Pauline's community posts

Hello Jia Lin,

Thank you for the clarification.

Could you please clarify what do you mean by "self-created exe file"? In case if you mean that this exe file was downloaded from another third-party software or modified in any other way, then please note that we cannot provide assistance on undocumented capabilities or on modified/illegitimate versions of Remote Utilities. In this case we recommend that you remove the Agent and its files as described in my previous message from your computer and download an official legitimate Agent from our website or configure it using our MSI Configurator tool.
In addition, please note that any illegitimate/malicious use of Remote Utilities, including its modification, reverse engineering, "cracking", etc., is prohibited by our EULA.

Remote Utilities is provided on as is basis and the only customization options are those available in Options/Settings for the corresponding modules and our MSI Configurator. Please note that the Agent should only be running along with only one rutserv.exe process with the blue icon.

In case if you mean something else, please elaborate on this a bit more.

Hope that helps.

Hello Jørgen,

Thank you for your message.

Unfortunately, we couldn't reproduce the issue - the Agent starts after the system reboot right away. Could you please double-check with the remote user if they see an UAC prompt window for the Agent after the system is rebooted? If this is the case, then the user should click "Yes"/"No" button on the UAC prompt in order to proceed, so that the Agent starts running.

Alternatively, please consider using the Host module instead as it always starts with Windows by default. For more information please see this page.

Hope that helps.

Hello Howard,

Thank you for your message.

Could you please try copying the Viewer installation file to your desktop and installing Viewer from there?
In addition, please try selecting a different location on your computer as an installation folder for the Viewer and see if you still receive the same error.
In addition, could you please clarify if it's possible to run Portable Viewer on the same machine?

Finally, please try installing the latest 6.12.2.0 Beta 2 release of Remote Utilities instead of the 6.10.10.0 version as the issue might have already been resolved in the latest update.
The latest 6.12.2.0 Beta 2 version is available for the download on this page. Please make sure to use Viewer and Host/Agent of the same version to avoid version mismatch that might lead to performance issues or some features not working.

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

Hello Chad,

Thank you for your message.

Host/Agent for Mac/Linux is currently in development. Hopefully, we will be able to release the first beta version of Host for Mac/Linux by the end of this year, but unfortunately, we cannot provide any specific ETA on it yet.
However, we will certainly notify all our users when Host/Agent for Mac/Linux is released. Sorry for keeping you waiting.

Please let us know if you have other questions.

Hello Aaron,

Thank you for your message.

Could you please clarify if you mean the address book sync via RU Server feature? If this is the case, then this feature will be implemented in the final release of Viewer for Mac/Linux which we hope to release by the end of this year.

Hope that helps.

Hello Jia Lin,

Thank you for the clarification.

I've checked with our developers on this - could you please send us your Agent.exe file for examination? Perhaps, the Agent file was damaged or somehow corrupted which is now causing the issue - normally, you should have only one rutserv.exe process with the blue icon. You can send us the file to support@remoteutilities.com.

Meanwhile, please also try removing the current Agent files as described on this page - this will remove current Agent settings in order to avoid picking up old settings. After removing the files and registry key please try re-donwloading the vanilla Agent on this page (or re-configuring a custom Agent) and see if the issue persists.

Hope that helps.

Hello Teims,

Thank you for your message.

Unfortunately, we couldn't reproduce the issue - Host is compatible with Sticky Notes and there are no issues with running both Host and Sticky Notes on the same machine.

Could you please clarify what version of Remote Utilities do you use? In case if you use version 6.10.10.0 or any older version, please try updating your Remote Utilities installation to the latest version, as the issue might have already been resolved in the most recent release.
As of this writing, the most recent version is 6.12.2.0 Beta 2 and it's available for the download on this page.
When updating, please make sure to update both Viewer and Host to the same version as version mismatch might lead to performance issues or some features not working.

Please let us know if the issue persists even after updating to the 6.12.2.0 Beta 2 version.

Hello Jia Lin,

Thank you for your message.

The file rutserv.exe and its respective system process are included in Remote Utilities Host installation and are a part of the Agent module as well. The rutserv.exe system process must be running on the remote machine in order for Remote Utilities to work properly.

when I ended the RU agent process through the task manager, my exe program wont close together with the agent.

Could you please confirm if you mean that you select Agent.exe on the Processes tab of the Task Manager (or rutserv.exe on the "Details" tab), then select "End task" and the Agent window stays open on your desktop? If this is the case, then the Agent window should be automatically closed upon the process's ending.

Could you please double-check if you use the latest version of Remote Utilities available? As of this writing, the most recent version is 6.12.2.0 Beta 2.
In case if you use version 6.10.10.0 or any older version, please try updating your Remote Utilities installation before we can proceed to further troubleshooting as the issue might have already been resolved in the most recent release. The latest 6.12.2.0 Beta 2 version is available for the download on this page. When updating, please make sure to update both Viewer and Agent/Host to the same version to avoid version mismatch which might cause some features not working.

Hope that helps.

Hello Peter,

Thank you for your message.

Please note that in case if you want to perform a complete uninstallation of Host/Viewer and then reinstall modules from scratch, then you need to delete some additional files that store the module's settings. In order to completely uninstall Remote Utilities please follow this uninstallation guide - this will help you to clean up all the configuration files, so when you reinstall Remote Utilities, the settings will be reset to the default values.

As for the connection - perhaps, the issue might be occurring if the VPN software is blocking ports that are required to be opened for Internet-ID connection or blocking access to our Internet-ID servers.
Please make sure that outbound TCP ports 5655 or 443 are opened on the remote Host machine, so it's able to communicate with our public server. For more information on the ports used by Remote Utilities please see this page.
In addition, please make sure that the DNS name id.remoteutilities.com resolves to an IP address properly and is available when VPN is enabled.

Also, I'd recommend that you update your Remote Utilities installation to the latest version available - as of this writing, it's 6.12.2.0 Beta 2. Using the latest version might also help to resolve the issue or improve connection speed/performance.
When updating, please make sure to update both Host/Agent and Viewer to the same version as the version mismatch might lead to performance issues or some features not working.
The 6.12.2.0 Beta 2 version is available for the download on this page.

Finally, here's a related Internet-ID connection troubleshooting guide that might provide a helpful solution as well.

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

Hello Emiliano,

Of course, no problem. We're happy to help!

Please feel free to post another message if you have more questions or need further assistance.