Pauline's community posts

Hello Igor,

Thank you for the provided log file.

I've examined the log file, but haven't noticed any error entries in it. Since running the program using the system account works, then it might mean that running this program simply requires some elevated privileges, but since you've mentioned that you were able to run the same software in the previous versions of Remote Utilities, there might be something else causing the issue.  
I will forward the log file along with the issue description to our developers and will ask for their input on this.

I'll get back to you with an update on this shortly.

Hello Peter,

Thank you for your kind words! We appreciate it :)  

Please feel free to contact us again if you have any questions or need our assistance. We're always happy to help!

Hello Ramkar,

Thank you for your message.

I'm glad to hear you've figured our the issue and it works for you now! Thank you for sharing your solution on our forum, perhaps, it might be helpful for some user who might face similar issues.

In addition, please note that TCP port 5650 is used by Remote Utilities by default and can also be altered to a custom port value. For more information on ports used by Remote Utilities please see this page.
Last but not least, these troubleshooting guides might also provide a helpful solution when having connectivity issues:
1. This one for Direct connection.
2. This one for Internet-ID connection.

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

Hello David,

I'm glad it works for you now!

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

Hello Abdulla,

Thank you for your message.

Before we can proceed with further troubleshooting could you please try referring to this KB page and see if any of the solutions listed there help to resolve the issue? In case if none of the solutions helped and the issue persists please let us know.

Hope that helps.

Hello Steven,

Thank you for your message.

The issue one is Screen recorder just record a login screen, not the RDP session.

Unfortunately this is expected behavior which occurs due to the fact that Remote Utilities works in a console session, i.e. the Screen record feature always records exactly what is displayed on the remote machine's screen (i.e. login screen in case with an active RDP session).

The issue two is while start View Only on computerA, user will find RDP screen become black screen, once computerA exit View Only, user's RDP screen will return to normal.

Unfortunately, this is expected behavior which occurs due to the fact that the desktop OSs (such as Windows 10) does not allow to simultaneously run a console session and RDP - this is only possible with server OSs if the terminal server is set up (i.e. if there's an active RDP session on the remote machine, connecting to the machine in a Full Control/View Only connection mode will only log out the previous RDP session).
Please note that in case if there are existing terminal sessions running on the remote computer you should be able to switch to the terminal session using an dropdown menu on the Full Control mode toolbar.

Hope that helps.

Hello David,

Thank you for your message.

Could you please let us know if the detected file is a custom installation package configured via our MSI Configurator Tool? If this is the case, then please note that our vanilla Host installation package does not have these detects, please see here.
In cases when a custom installer is detected, we recommend that you add the directory with the file to your antivirus's exception list and then report a false positive as described here.
We will surely contact Avast regarding this detect, however, please note that they will more likely reply and assist their current existing customer. Moreover, they will most likely request you to send the detected file for the analysis, so that they can remove the false positive.

One more thing that we can recommend in this case is that in case if you've selected the Legacy Configurator option when configuring the installer, please try generating the installation package once again with the Online configurator option selected instead as it provides you with a digitally signed output file.

Please note, that unfortunately, our assistance with antivirus software related issues is limited. If Remote Utilities is falsely detected and/or removed from your system by antivirus software, please contact the antivirus software vendor. We do not have direct control over how Remote Utilities is treated by third-party security software. For more information please see our Support Policy. Sorry for the inconvenience.

Hope that helps.

Hello Mike,

Unfortunately, there is no such option to modify the username displayed in the Send Message mode within Remote Utilities as the displayed name is always the name of your local computer (i.e. the Viewer machine). However, please note that you can simply rename your machine, so the displayed name will be changed as well. Here's a guide from Microsoft on how to modify the computers name quick and easy.

Hope that helps.

Hello Mike,

Thank you for your message.

Please note that in order to see the report in the Inventory Manager window, you need to log on to the remote machine first. However, you can export the report by selecting File ->  Save as and access it even offline. For more information please see this page.

Hope that helps.

Hello Mike,

Thank you for your message.

In order to change your current name in the Text Chat mode, please click the Settings icon located in the upper left corner of the Text Chat window and navigate to the General tab. When on the General tab please deselect the Current username as nickname checkbox and specify a nickname you want to use in the respective field.
For more information on the Text Chat mode please refer to this page.

Hope that helps.