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Hi Benny,

Thank you for your message.

I will be forwarding the issue to our developers for a review to see if we can try and reproduce it in our environment. Sorry for any inconvenience.

I’ll get back to you with an update on the issue shortly.

Hello everyone,

Thank you all for your patience. We’ve identified the root cause of the issue—it turned out to be a problem with the installer.

We’ll address this in an upcoming update, which typically follows the main release within a few weeks, after we collect additional bug reports.

Unlike some of our major competitors, we’re committed to keeping Windows XP support for as long as possible.

Current workaround:

For Viewer: You can use the portable Viewer, which does not require installation.

For Host: You can stop the Host service and manually copy the program files into the Program Files (x86)\Remote Utilities - Host\ folder from another machine (non-XP) where the new Host was successfully installed.

We hope this helps. Thank you again for your continued support!

Hi Keith,

Could you check this file and see if there are any installation/update errors there:

C:\ProgramData\Remote Utilities\install.log

Note: the ProgramData folder is hidden by default in Windows.

Keith Evans wrote:

heres a screen shot of the HTML the log only shows when first installed

Thank you. Please, try to open the updates URLs directly in the web browser on the Host PC:

https://update.remoteutilities.net/upgrade.ini

http://update.remoteutilities.net/host-7.7.3.0.exe

If you cannot download the ini file, then this URL is being blocked either on the computer or on the perimeter. So it might be the case of security software preventing the Host to retrieve upgrade information and then upgrade.

Hi Keith,

Thank you for the offer. For this issue there’s no need for me to connect directly to your computer, and in fact it wouldn’t help much — it appears that some security software is blocking access to our update distribution links. I suggested using a web browser just to confirm this, although the log already indicates it.

If this is a corporate network, please make sure that requests to remoteutilities.net are allowed to pass through. They are then forwarded to Amazon AWS servers to download the update file.

Hi Keith,

This might be a root certificate problem on Win 7 machines then. To check: visit this URL https://update.remoteutilities.net/upgrade.ini in the built-in IE browser on one of those machines. If it fails with certificate errors → definitely a root certificate issue.