Perhaps, this was caused by the address book file being somehow corrupted (might have been caused by some antivirus/firewall activity). Could you please try updating one of the Hosts to the latest version 18.104.22.168 via the Self-Update feature. Then try logging on or connecting to the remote Host - after doing so, the information in your address book regarding the Host version should update automatically. In this case, you can simply delete the other connection entry.
1. the host has no way to tell the viewer that the update has completed sucessfully or has failed, is that correct? 2. if a user is working on the host computer, will the user notice the update process or is the update hidden from the user?
1. the host has no way to tell the viewer that the update has completed sucessfully or has failed, is that correct?
Yes, unfortunately, for now you need to re-log on to the remote Host after the update, so Viewer can get an updated information on the Host's version. However, we will improve this mechanism in our future updates, so the Viewer will fetch the information on the Host's version automatically.
2. if a user is working on the host computer, will the user notice the update process or is the update hidden from the user?
Update process is occurring in the background - i.e. Host will update itself automatically and then restart without any action required from the remote user. The only thing that a remote user can notice is that the Host icon will disappear from the system tray for 1-2 minutes while Host is updating - after Host has restarted the icon will be back in the system tray again.
Could you please clarify if you see the remote Host as offline in your address book or if your connection is stuck at the window with a "world map"? In addition, could you please double-check if Host is running at the remote machine, i.e. that you can locate its icon in the system tray?
Could you please also let me know if you're able to check if Host is running on the remote machine, i.e. if you see the Host icon in the system tray? In case if there's no Host icon in the system tray, then it might mean that the issue might also be caused if the rfusclient.exe was somehow removed from the Host installation folder C:\Program Files (x86)\Remote Utilities - Host\ (perhaps, by some antivirus software activity). Please double check if the rfusclient.exe file is present in the Host installation folder and try referring to this troubleshooting guide. In case if the solution suggested on the KB page does not help, please let us know, so we can proceed with further troubleshooting.