Pauline's community posts

Hi Thomas,

Thank you for the follow up.

Could you please try fully uninstalling Viewer following this guide and see if reinstalling it might fix the issue? Make sure to also back up your existing address book prior to uninstalling Viewer.

Hope that helps.

Hello Thomas,

Thank you for your message.

Could you please try switching the keyboard input method to Unicode in the Connection properties -> Keyboard tab and see if this might help to resolve the issue. Make sure to fully exit remote session prior and re-connect to the remote Host once again to apply changes.

Hope that helps.

Hello Charley,

Thank you for your message.

Please make sure to add Remote Utilities installation folder to the exception list of any antivirus software you might be using. Here’s a guide with helpful links on how to do so.

Let us know if this helps.

Hi Douglas,

We’re glad to hear you were able to figure out the issue and it works for you now! Please feel free to contact us again if you have any questions.

Thank you.

Hi Giuseppe,

Could you please let us know what happens after the command is executed but uninstallation did not work? Do you mean that Host is still installed and functioning or that some files/folders are left behind?

Looking forward to your reply.

Hello Giuseppe,

Thank you for your message.

Please try using this Troubleshooting tool from Microsoft that can help resolve issues with updating/uninstalling software - simply download the tool and follow the suggested prompts. After that please try installing Host again to see if this helps to resolve the issue.

Let us know if this helps.

Hi Charley,

Thank you for your message.

Could you please clarify if you mean the mobile app or Viewer for Mac/Linux? Also please let us know what exact version of Remote Utilities you’re currently using and what’s the version of the OS running on the device in question.

Looking forward to your reply.

Hi Douglas,

In order to see whether a certain Host attempted to connect to our servers, we would need to take a look at the Host log files.
You can try setting up port forwarding like Benny recommends above. However, please note that before proceeding with further troubleshooting we would need to see if the issue persists when using the latest version of Remote Utilities. Alternatively, you can also try running the latest version of Agent and see if you’re able to connect to the remote machine this way.

Hope that helps.

Hello Douglas,

Thank you for your message.

In your initial post you did mention using version 7.1.7.0 which is slightly outdated and might be the reason behind the issue - for example, if Windows Security mistakenly flags older version. Please try updating your RU installation to the latest version 7.6.2.0 - make sure to update it on both ends, i.e. Host and Viewer. Here’s a quick guide on how to update Remote Utilities.

Let us know if this helps.

Hi Dave,

Thank you for your message and apologies for the late reply.

Could you please double-check if the issue still persists for you? It might be occurring if your remote Hosts were mistakenly flagged by an antivirus software - in this case, you can try adding your Host installation folder to the exception list following this guide.

Let us know if this helps.