Pauline's community posts

Hello Joseph,

Thank you for your message.

Are you able to send us the latest Host log file?
You can send the logs to support@remoteutilities.com.

Looking forward to your reply.

Hello Brandy,

Thank you for your message.

Could you please verify that you’ve updated both Host and Viewer (as well as RU Server if used) to the most recent version 7.2.1.0 (and version 3.3.5.0 for RU Server respectively)?
If all modules are already updated, but the issue still persists, please feel free to send us the most recent log files - you can send them to support@remoteutilities.com.

Looking forward to your reply.

Hello Brad,

Thank you for your message.

The Host service might have been uninstalled as a result of some antivirus software activity. You can add the Host installation folder to the exception list as described here and also submit a false positive report to your a/v vendor - this should help to resolve the issue with uninstallation and, hopefully, prevent it in the future.
After you add the Host folder to the exceptions, you should be able to re-install Host via AD or try the solutions listed on this page.

Hope that helps.

Hello Keith,

Thank you for your message.

Could you please send us the log files as well? You can send them to support@remoteutilities.com or submit a ticket. We will try to reproduce the issue in our environment.

Looking forward to your reply.

Hello Trent,

Thank you for your patience.

We’ve reproduced the issue and have added the fix for it to our next update which should be released very soon.

Let us know if you have any questions.

Hello Trent,

Thank you for the clarification.

I will forward this issue to our developers to see if might be expected behavior or an issue we should be able to fix in our future updates.

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

Hello Dennis,

Thank you for your message.

There’s no need to uninstall previous version when updating Host. You can follow the steps provided in this guide to update your Hosts remotely.

Let us know if you have more questions.

Hello Trent,

Thank you for your message.

Please note that the Alt+F4 hotkey is currently assigned to close the File Transfer window by default. You can find the full list of available hotkey combinations here.
However, please note the that you can also edit some of the hotkey combinations as described here.

Let us know if you have more questions.

Hello John,

Thank you for your message.

Could you please verify that you’ve updated both Host and Viewer (as well as RU Server if used) to the most recent version 7.2.1.0 (and version 3.3.5.0 for RU Server respectively)?
If all modules are already updated, but the issue still persists, please feel free to send us the most recent log files - you can send them to support@remoteutilities.com or submit them in a ticket.

Looking forward to your reply.

Hello Bob,

Thank you for your feedback.

I understand your frustration with the notification banner, however, please note it wasn't our immediate priority, unlike, for example, Viewer and Host (Agent) for Mac and Linux which were just recently released for testing. As I mentioned in my earlier message, we're still considering to improve the banner, but our developers are still investigating on this possibility and the best way to implement this.
Since I'm just a support specialist, I can only assume that if it was purely a financial decision, we could've remove the free license beyond the 30-day trial altogether. However, it still remains fully functional even with the notification banner which you can click through.
In addition, please note that it's still possible to connect to your Host without seeing the notification banner - you can simply use Direct connection and you can even do so over the Internet, it will just require setting up some additional port forwarding as described here.

Hope that helps.