FAQ

All data between the remote and local PC is encrypted using secure encryption algorithms (a 2048-bit public key and AES with a 256-bit session key). For more information please download our Security Overview.

Remote Utilities can only contact our servers to do one of these tasks:

  • Establishing a connection through our public Internet-ID servers. You don't have to use our public servers, it's just the default option for the Internet-ID connection type. You can always switch to a free self-hosted server (RU Server).
  • Generating a free license key from within the program as described here. There is an alternative way to generate a free license that doesn't require the program to communicate with our server.
  • Sending an email with Host access credentials when the Generate Internet-ID and Send Internet-ID via email features are enabled during MSI Configuration. Alternatively, you can either ask the remote person to tell you the Internet-ID and password, or you can use the auto-import feature with the self-hosted server that will automatically add newly added Hosts to your address book. Note that for the auto-import feature to work you need to use address book sync through the self-hosted server.
  • Checking for updates. To disable checking for updates, open the Viewer, select ToolsOptionsUpdate tab and select Never in the dropdown list.

RU Server never sends any requests to our company's servers. It is entirely up to you where the server connects to and which ports are in use. We provide complete documentation for the RU Server here.

If the remote Host is located in the same LAN or VPN as the Viewer you can use the Host's IP adddress or hostname (computername) for connection. See Connecting over LAN tutorial.

You can also establish direct connection over the Internet if you set up a port forwarding rule on your Internet router on the Host side.

Although the firewall bypass (Internet-ID) connection is supposed to go through firewalls in the majority of cases, in some cases it might not work because of an overly-strict network security policy. Please refer to the Ports used by Remote Utilities article.

Yes. You can install and use a self-hosted server at no charge and set it up as a relay server.

Yes. Install the Host module on the remote computer for 24/7 access.

Yes, you can. When prompted for password select the Save password checkbox:

Save password dialog

Alternatively, you can enter and save the access password on the Security tab in connection properties.

Yes. Use the built-in MSI Configurator to prepare an MSI installer and then deploy that file on your network using remote installation. You can also push-install Remote Utilities in a Windows domain using GPO.

No. Remote Utilities is stand-alone software. Its main modules - Viewer and Host — must be installed on the local and remote PC respectively.

You can also use a run-only version of the Host called Agent as well as portable and mobile versions of the Viewer. All modules are downloadable from the site.

You can share your address book in different ways — through manual export/import, by using a shared resource (e.g. Dropbox) or by setting up automatic sync via a self-hosted server.

No, Remote Utilities does not require JRE, ActiveX or other frameworks for operation.

No. We use our own remote connection protocol.

It is a one-time purchase. You can use your license key with the current major version forever. Updates/upgrades are governed by our Upgrade Policy.

  1. Download the program.
  2. Install the Viewer on the local (admin) PC. When installing, select the "30 day trial" option in the installation wizard.
  3. Install the Host on your remote (target) PC/PCs. There is no trial period for the Host because it doesn't require registration, it's a free module.

You can also select "Free version" during Viewer installation. In this case the program will run without a 30-day limitation. However, you will be restricted to 10 PCs in your address book.

Follow the ordering procedure listed on the Buy page. When you are redirected to the order form page, select the "Purchase order" at the bottom of the page and proceed with the order.

Please, note that we reserve the right to choose whether to fulfill the order (i.e. to deliver the license key) before or after your payment. We encourage you to contact us first at sales@remote-utilities.com or call 1-855-979-6680 to negotiate the purchase order terms.

Yes. We offer a 20% discount to non-profits. Please contact us at sales@remote-utilities.com.

No. You pay for the current major version of the software. All future updates (i.e. minor version upgrades) are free for you. In addition, you receive one year of free major upgrades. See our Upgrade Policy.

Any updates or upgrades are completely voluntary. The program never updates automatically; it can only notify you about the availability of a new version. The update/upgrade process is totally under your control.

However, we always recommend that you upgrade to the most recent version possible. The program constantly evolves, old bugs are fixed and new features are added.

Yes. You can connect to multiple remote desktops simultaneously and switch between them using tabs in the Full Control mode window.

Yes, you can. Even with a 1-tech license you are not restricted to a specific workstation. For example, you can install and register the Viewer on your home PC, your laptop and your office PC and work from any of those workstations — one at a time.

If there are two technicians who work simultaneously, you need a two-tech license. Again, each technician can install this license on any number of computers so long as there are only two technicians working with the license at any given time.

No, you cannot add a free license key to the License key storage if there already is a commercial license key. Learn more about adding multiple license keys.

However, multiple Viewers each registered with either a free or a commercial key(s) can work together. For example, they can connect to the same remote Host or Agent.

Submit a support ticket with the information about the purchaser so we can find you in our records.

You will receive a link to download the W-9 form in your order notification e-mail.

EU laws require our reseller, FastSpring, to charge VAT on purchases made by EU buyers. Learn more about how FastSpring handles VAT collection here.