Pauline's community posts

Hello,

Thank you for your message.

Of course, we understand your concern. Please note that you can also utilize RU Server which allows you to monitor activity of Hosts and Viewers that are connected via the Server.

Please let us know if you have more questions.

Hello Victor,

Thank you for your message.

Could you please clarify if the issue occurs only when connected to a remote Host? In addition, please let us know what version of Host you're using and the exact iOS version running on the Viewer device.

Looking forward to your reply.

Hello Marv,

Thank you for your message.

We do plan to add a few features regarding reports  on Viewer's side and they're already on our wishlist. Hopefully, we will be able to implement them with one of next updates.

Please let us know if you have other questions.

Hello Brad,

Thank you for your message.

You can find the Host installation log in the following folder: C:\ProgramData\Remote Utilities\install.log.
Could you please try following this guide provided by Microsoft and see if it helps to resolve the issue?
In addition, please try checking if you have the following registry key on your target machine: HKEY_LOCAL_MACHINE\SOFTWARE\Usoris\Remote Utilities Host\. If the key exists, please try deleting it, then restarting the PC and re-installing Host once again.

Please let us know if any of the above helps.

Hello Liam and Allan,

Thank you for the your feedback.

I'll forward your suggestion regarding the demo video to our development department to see if there's something we can do about that.

Please let us know if you have other questions.

Hello David,

Thank you for your message.

Please update your Viewer and Agent to the most recent version 7.1.7.0 following this guide - this should help to resolve the issue. When updating, please make sure that you update both Viewer and Agent to the same version so that there's no version mismatch which can also lead to some features not working as expected or other performance issues.

Hope that helps.

Hello Jaime,

Thank you for your message.

This can be occurring if some Viewer's files were somehow damaged/corrupted (perhaps, by some antivirus software).
Could you please try the following and see if this helps to resolve the issue:
1. Fully exit the Viewer File -> Exit.
2. Locate the file config_4.xml in the C:\Users\[Your_username]\AppData\Roaming\Remote Utilities Files\ folder.
Please note that the AppData folder is hidden by default, so this is why you can't find the Roaming folder. In this case you need to enable "Hidden files and folders" in Windows Explorer settings. Here's how you can do this.
3. Remove the config_4.xml file from that folder.
This will reset the Viewer settings and remove the current free license key from the key storage as well. Your address books won't be affected.
4. Run Viewer and try registering it with your new license key once again as described here.

In case if you have any antivirus/firewall software installed on your Viewer machine, please make sure to add Viewer installation folder to the exception list as described here - this will help to avoid similar issues in the future.

Hope that helps.

Hello,

Thank you for your message.

Please try enabling the Capture alpha-blending windows feature in the Connection properties window -> Additional properties tab and see if this helps to resolve the issue. Please make sure to fully close any active sessions before enabling the feature and re-connect to the remote Host afterwards.

Please let us know if the issue persists.

Hello Anthony,

Thank you for your message.

In order to set a custom password for all your Host installations, you need to leave the Automatically generate Host password unchecked (disabled) and set up the password on the next step of the configuration process - Host Settings Configuration. To set up the password, please do the following:
1. On Step 4 of the configuration, select the Pre-configure radio-button and enable the Security settings checkbox and click Finish.
2. In the opened Host Settings window, navigate to the Authentication tab and set up the Single password or another preferred authentication method. Please note that this password/access credentials will be applied to all Hosts installed using this specific installation package.
3. Click OK and save your custom installation file in a preferred folder.

Hope that helps.

Hello William,

Thank you for your message.

We're sorry to hear this has happened to you. Unfortunately, this look like a classic social engineering scam scenario. Answering your question - it's not possible to find out what kind of information/files was stolen from your computer. The log file will only show you what connection mode was used to connect to your Host, i.e. Full Control, File Transfer, etc. and date/time when the connection happened. Any traffic that goes via our servers is the traffic between Viewers and Hosts and it's always end-to-end encrypted, and our server which is only bouncing encrypted packets doesn’t know the contents of and doesn’t store any of said encrypted packets. Therefore, neither we nor any "middle man" knows what's inside the packets or is able to "decrypt" them.

In addition, we recommend that you 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. 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.