Pauline's community posts


Agent ad hoc connection

Pauline, Support (Posts: 2862)
Nov 04, 2022 4:38:28 pm EDT
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.

There is no quick connection option????

Pauline, Support (Posts: 2862)
Nov 04, 2022 4:38:26 pm EDT
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.

This site is blacklisted

Pauline, Support (Posts: 2862)
Nov 04, 2022 11:43:23 am EDT
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.

Someone tried to hack my computer

Pauline, Support (Posts: 2862)
Nov 03, 2022 5:12:27 pm EDT
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 privacy@remoteutilities.com to the police - we will be happy to provide our assistance to the investigation.

Please let us know if you have any questions.

This site is blacklisted

Pauline, Support (Posts: 2862)
Nov 03, 2022 2:56:20 pm EDT
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.

Multiple monitors - viewer forgets where it was

Pauline, Support (Posts: 2862)
Nov 03, 2022 2:56:14 pm EDT
Hello Peter,

I'm glad to hear it worked for you!

Please let us know if you have more questions.

Getting address book from server to mobile app

Pauline, Support (Posts: 2862)
Oct 31, 2022 6:41:00 pm EDT
Hello everyone,

Thank you for your feedback.

We're sorry for keeping everyone waiting - address book and the ability to sync it with a desktop Viewer are features that we definitely plan to add to mobile Viewer. However, please note that it requires revamping Viewer in order to make it more user-friendly, which we're currently in the process of. We'll do our best to make this upgrade available as soon as we can. Thank you for your patience.

Let us know if you have other questions.

Roll out 1 2fa for all host

Pauline, Support (Posts: 2862)
Oct 31, 2022 6:25:05 pm EDT
Hello Brad,

You can update your remote Hosts way easier via the Simple Update feature - this will keep all the settings intact and just update Hosts to the latest version available.
If you'd like to update some of the settings at the same time, then you can do so via the Remote Install Tool. Please note that you'd need to pre-configure your custom msi installation package with the settings that you'd like to update - this method will allow you to upgrade both Host version and settings simultaneously.

Hope that helps.

Roll out 1 2fa for all host

Pauline, Support (Posts: 2862)
Oct 28, 2022 7:10:55 pm EDT
Hello Brad,

Unfortunately, it’s not possible to upd ate an existing msi installer to keep the existing 2fa code - you can either update the existing Host installations which will keep the existing current code or generate a completely new installer which seems like the easiest way because it will let you to se t up 2fa on all Host installations both new and existing at once, so that they all have the same code.

Hope that helps.

Roll out 1 2fa for all host

Pauline, Support (Posts: 2862)
Oct 28, 2022 5:59:28 pm EDT
Hello Brad,

Thank you for your message.

Could you please clarify what do you mean by “it changes every time to upd ate it”? You can se t up one 2fa code for all your Hosts if you enable and set it up during the custom Host installer configuration process - this way all the Hosts installed using this custom package will have the same code in your 2fa app. When you update your Host via the Simple Update feature, the code settings should stay the same.
If you mean something else, please let us know.

Hope that helps.