Pauline's community posts

Hello Werner,

Thank you for your message.

Could you please let us know if you have any antivirus/firewall software installed on the Host machine? The issue might be occurring if the Host service being stopped (or even some Host files being deleted) by some antivirus/firewall software activity.
If this is the case, please make sure to add the Host installation folder to the exception list of your antivirus software: C:\Program Files (x86)\Remote Utilities - Host\. In addition,we recommend that you check the antivirus software's logs or quarantine to see if it contains any of Remote Utilities files and submit a False Positive report as described here.
In addition, please try referring to this KB troubleshooting page and see if the provided solution helps to resolve the issue.

Hope that helps.

Hello John,

I'm glad to hear you've figured out the issue and it worked for you!

And it may have been an earlier v6 version before that, or even v5.

In this case it might have occurred due to the fact that the Simple Update mechanism was improved a few times in the few last versions (starting version 6.10.8.0) along with a few issues in the mechanism fixed as well. The Remote Install Tool usually helped to resolve similar issues with the Simple Update.

Please let us know if you have other questions.

Hello snk-nick,

Thank you for your support!

but I do hope you don't intend to change your software on their demands.

Actually, we've just recently implemented a persistent notification banner for all free users using Internet-ID connection  as well as some other changes that were necessary in order to prevent the 'out-of-the-box' free-forever version from being abused by malware actors. We have also informed Bitdefender and other a/v vendors about these changes as soon as the false positive detections have appeared and despite that the latest version with enhanced security was being blocked until our users started submitting complaints to Bitdefender.
However, these changes do not affect our paid users, so the notification banner is not shown for commercial license users (although it can be enabled in the Host Settings, if necessary).

Please let us know if you have more questions.

Hello,

Thank you for your message.

Actually we already have this feature in our roadmap and plan to implement it in our future updates. Unfortunately, we cannot provide any specific ETA on this feature yet, but we'll do our best to make it available as soon as possible.

Please let us know if you have more questions.

Hello Bobby,

Thank you for your message.

Please try upgrading your Remote Utilities installation to the latest version 7.1.2.0 by following this step-by-step guide and see if this helps to resolve the issue.

Hope that helps.

Hello Scott,

Thank you for your message.

This issue might be occurring if the address book file was somehow damaged/corrupted (perhaps, by some antivirus/firewall software activity). Please try removing both connections from your address book and re-adding them once again to see if this helps to resolve the issue.

In case if re-adding the connections doesn't help, please try removing your address book file connections_4.xml from the following folder: C:\Users\YOUR_USERNAME\AppData\Roaming\Remote Utilities Files\. This will clean up your current default address book. Before deleting the file please make sure to fully exit Viewer by clicking File -> Exit.
Then please try restoring your address book from an automatically created backup by following this tutorial.

Hope that helps.

Hello Louise,

Thank you for resending the log files.

Yes, we've received them this time, but somehow your email still ended up in the spam folder.
However, I've examined the log files you provided and it seems that your Host haven't been upgraded to the latest version 7.1.2.0 yet, i.e. the logs display that the Host is currently at the version 6.10.10.0.
Could you please try upgrading it via the Simple Update feature as described in the first post in this thread and see if you're able to connect to it after the upgrade?

Looking forward to your reply.

Hello,

Thank you for the clarification.

I will forward this issue to our developers and will ask for their input on it to see if this might be expected behavior or if there's something that can be done to fix the issue.  

I will get back to you with an update on this shortly.

Hello Mark,

Thank you for your input on the issue.

Yes, our developers have already confirmed that the File Transfer mode will be optimized and improved in our future updates which should fix the slow transfer speed issue as well. This should be implemented in one of our future updates, however, unfortunately, we can't provide any specific ETA on this yet.

Please let us know if you have other questions.

Hello Clayton,

Thank you for your message.

Could you please let us know what version of Remote Utilities do you use? In addition, please provide us the Host log and Viewer log files for examination. You can send the log files to support@remoteutilities.com or provide them in a ticket via the Ticket System.

Looking forward to your reply.