Pauline's community posts

Hello Adam,

Thank you for the kind words.

Just wanted to add that as another alternative, you can also download the Portable Viewer of version 6.10.10.0 on this page and use it to connect to the remote Hosts of version 6 as a temporary workaround.

Hope that helps.

Hello Erik,

Thank you for your message.

I get why buying a paid license is a good thing, but basically the functionality of the server gets reduced for "free" users when using the more recent server version, right?

Actually, this is how the RU Server was meant to be used with the free license anyway - even before these changes were implemented, any free license key only allowed one tech to run remote sessions at any given time, so the same only one tech should've been able to connect to Hosts via this RU Server. Please also note that according to our EULA only one free license key is allowed per individual, company or organization.

Hope that helps.

Hello Adam,

Thank you for your message.

But when I try to connect I get the error message: "Attention! Your Host version mismatches Viewer version. This mode requires the same version on both ends. Please, update your Host." Is it possible to do File Transfer from the Version 6 Host to my Version 7 Viewer?

This issue occurs because the File Transfer mechanism was significantly re-written in version 7, so, unfortunately, the File Transfer mode won't work unless both Host and Viewer are upgraded to the same version.

As a temporary workaround, please consider using Agent of the latest version instead. Agent does not require installation and can be used for spontaneous remote sessions - you only need to download it to the remote machine and run. This way, you will be able to connect to the remote machine via the File Transfer mode.
The latest version of Agent is available for download on this page.
Alternatively, you can also configure a custom Agent package using the MSI Configurator Tool.

Hope that helps.

Hello Bobby,

Thank you for your message.

Could you please clarify if your Host and Viewer are now both upgraded to the latest version 7.1.2.0? Could you please let us know what exact steps have you already performed and at what exact step does the issue occur?

Looking forward to your reply.

Hello Louise,

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

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

Hello Erik,

Thank you for your message.

Yes, the RU Server still works for the free license users as well, although with some limitations that are basically the same as for a regular Viewer registered with a free license key:
1. Only 10 remote Hosts can be connected to the RU Server at the same time, i.e. Hosts displayed on both "Idle" and "Active" tabs of the Admin Console window.
2. Only 1 Viewer can connect to these Hosts via the Server at any given time (this does not restrict you to a specific Viewer or a workstation).
For more information please also see this guide on registering RU Server.

Hope that helps.

Hello Norbert,

I'm glad to hear we were able to help!

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

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.