Pauline's community posts

Hello,

Thank you for your message.

Before we can continue with further troubleshooting, please make sure that you've updated all your remote Hosts to the latest version 7.1.7.0 since outdated Host version can easily be the factor that's causing the issue.
Please note that if you can't update your Host remotely for some reason, you can always update it manually as well. In order to do so, simply download Host installer from our Download page and run it on the Host machine - this will automatically update Host and preserve its existing settings.

Let us know if the issue persists even after your remote Hosts are updated to the latest version.

Hello Carlos,

Thank you for your message.

You can try checking if an installation log file was created for Host and send it to us to [email protected]. You can locate the installation logs here: C:\ProgramData\Remote Utilities\install.log.
In addition, please let us know if there's any antivirus software installed on the machine where the issue occurs.

You can also try fully uninstalling Host first following this full uninstallation guide, then restart the Host PC and try installing Host once again.

Let us know if this works for you.

Hello Victor,

Thank you for your message.

I'm glad to hear that you've figured out the issue and it works for you now! Please feel free to let us know if you have more questions.

Thank you.

Hello Filip,

Thank you for your feedback.

We're definitely considering how we can make the notification banner less intrusive in our future updates. For example, we're planning to add a feature to hide the banner for Viewer's side within the remote session window or to select a preferred corner of the window to display it. We hope to implement at least one of these features in our future updates, but there's no specific ETA on that yet.

Please let us know if you have more questions.

Hello Robert,

Thank you for your message.

This is to inform you that I've already responded to your message in another similar thread to avoid duplication.

Let us know if you have other questions.

Hello Robert,

Thank you for your feedback.

We have a few features planned for Agent in our future updates, but automatically removing it from the address book after the session is over in not on our roadmap for now. However, I'll forward it to our development department for a review to see if we'll consider adding this feature in the future.
In addition, please also note that even free license allows you to add up to 10 connections to your address book, so even if you don't delete a connection right away, you can still have some free spots available in the address book.

I'm sorry, but discussing competing software is just not allowed on our forum in order to avoid unnecessary or excessive flooding. We welcome any feedback from our users, but our forum is meant for technical support, so this is done in an attempt to simply keep it at that.

Hope that helps.

Hello Peter,

Thank you for updating us on this. We're glad to hear that AVG get back to you so quickly and had already removed the page from their blocklist.

Please let us know if you have more questions.

Hello Pintu,

Thank you for your message.

We're sorry to hear this has happened to you! Here's a quick and easy step-by-step guide on how to fully uninstall Host or remove Agent from your computer and clean up any remaining traces of the software. Once you've uninstalled the software following the guide, any previous access via Remote Utilities to your computer that someone had gained will be lost.

In addition, if you believe that someone got unauthorized access to your computer, please try contacting your nearest police department and letting them know about the case so that they can investigate this further. We can 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. Unfortunately, we can't provide information on the IP addresses you've listed unless there's a request from the law enforcement in which case we're able to disclose our server logs. 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.

Please let us know if you have any questions.

Hello Peter,

Thank you for your message.

We will contact AVG regarding this issue. In addition, you can also submit a false positive to AVG as well, which can speed up the resolution process since it's more likely that they listen to their own customer. Meanwhile, you can also add our website to the exception list as described here.

Hope that helps.

Hello Peter,

I'm glad to hear it worked for you!

Please let us know if you have more questions.