Community

Can't create agent with logo on 7.6.2.0 - An Unknown Error Occured

Links used in this discussion

andonevris Andonevris, User (Posts: 3)

Jan 01, 2025 6:16:07 pm EST

I am trying to create an agent using V7.6.2.0 including a logo but it fails every time with "An Unknown Error Occured"

The image is the same as I used on previous version without issue, it is in .png format. I tried various other images and also .jpg but the same issue.

If I try to create an agent.exe without the logo it works fine

Attached Files

Conrad Sallian, Support (Posts: 3095)

Jan 02, 2025 2:52:04 pm EST

Hello Andonervis,

Thank you for your message.

Please ensure that Viewer operation is explicitly allowed on the machine and by your ISP. The Viewer needs to be able to contact our website to generate a build.

Also, make sure that you use the latest version to date:
https://www.remoteutilities.com/download/

andonevris Andonevris, User (Posts: 3)

Jan 02, 2025 2:59:58 pm EST

Support level: Starter

As I stated If I create an agent.exe without the logo it works fine so there are no communication issues, It is creating an agent with a logo that is the issue.

I can also generate an msi package, without issue.

And as I already stated I am on V7.6.2.0 which is the latest version.

Conrad Sallian, Support (Posts: 3095)

Jan 02, 2025 3:19:15 pm EST

Please, send us the logo file that you are trying to use. You can send it to support@remoteutilities.com.

Thanks.

andonevris Andonevris, User (Posts: 3)

Jan 02, 2025 3:22:16 pm EST

Support level: Starter

I will open a ticket and attach it there.

Conrad Sallian, Support (Posts: 3095)

Jan 05, 2025 2:45:54 pm EST

Hi Andonevris,

We've updated the configuration server and fixed the issue. The logo integration should work now.

Sorry again for any inconvenience the bug might have caused. Thanks!

Oliver Kalkbrenner, User (Posts: 1)

Jan 22, 2025 2:30:50 am EST

Support level: Free or trial

I have exactly the same problem and cannot confirm that it should work now.
An AgentRUT.exe is now created, but this does not contain any logo, although it was previously selected.

I have tried several logos, .jpg .png etc. Nothing works.

Attached Files

Conrad Sallian, Support (Posts: 3095)

Jan 22, 2025 4:52:02 am EST

Hi Oliver,

Thank you for your message.

The window you are referring to with the Remote Utilities logo is simply a disclaimer that is shown only once. It will not appear again when the Agent is run next time on the same computer. The user should select the checkbox and click 'Continue'.

This disclaimer was added to prevent antivirus software from flagging Remote Utilities as an 'unwanted' program or even a threat. Unfortunately, there is little we can do in today’s overly cautious antivirus landscape, where almost everything is treated as a potential threat.

Hope that helps.

Conrad Sallian, Support (Posts: 3095)

Jan 22, 2025 4:58:57 am EST

Oliver,

Update on this issue: In the next update, we will remove the Remote Utilities logo from the disclaimer window and reduce the window size. We understand that for customized Agents, our logo may not be appropriate.

Submit a reply

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