Need details of the Agent | Hacked my PC

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Mihir Gajjar, User (Posts: 1)

Sep 10, 2019 2:23:59 am EDT

Support level: Free or trial
Someone has accessed my important files and client information autonomously using this utility. i am not sure about much information but found logs.
please help me. how can i get the information of the person who connected my pc?
i do have all the log files in case if need.

Conrad Sallian, Support (Posts: 2591)

Sep 10, 2019 4:30:31 am EDT

Hello Mihir,

Thank you for your message.

You can locate the Host connection logs here "C:\Program Files (x86)\Remote Utilities - Host\Logs\". Agent logs are stored here "C:\Users\user_name\AppData\Roaming\Remote Utilities Agent\Logs\".

If you locate the Internet-ID code used during remote connection you can contact the police and ask them to investigate. If the connection was made through the servers hosted by us (you can tell that from the logs) we can try looking up the originating IP address in our server logs.

Please, note that we can only disclose this originating IP address to the police or other authorities and only by their official request (warrant). See our privacy policy.

Hope that helps.

ali shoeibi, User (Posts: 1)

Apr 21, 2020 6:17:40 am EDT

Support level: Free or trial
My pc was hacked using remote utilities some days ago,
I want to know is it possible for me to know details of attacker?
I live in Iran and I've contacted police, so I can get official request from police,
Thank you

Conrad Sallian, Support (Posts: 2591)

Apr 21, 2020 6:27:16 am EDT

Hello Ali,

Yes, if there is a direct official police or court warrant/request we can disclose log information that pertains to a specific remote connection under investigation. This is strictly within the law and international treaties and also conforms to our privacy policy.

You can provide our contact information to the police.

Thank you.

Milad Khoshdel, User (Posts: 1)

Oct 07, 2020 5:52:07 am EDT

Support level: Free or trial
Hello Dear Support Team,

Some Body Hacked our Servers Using this Tools. I checked the log file and the connection was made from your servers ( can i use your log files to get attacker's real ip address ? if yes how can i contact your support team privately ?

Polina, Support (Posts: 1172)

Oct 07, 2020 4:05:07 pm EDT

Hello Milad,

Thank you for your message.

We are sorry to hear that your servers have been hacked. Remote Utilities is legitimate software for remote access and remote support. Any illegitimate/malicious use of the software (including its modification, reverse engineering, "cracking" etc.) is prohibited by our EULA. Besides, in many countries, such use of computer technology is a criminal offense punishable by law.

In case if you believe that someone got unauthorized access to your computer you should contact your nearest police department and let them know about the case. We can provide server logs (information that contains the originating IP address which is stored on our servers). However, please note that the logs can be only provided if there's a direct request from the police. Here is an excerpt from our Privacy Policy:

Government and law enforcement agencies

We may also share information to (i) satisfy any applicable law, regulation, legal process, or governmental request; (ii) enforce this Privacy Policy and our Terms of Service, including investigation of potential violations hereof; (iii) detect, prevent, or otherwise address fraud, security, or technical issues; (iv) respond to your requests; or (v) protect our rights, property or safety, our users and the public. This includes exchanging information with other companies and organizations for fraud protection and spam/malware prevention.

Please let us know if you have any questions.

* Website time zone: America/New_York (UTC -5)

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