Pauline's community posts

Hello everyone,

Thank you for your messages.

Please note that Microsoft has recently release an update for an issue with false positives which might be helpful in case if your antivirus software uses their databases (or refers to them). For more information you can refer to this page. So in this case, please try updating your Viewer and Hosts to the latest version 7.1.7.0 using Simple Update and please make sure to add your RU installation folders to the exception lists just in case as described here.
In addition, please make sure that you have the latest updates for Windows installed - you can use the Check for updates feature in the Windows Security Virus & threat protection screen to check for the latest updates.

Please let us know if the issue still persists after installing the mentioned updates for Windows and Remote Utilities as well.

Hello Pam,

Thank you for the clarification.

Could you please confirm that you're getting the error message on the Viewer's side and not on the remote Host machine? In addition, please also let us know if the issue occurs when you try connecting to only one Host (via a specific connection in your address book) or if you try connecting to any Host in your address book?

Looking forward to your reply.

Hello Victor,

I'm glad to hear you've already found the answer on our forum!

Please feel free to post another message if you have more questions or if you need our assistance.

Hello,

Thank you for the clarification.

In this case, you can also check the Windows System Events log to see if it contains any entries on the Host installation. Here's how you can filter the events log.
Alternatively, please note that we can provide logs from our servers that contain the originating IP address but only by a direct request from a law enforcement agency (police, for example) as mentioned previously.

Please let us know if you have more questions.

Hello Pam,

Thank you for your message.

Please try using this troubleshooting tool from Microsoft which automatically repairs issues when you're blocked from installing/uninstalling and updating programs as well as corrupted registry keys. You need to simply download the troubleshooter, run it and follow the steps provided by the troubleshooter.

Please let us know if this works for you or if the issue persists.

Hello,

Could this have been used to propagate to my Windows 10 Desktop, without accessing the Windows Desktop?

Do you mean if Host could be push-installed on your Windows across your network? It's possible to push-install Host via GPO or via Remote Install Tool, however, that would require to have access to Group Policy Management or access to admin$ share and local administrator rights on the remote PC. Please note that Host installation always requires to have administrator privileges.

At this point in time I don't believe that my Windows desktop was compromised, but of course I may be mistaken.

We recommend that you take a look at the Host log files - in the log files you can find exact information on when Host was installed and when/if it was accessed and what connection mode was used. Perhaps, this will help to determine if your Windows machine was compromised or not.

Hope that helps.

Hello Carl,

Thank you for your patience.

I've checked on the issue with our developers and they have let me know that the error messages I've mentioned in my previous response occur since outside Hosts are inaccessible which might be due to some of the settings conflicting with each other. Could you please try the following with one of the Hosts and see if this helps:
1. On the Host machine press Win+R and type in regedit - this will open Windows Registry Editor.
2. In the Registry Editor locate the following key HKEY_LOCAL_MACHINE\SOFTWARE\Usoris\Remote Utilities Host\Host\Parameters and delete it. This will reset the Host settings.
3. Set up your Host once again following this guide. On this step please try to only enable settings that are mentioned in the tutorial or strictly necessary settings - minimum customization on this step will allow to eliminate any settings that might render Host inaccessible.
4. Try connecting to your Host and see if you're able to access it. If you can access it, you can try enabling some of the options you'd like to have, but please make sure to enable them one by one and check if you can connect to Host right away.

Hope that helps.

Hello,

Thank you for your message.

Please note that Remote Utilities does not offer a stealth mode - a persistent Host icon is always visible in the system tray. In addition, starting version 7 of Remote Utilities, we've implemented a persistent banner near the system tray that notifies a user that their machine is being accessed remotely. This banner is shown for all free and trial mode users and cannot be hidden or moved around. In addition, please note that Internet-ID feature in version 6 was discontinued for all free users. For more information please also see this announcement on our forum. This is to assure you that we're doing our best to improve our software with each update and eliminate any opportunity to use our software for illegitimate purposes as well ensure that the remote user is always aware that our software is running or was installed.
In case if someone makes rogue software from legitimate software by patching it or putting it in a wrapper - either way is in itself illegal and violates our EULA. We bear no responsibility for the consequences of such abuse of our program, and that is clearly stated in our EULA.  

As per your other questions:
1. You can find Host installation/connection log files that can provide information on when Host was installed and when it was accessed.
2. You can find information on ports used by Remote Utilities on this page.
3. Here's also a guide on how to uninstall Host/Agent from your system.

Last but not least, 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. 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 as well - we will be happy to provide our assistance to the investigation if it's needed.

Hope that helps.

Hello Carl,

I apologize for keeping you waiting. I'll check with our developers once again on the issue and will get back to you as soon as possible.

Meanwhile, I also wanted to note that I've noticed a few error entries in your log files:
1. Password is incorrect or error occurs.
2. The client with this IP is banned.
Please make sure that the IP address in questions (it's 10.*.***.25) in not banned anywhere on the perimeter and that the authentication password matches.
In addition, please also try updating your RU installation to the latest version 7.1.6.0 (version 3.3.1.0 for RU Server) and see if this might help to resolve the issue as well.

I'll keep you updated on the issue.

Hello Alessandro,

I'm glad to hear it works for you now!

Thank you for your suggestion - I will forward it to our development department for a review as well.

Please let us know if you have other questions.