Pauline's community posts

Hello Rob,

Thank you for your message.

Could you please clarify if you have any other authentication method enabled in the Host's s settings on the Authentication tab? In addition, please let us know what authentication method is selected in the Connection Properties -> Authentication tab?
Also, am I right in assuming that you use the RU-Server as a relay server only, or do you also use it as an auth server as well?

Looking forward to your reply.

Hello Jia Lin,

This is expected behavior since you're running Agent under an account with admin rights - if you want to run Agent specifically as "User", you simply need to choose "No" option on the UAC prompt that appears upon the Agent's launch.
Alternatively, you can also create an account with no admin privileges, so this way Agent will always run as "User" unless you use the "Restart Agent as..." feature and enter the admin credentials.

Hope that helps.

Hello Rob,

I'm glad to hear that it works for you now!

Also, I with there was a way to do a simple update via selecting my newly created file.

Actually, it's possible to do so via the Remote Install Tool as described in this tutorial on the Advanced Update.
Please note that when Simple Update is used, it's possible to update the Host's version only, i.e. without updating any existing Host settings.

Please let us know if you have more questions.

Hello Rob,

Thank you for your message.

Please note that there is no difference for the MSI Configurator if you use a self-hosted RU Server or our public ID server to connect to remote Host machines since the MSI Configurator works via the regular network connection and you only need to make sure that *.remoteutilities.com can be accessed by the program.
In case if you'd had a proxy on the Viewer's side, then some settings of this proxy might have been causing the issue.

However, regarding the issue itself, could you please clarify if, by any chance, the issue with the MSI Configurator occurs on a machine running on Windows 7? If this is the case, then the issue is most probably caused by outdated security protocols (namely TLS 1.0 and TLS 1.1) which are no longer supported by the configuration server. In order to resolve the issue, you need to enable TLS 1.2 support on your Viewer machine. Please try following this step-by-step tutorial on enabling TLS 1.2 support and see if this helps to resolve the issue.

Please let us know if the above solution worked for you.

Hello James,

Thank you for the update. I'm glad to hear that the latest version works for you!

Please note that we do not recommend downgrading to previous versions. However, it's unlikely that the issue can re-occur, since it's usually caused by damaged/corrupted files.

Please let us know if the issue reoccurs again or if you have any other questions.

Hello Jeremie,

Thank you for your message.

I use the portable Remote Utilities program for all of my clients.

Could you please clarify if you mean the Agent module?
If this is the case, then please note that you only need to remove the following:
1. The Agent ".exe" file
2. The folder C:\Users\user_name\AppData\Roaming\Remote Utilities Agent\
3. The following registry entry:
Computer\HKEY_CURRENT_USER\Software\Usoris\Remote Utilities

Please try removing the above files and rebooting the machine where the issue occurs. After the machine is restarted, please re-download Agent from our website or re-configure a custom Agent package and try running it to see if the issue persists. Please note that it's recommended to use the latest 6.12.4.0 Beta 4 version.

Please let us know if the steps above did not help and the issue persists.

Hello Joshua,

Thank you for your message.

We definitely plan to significantly improve our mobile Viewer app, including implementing a full-fledged address book and improved interface. We will do our best to provide these features as soon as possible, but, unfortunately, we cannot provide any specific ETA on these improvements for the mobile Viewer yet. Sorry for the inconvenience.

Please let us know if you have other questions.

Hello James,

Thank you for your message.

Perhaps, the Host installation file or the rutserv.exe file was somehow corrupted, for example, by some antivirus software. Please try cleaning up your installation by following this complete uninstallation guide and then re-installing Host from scratch.

Also please try installing the latest 6.12 Beta 4 version instead of the 6.10.10.0, as the issue might have already been resolved in one of the most recent updates. It's available for download on this page.
When updating, please make sure to update both Host and Viewer to the same version as the version mismatch might lead to performance issues or some features not working.

In addition, we highly recommend that you add the Host installation folder to the antivirus software exceptions list to avoid future problems that might be caused by antivirus software activity.

Please let us know if the issue persists even when installing the latest 6.12. Beta 4 version.

Hello Samuel,

Thank you for the clarification.

Please try resetting the Viewer's settings and see if this helps to resolve the issue. In order to do so, please follow these steps:
1. Fully exit the Viewer File -> Exit.
2. Locate the file config_4.xml in the C:\Users\[Your_username]\AppData\Roaming\Remote Utilities Files\ folder.
Please note that the AppData folder might be hidden by default in which case you need to enable "Hidden files and folders" in Windows Explorer settings.
In addition, please note that Portable Viewer stores its configuration file config_4.xml in the same folder with main executable file rutview.exe. The configuration file is created automatically in the folder upon the first run of the program.
3. Remove the config_4.xml file from that folder.
This will reset the Viewer settings. Your address books won't be affected by this action. However, you will need to register Viewer with your License key one more time.
4. Run the Viewer and see if the issue persists.

Please let us know if the issue persists.

Hello Samuel,

Could you please clarify what version of Remote Utilities do you use on both sides of the connection, i.e. - for Host and Viewer? In addition, please try updating to the latest 6.12.4.0 Beta 4 version that was released on December 6 - there was an issue with the Host service not start automatically on Windows 7/XP.

The latest 6.12.4.0 Beta 4 version of Remote Utilities is available for download on this page. Please make sure to update both Host and Viewer.

Please let us know if the issue persists when using the latest 6.12.4.0 Beta 4 version.