Pauline's community posts

Hello Ashley,

Thank you.

I'm afraid that the only solution here would be to completely uninstall the Host and then to install it from scratch.

I am sorry for any inconvenience.

Hello Ashley,

Thank you for your message.

Am I right in assuming that the installation directory is empty as if the Host was uninstalled?
Do you still have the connection in the address book in the Viewer? If yes - please try installing the Host using the Remote Install tool: https://www.remoteutilities.com/support/docs/remote-install-tool/

Looking forward to your reply.

Hello Dimitris,

Thank you for your message.

the saved credentials in the Viewer are not used. The username and password are saved in the Viewer beforehand.

Please try not to fill in the logon credentials on the RDP tab in the Host's Connection properties.

a command prompt opens asking for a password, where cmdkey.exe is involved.

cmdkey.exe is a part of the Windows OS and it's safe to use: https://docs.microsoft.com/en-us/windows-server/administration/windows-commands/cmdkey

Hope that helps.

Hello Roel,

Thank you for your message.

Please try using the Remote Install tool as a workaround and an alternative to Simple update. In this tool, the upgrade process uses a slightly different approach, so it should help override the problem with the restart manager.
The update issue was fixed in the current version 6.10.5.0, but unfortunately, it will not work retrospectively. The new process will start to apply when updating Hosts version 6.10.5.0 (i.e. the now current version) and later.

Hope that helps.

Hello Ashley and Roel,

This is a known issue and this is not an issue specifically with the simple update. For some reason, Windows Restart Manager (which may act as part of the msi installation procedure) fails to restart Remote Utilities Host service after the update.

We couldn't figure out exactly why this happens - there were few customers who reported this and we couldn't find a pattern, the issue happened quite randomly. We decided that we would rather completely re-write the update process to make sure the updater takes complete control over the process instead of delegating it to Microsoft's msiexec and the system. So we implemented this change in the current version (6.10.5.0).  

This fix has one downside though - unfortunately, it will not work retrospectively. The new process will start to apply when updating Hosts version 6.10.5.0 (i.e. the now current version) and later.

As a workaround and an alternative to simple update, you can use the Remote Install tool. In this tool, the upgrade process uses a slightly different approach, so it should help override the problem with the restart manager.

You will need a Host msi installer to "feed" into the tool. You can download it here https://www.remoteutilities.com/download/host6.10.msi

Hope that helps.

Hello David,

Thank you for your message.

Please try to customize hotkeys the Viewer uses. To change hotkeys:
1. Open the main Viewer window and navigate to the tab Tools -> Options.
2. In the Options window switch to the Hotkeys tab.
3. Specify a custom hotkey for Ctrl+Alt+Del.


Hope that helps.

Hello Scott,

Thank you for your message.

Please, make sure your phone and Host both synchronize their time from an online source. Also, please double check if the w32tm service is set up correctly on the Host machine.

Let us know if the problem persists.

Hello Rob,

Please clarify if you're trying to close the Viewer's side? Unfortunately, clicking on the OK button remotely won't work. In order to close the warning message, the remote user must click the button.

Let me know if you have other questions.

Hello Rob,

I'm glad to hear you have figured out the issue.

inverted triangle with an exclamation mark in the middle

This icon indicates that the Host version on the remote machine is outdated. It does not depend on the connection type.
Here's a related guide on updating the Host: https://www.remoteutilities.com/support/docs/updating-remote-utilities/#Updating_Hosts

Let us know if you need any further assistance.

Hello Max,

Thank you for your message.

Not to mention that this "feature" blocks the taskbar, so you're often prevented from fixing whatever problem you needed to fix remotely in the first place.

As I mentioned earlier, the notification is informational and shown only once. It doesn't prevent you from establishing a connection and can be closed by a remote user.
That message is necessary to let the user know that the program was installed and to prevent the rogue activities out-of-the-box. Remote users must always know that they are being monitored or are about to be monitored.

Let me know if you have more questions.