Pauline's community posts

Hello Tom,

You can try enabling RDP keep alive functionality in the Windows Registry Editor. Here's how you can do it:
1. Run the Registry Editor (regedit.exe) as admin.
2. Navigate to the location HKLM\SYSTEM\CurrentControlSet\Control\Terminal Server.
3. Create or edit the DWORD value of the KeepAliveEnable feature and set it to 1.
4. Make sure to Save the changes and quit the Registry Editor.

In addition, perhaps this Microsoft Docs page might provide some helpful information.

Hope that helps.

Hello Shane,

Thank you for the update.

Of course, please feel free to let us know if adding the exceptions helps to resolve the issue. In addition, you can also submit a false positive report to Sophos in order to resolve the issue on their side as well.

Please let us know if the issue persists or if you have more questions.

Hello Tom,

Thank you for your message.

Unfortunately, this is still a known issue which might be occurring in some circumstances due to some technical specifics of how RDP works together with the Internet-ID tunnel (namely, the keep-alive settings). However, we already have this issue listed on our roadmap and will definitely fix it in one of our future updates. Unfortunately, there's no specific ETA on this yet.

In addition, as a temporary workaround you can try changing the keep-alive settings or use the Full Control connection mode instead of RDP. Since you already use a custom RU Server, it might already improve the connection speed and performance when using the Full Control mode.

Hope that helps.

Hello Ted,

Thank you for your message.

The persistent notification banner is only displayed when you connect to a remote Host using Viewer registered with a free license key or in trial mode and use Internet-ID connection. Currently the message can only be removed/hidden when connecting to a remote Host via Direct connection or fr om a Viewer registered with any commercial license. Unfortunately, it's not possible to move the notification banner yet.

However, we plan to implement an improvement that will allow users to hide this notification banner on the Viewer's side. In addition, it will be possible to change the corner wh ere the notification banner is displayed - this feature will be available in one of the next updates as well.
​
Hope that helps.

Hello Paul,

Thank you for your message.

Here are a few troubleshooting guides from Microsoft that might be helpful:
1. Error when accessing an administrative share.
2. Issues that may occur when administrative shares are missing.
In addition, this page might provide some helpful information as well.

Please let us know if you have other questions.

Hello Jon,

I'm glad to hear it works for you!

Please feel free to post another message if you have more questions.

Hello Paul,

Thank you for your message.

This error usually means that the admin$ (admin share) is not allowed or unavailable on the remote PC. Admin$ is required to be available whenever you need to push-install Remote Utilities (or any Windows software) onto a remote machine. Please make sure that admin$ is allowed on the remote machine and you have access to it.

In addition, this error might also be caused by the fact that the disc Z is mapped on the Viewer computer and, therefore, is not available. Please make sure that the Z drive/letter on your Viewer PC is empty and available because the program uses that drive temporarily for the installation/upgrade process.

Hope that helps.

Hello Andrew,

Thank you for your message.

Could you please double-check if your Host and Viewer are both updated to the latest version 7.1.2.0 and there's no version mismatch which might be causing the issue? If one of the modules is outdated, you can easily update them to the latest version via the Simple Update feature.

Hope that helps.

Hello,

Thank you for your message.

If you believe that someone from that IP address has unauthorized accessed your computer, please contact your local police department and let them know this information, so that they can start an investigation on this case. As we've responded above, we will be glad to assist the investigation by providing our server logs if there's a direct request from the police - they can contact us at privacy@remoteutilities.com.

Please let us know if you have more questions.

Hello Shane,

Thank you for your message.

The issue might be caused by some antivirus software activity, for example, if Sophos is mistakenly blocking Host service. Could you please try adding the following Host installation folder to the Sophos exception list and see if it helps to resolve the issue:
C:\Program Files (x86)\Remote Utilities - Host\?
Here's how you can add an exception for Sophos.
In addition, if the above suggestion helps to resolve the issue, please feel free to to submit a false positive report on this page.

Hope that helps.