Pauline's community posts

Hello Mike,

Thank you for your message.

Please try switching your View Mode to Stretch - this will stretch or shrink the remote screen to fit your Viewer screen. You can switch the View mode in the Connection Properties -> Mode tab or you can easily switch it using the Toolbar in the Full Control and View mode as well.

In addition, please make sure that both of your Host and Viewer are updated to the most recent version 7.6.2.0.

Let us know if this helps.

Hello Sunny,

Thank you for your message.

Could you please clarify where exactly you’re trying to login? You can also send us a screenshot of that particular window if that’s easier.

Looking forward to your reply.

Hello Peter,

Thank you for your message.

This is definitely not a trojan, and it’s a false positive from Windows Security. We’ve seen this happen before, and unfortunately, it’s not something we can directly control on our end.

What we can do is recommend reporting the false detection to Microsoft so they can review and fix it. You can submit the false positive report here.
In addition, we also recommend that you add your Remote Utilities installation folders to the exception list following this guide

We’ll continue doing what we can from our side, but ultimately, these reports from users help the most in getting it resolved with Microsoft and other a/v vendors.

Let us know if you have more questions.

Hi Martin,

Thank you for your message.

Unfortunately, situations like this are largely out of our control. Even though Remote Utilities complies with all the necessary requirements, some antivirus engines or security platforms may still flag it - sometimes based on overly aggressive or experimental detection methods.

These detections can occur even when there’s no real threat or issue with the software, and once flagged, it can be difficult to have those classifications reversed unless users report them directly.

We understand it’s frustrating, but please know we’re doing everything we can from our end to ensure Remote Utilities remains safe, compliant, and accessible.

Sorry for any inconvenience this has caused.

Hello Douglas,

Thank you for your message.


Could you please try adding your Host installation folders to the exception list of any antivirus/firewall software you might have running in your environment following this guide and see if this might help to resolve the issue.
In addition, we do recommend that you update your Hosts to the most recent version 7.6.2.0. We do provide backward compatibility as much as possible, but sometimes a/v software might mistakenly flag older versions of the software, like Martin pointed in his message above.

Let us know if this helps.

Hi Finge,

Thank you for the follow up on this.

Have you tried running Agent on the target remote machine and have your customer connect to it?
You can also set up separate users using the Remote Utilities security authentication method - this way each user can have their own login and password to connect to the remote Host in question.

Let us know if this works.

Hello Finge,

Thank you for your message.

Yes, the Host owner can absolutely use Remote Utilities with a free license for personal remote access purposes. They simply need to install Viewer on their home PC and connect to their work Host - no need to use your Pro license for that.

Here are a few useful options and resources:

1. They can obtain a free license on this page.

2. They can install standard Viewer on their home PC, or if they prefer not to install anything, they can use Portable Viewer and Agent.

3. This Quick Start Guide covers the basics of setting up Host and connecting with Viewer.

4. We also offer a 30-day free trial upon the installation of Remote Utilities.

This setup keeps it compliant with RU’s licensing terms, as long as each person only uses their own free license for personal access.

Let us know if you have more questions.

Hello Robert,

Thanks for the feedback! We totally agree that including OS and version details in articles makes a huge difference, and we'll definitely update our knowledge base to be clearer moving forward.

Also, just to clarify, sound capture support should be available in the stable version of Linux once it's officially released.

Let us know if you have more questions.

Hello Daniel,

Thank you for your message.

Could you please try enabling the Use legacy capture mode option located in the Host Settings -> Other tab and see if this might help to resolve the issue. Please also make sure to restart your Host after enabling the feature.

Let us know if this helps.

Hello Peter,

Thank you for your message.

Could you please clarify if the window size changes each time you connect to different Hosts, or does it change even when you connect to the same Host?
For example, if you connect to Host A and resize the window to your liking, then you close the session and reconnect to that Host same again - does the window keep its size or do you have to resize it again?

In addition, please try enabling the Tabbed view mode in the Viewer Options -> Remote screen tab if you don't use it yet and see if this might help with the issue.

Looking forward to your reply.