Pauline's community posts

Hello Feisal,

Thank you for your message.

I've just checked if I'm able to connect to a remote Host via Internet-ID connection using our public server and can confirm that it works as expected, i.e. our public server is reachable. I've additionally checked with our developers if there were any recent downtimes or other issues with our servers and they confirmed that our servers are up and running.

The issue might be caused by some security software (for example, antivirus or firewall) on the perimeter blocking access to Remote Utilities. Could you please let me know if you have any antivirus/firewall software running on the Host machines where the issue occurs? In addition, please let me know if all of the machines are connected to the internet via the same ISP and if yes, then can you please provide us the name of this ISP as the issue might be occurring on their level (if the ISP is blocking access to Remote Utilities)?

Looking forward to your reply.

Hello Fritz,

Thank you for your message.

I've checked on this issue with our developers - they've confirmed that the issue is caused by some security software, i.e. antivirus/firewall software or even router. In this case, the issue is most probably caused by SentinelOne antivirus software that you've mentioned earlier.

In order to confirm this, you can try uninstalling the antivirus software from one of your machines and then try launching Portable Viewer of version 7.0.0.3 once again to see if the issue still persists. In case if Portable Viewer of the latest version works this way, then we recommend that you submit a false positive to the SentinelOne antivirus as well.

Please let us know if you have more questions.

Hello Daniel,

Thank you for your message.

Do you mean that you haven't installed Remote Utilities on this machine yourself? If this is the case, please note that Remote Utilities never gets installed on its own, i.e. installation of any module should be initiated by a user. In this case you can uninstall Remote Utilities following this complete uninstallation guide.

In case if you mean that you want to continue using Remote Utilities, then please note that the issue resulting in the "Fatal error" message like on your screenshots was a known issue that occurred in the version 7.0.0.2 of Remote Utilities and was already fixed in the subsequent release of version 7.0.0.3.
Version 7.0.0.3 of Remote Utilities is available for download on this page.

Please let me know if you mean something else or if you have more questions.

Hello,

Thank you for the provided update on this issue.

Please note that I've also replied to your ticket and requested some information required by our development department, including the Windows System Event Log file. I'll forward this information to our developers for their further investigation. You can attach the log files in the same ticket to avoid duplication.

Thank you!

Hello Hugh,

I'm glad to hear we were able to help!

Is there a reason that it refers to Host, rather than Agent?

This occurs due to both Agent and Host modules containing files rutserv.exe and rfusclient.exe and their respective system processes of the same name which must be running on the remote machine in order for Host/Agent module to work properly. For more information please see this page.

I think what put me off was that what appears in the UAC prompt isn't a reference to Agent, but to Host, so it looks to a naive user like me as if it wants to install Host rather than run Agent.

Yes, you're right as this part might be confusing to some users. I'll forward this suggestion to our development department for a review to see if we can improve the UAC prompt for Agent in order to make it more distinguished from Host's UAC window. Sorry for the inconvenience.

Please let us know if you have more questions.

Hello George,

Thank you for your message.

This has been disappointing as it has wasted a lot of time initially trying to add licenses after the upgrade until I realised that I needed to purchase new licenses - time most people don't have to waste.

We appreciate your feedback and apologize for the inconvenience. I've forwarded the feedback in this thread to my coworkers, so we can improve our update processes next time and make it more convenient for our users.

Please let us know if you have more questions or need our assistance.

Hello Hugh,

Thank you for your message.

This is expected behavior - running the Agent causes UAC prompt to show since admin privileges might be required for some operations. Please note that the UAC prompt is only shown in order to launch Agent, it does not start Host installation process. In this case the user can choose whether they want to run it with elevated privileges or not. If the user selects "No" in the UAC prompt, the Agent runs as a normal user.

Hope that helps.

Hello Mike,

Thank you for your feedback.

The issue when connection is getting stuck on the "digital map" screen is a known issue. You noted correctly that as it's mentioned in our Release Notes we've already partially fixed it in the version 7.0.0.3 - which resolved the issue for most users. However, since we've already been reported that the issue re-occurs for other users, we will implement additional fixes for this issue in our next update. Hopefully, the next update will be available very soon, but unfortunately, we cannot provide any specific ETA on it. Sorry for the inconvenience.

While we're working on fixing this issue, please try the following workarounds that might help you to connect to a remote Host:
1. Authenticate/Log in on one of your Hosts where the issue with the "world map" window occurs.
2. Start a Full Control session. The "world map" screen must be showing for some time.
3. In the Full Control window, right-click on the connection tab, select Send key command and choose a command to send (e.g. the Alt+PrtScr command).
4. If everything goes well the connection should immediately be established.
If the above solution did not help, please try simply closing the Full Control connection window and re-opening it once again right away.

Please let me know if you have more questions.

Hello,

Thank you for your message.

Please note that I've replied to the ticket you've created and will get back to you with an update on this via the same ticket in order to avoid duplication.

Thank you!

Hello,

Thank you for your message.

Could you please provide us the Host log files for examination? You can locate the Host logs in the following folder: C:\Program Files (x86)\Remote Utilities - Host\Logs\ and send the files to support@remoteutilities.com.

Looking forward to your reply.