Pauline's community posts

Hello Flavio,

Thank you, I can see the email with the log files now. We will examine the logs and forward them to our developers to take a look at, if necessary.

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

Hello Flavio,

Unfortunately we still haven’t received an email with your log files. Could you please try resending it once again? Make sure that you’re sending it to [email protected] and you can also try sending it from another email address just in case.
In addition, please let us know if you have any antivirus software installed on any side of the connection.

Looking forward to your reply.

Hello Flavio,

Thank you for your message.

This issue seems like it might be caused by an external factor, such as internet connection or firewall settings.
Could you please send us the following log files:
1. The most recent Host log file.
2. RU Server logs.
3. Viewer logs.
We will examine the log files to see if there’s anything that might help in identifying the issue. You can send all logs to support@remoteutilities.

Looking forward to your reply.

Hello Jim,

Thank you for your feedback!

Please feel free to let us know if you have any questions regarding Host for Linux or if you need our assistance.

Hello Pete,

I'm glad to hear you've figured out the issue and it works for you now!

Feel free to let us know if you have more questions or need our assistance. We're always happy to help.

Hello Bharath,

Thank you for your message.

We're sorry to hear that this had happened to you! You should be able to easily uninstall Host from your computer - you can follow this guide that helps to fully uninstall software and remove any remaining traces, such as access settings, etc.

In addition, since someone got unauthorized access to the computer (which is illegal) you should try contacting your nearest police department and letting them know about the case so that they can investigate this further. In this case we will be able to provide our server logs that contain the originating IP address which is stored on our servers (i.e. the information that might help to identify whoever got the access to your computer). However, please note that the logs can be only provided if there's a direct request from the police. Here is an excerpt from our Privacy Policy:

Government and law enforcement agencies

We may also share information to (i) satisfy any applicable law, regulation, legal process, or governmental request; (ii) enforce this Privacy Policy and our Terms of Service, including investigation of potential violations hereof; (iii) detect, prevent, or otherwise address fraud, security, or technical issues; (iv) respond to your requests; or (v) protect our rights, property or safety, our users and the public. This includes exchanging information with other companies and organizations for fraud protection and spam/malware prevention.

This is strictly within the law and international treaties and also conforms to our privacy policy. Please feel free to provide our contact information [email protected] to the police - we will be happy to provide our assistance to the investigation.

Let us know if you have more questions.

Hello,

Thank you for your message.

In this case, could you please send us the most recent Host log file? It should contain some information on the File Transfer activity, so I could transfer it to our developers for examination. You can end it to us to [email protected].

Looking forward to your reply.

Hello Alexander,

Thank you for your message.

We definitely will add multi monitor support in subsequent updates of Viewer for Mac/Linux. Unfortunately, for now we can’t provide a specific ETA on this feature.

Please let us know if you have more questions.

Hello,

Thank you for your message.

I will forward this information to our development department, so we can test this out in our environment and see if we're able to reproduce the issue. Thank you for your input.

Please let us know if you have other questions.

Hello Pete,

Thank you for your message.

Could you please try fully uninstalling Viewer following this guide and then re-installing it from scratch? Full uninstallation cleans up all remaining traces of the software, so if there's a damaged/corrupted file that might be causing the issue, this should help to fix it.
In addition, please also make to add Viewer installation folder to the exclusion list of any antivirus software you might have as described here since the issue might be caused by a/v software mistakenly blocking/removing Remote Utilities from your computer.

Let us know if this helps or if the issue persists.