Mac Failed to initialize authorization process

Woody Smith, User (Posts: 2)

Apr 15, 2020 2:53:49 pm EDT

Support level: Free or trial
Remote Utilities Viewer: version 1.0.2.q Beta 2
  Running on Mac OS Mohave
Remote Utilities Host: version  
  Running on Windows 10 build 1909
  Direct connection
  single password security

Error message at viewer:  Failed to initialize authorization process. (image attached)
Address book shows host is offline.
Get exact same error message if try to launch Full Control or Logon in viewer.
It worked on this Mac last week.  Suddenly stopped working.
Have Restarted Mac.
Have deleted entry in viewer address book and recreated it.
Have uninstalled Remote Utilities, downloaded new copy.  Same error.

Have  a different Mac (running OS Catalina) at different location.  This Mac connects to host perfectly.
Have looked for PLIST.xml for Remote Utilities. Can not find RU Plist on OS Mohave.  Can find RU PLIST on OS Catalina.

Any suggestions?
Attached Files
Mac Failed to initialize authorization process

Polina, Support (Posts: 1173)

Apr 15, 2020 5:55:25 pm EDT

Hello Woody,

Thank you for your message.

Could you please try reinstalling Viewer once again without removing anything from the app package? In addition, please also check the logs by running the Viewer via Terminal.

Hope that helps.

Woody Smith, User (Posts: 2)

Apr 21, 2020 1:12:34 pm EDT

Support level: Free or trial
Issue Solved.
Thank you for writing back.  I did the reinstall.  Same error.  I worked with the Mac owner and got them to agree to a malware cleanup.  CCleaner - run.  MalwareBytes - run and remove 16 infection points. Restart Mac required to complete malware removal. Normal start. CCleaner - run. MalwareBytes - run and remove 2 infection points.  No restart required this time.  Opened Library(s) and removes left over parts of malware. Open Safari (only browser on this Mac) undo the proxies the malware had setup.  Restart Mac.  Use Safari to download new copy of Remote Utilities & install.  Works perfectly.
I hope this may help some other Mac user that believes Macs do not get infected.
Edited:Woody Smith - Apr 21, 2020 1:15:00 pm EDT

Polina, Support (Posts: 1173)

Apr 21, 2020 4:13:46 pm EDT

Hello Woody,

I'm glad to hear you've figured out the issue!

Thank you for your input - hopefully, it might be helpful for other users if they encounter similar issues.

Please feel free to post another message if you have more questions.

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