots that confirm the test results.

3. We did not receive any reports from other users. If this kind of behavior persisted, our community forum and tickets would be flooded with messages.

P.S. Please, do not publish competitor names here (forum rules , rule #4). All products are differently treated by the system and/or antivirus sofware (just one example) and have different code.

Thank you.

Hi Robert,

Thank you for your message.

We do have a Host for Android on our wish list. However, with iOS, things are more complicated due to Apple’s restrictions. The existing solutions rely on the screen recording function in iOS to provide limited remote access for spontaneous support (a permanent Host is not possible). Unfortunately, it’s unlikely Apple will change this policy in the future.

We’ve made a few important updates to our licensing structure to simplify and improve clarity:

• Mini License Renamed to Plus: The "Mini" license is now called "Plus". This is a name change only—terms remain the same. Current Mini licenses will continue to work as usual, and users can add more techs or upgrade to Pro if needed. Note: The Viewer may still display "Mini" for now; this will be fixed in the next software update.
  
• Endpoint License Discontinued: The Endpoint license is no longer available for purchase. Existing Endpoint licenses remain functional, and users can still upgrade or extend them as needed.
  

Also, we've updated some terminology on our website and in the documentation for better clarity:

- Endpoint -> Controlled Device
- Concurrent Tech -> Concurrent User

For more details, read our full blog post here.

Thank you!

Hello Cosmos,

Thank you for your message.

The easiest way to go would be as follows:

1. Set up a Host and configure the Host settings as you want, by directly accessing 'Settings for Host' through the program GUI.

2. Export the registry key:

HKEY_LOCAL_MACHINE\SOFTWARE\Usoris\Remote Utilities Host\Host\Parameters\General

3. ...and deploy it on all affected machines, replacing the General key already there.

4. (Optional) Delete the registry key:

HKEY_LOCAL_MACHINE\SOFTWARE\Usoris\Remote Utilities Host\Host\Parameters\InternetId

on affected machines.

I recommend that you first try this method on 1-2 Hosts before deploying the script right away. Apply it on 1-2 affected Hosts and check their settings to make sure that everything worked as you intended.

For your information:

The

General

key contains all Host options including the 'Disable Internet-ID and callback connections'.

The

InternetId

key contains the actual internet-ID code generated.

Hope that helps.

Hi David,

That's not negative to you, it's ok for me, but this is only to explain my thoughts about that.

Of course, we understand. That's why we still offer this off fleixibility. The downside is that the file comes out unsigned but you can choose to sign it with your own certificate, of course.

If a quiet simple and OLD BATCH can solve this problem,
then a real softwaredeveloper should be able to do it as well.

We will take a look, thanks.

Is it correct, that the software has a problem in connecting with laptops with closed lid
and it can be resolved by activating legacy capture?

This depends on the state of the laptop with closed lid. If it's unavailable via network, Remote Utilities cannot connect. So it's not rather a question of a closed lid but network(adapter) availabillity.

Hope that helps.

Hello John,

The current version is 7.6.2.0 . Have you tried to update to that version?

A word of advice - please first update Viewer and then Host (using the Simple update feature) as described in this guide.

Please, let us know if you still experience issues connecting. If so, we'll need Host and Viewer logs to examine the issue.

Thanks.