Conrad Sallian's community posts

Hello Ian,

We submitted a new request to Microsoft yesterday just as they instructed but so far no news from them.

Sorry for any inconvenience. By the way, perhaps it would speed up the process if you could submit a request too. It only takes a minute. Here is a link https://www.microsoft.com/en-us/security/portal/submission/submit.aspx

The file which is falsely detected is rutview.exe, it's the Viewer executable file. It can be found in C:\Program Files\Remote Utilities - Viewer\. You need to zip the file before uploading - the form doesn't allow files more than 10Mb to be attached.

Thanks.

Hi Pasbad,

This would stop any rouge users fr om gaining access without the end user noticing?

Informational messages won't stop anyone, of course. No one can protect the user enough, if they don't want to protect themselves and follow even the basic "don'ts" such as "don't click on links in emails received from strangers".

The purpose of the message is rather different. They target users who are aware of the dangers of the "Interwebz" and are capable to protect themselves if warned. So such message will gently notify the user about software that they may or may not have authorized and provide guidance on what to do in the latter case.

The Issue is with actual installation, where there is a large group of users we prefer to not to harass them with popups or prompt wh ere it could inundate a support person with 100's of calls to ask whats going on etc.

In the new 6.6 update the whole process is going to be much less intrusive. And the most important thing is that an admin will be able to connect right away without waiting the user's input. The single informational message is supposed to replace two other messages currently shown - the one that asks for permission to send an email and the message that warns about Internet-ID being generated.

Thanks.

Hello Pasbad,

It's one thing to make 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.

And it's an entirely different thing to provide perfect rogue software out-of-the-box. We don't do that and never will. Remote users must always know that they are being monitored or are about to be monitored. Why would an admin want to hide that fact from a user? An organization must have rules and procedures that allow IT department to remotely log in to employee's computers for maintenance, support etc. So the employees shouldn't be surprised when they see a warning message.

Regardless of how many customers or contracts we may lose, we won't make completely silent rogue-like software. We respect user's privacy, as well as local and international laws. I wouldn't  say this is a short sighted strategy. Money is important, but law and respect for ordinary folk is above the money.

Hello Armin,

i'm glad to hear that :) Maybe there is an additional option in v6.7, which removes this "nag" screen as well :)

I'm sorry, that we cannot do. There must be at least something that notifies the user about software installed on their computer. Especially if that's remote access software.

There are some other issues, which we could discuss in another thread. But i am really surprised what you (and your team) programmed - well done!

Sure, feel free to submit your questions. We'll be happy to answer them.

Hello Armin,

Update on this issue. In the upcoming release 6.6 we decided to implement it differently. The program will be installed without requiring a user to accept anything and you 'll be able to get access right away. There will only be an informational message in the bottom right corner that says the program was installed.

That message is necessary to at least somehow let the user know. Once they click "Got it" in the message it'll disappear and will no longer be shown. Their clicking or not clicking the "Got it" button, however, doesn't affect your ability to connect right away. As I said, it's just a warning/informational message.

Will that work for you?

Hello Ian,

Thank you for your message. There is already a thread on this topic. We do our best to resolve the issue. Microsoft responds, but the resolution process is kind of slow, perhaps because the company is kind of big :)

Hello Ashley,

Yes, we are aware of that. It was reported in this thread and some tickets. We are in conversation with Microsoft - they are responsive but looks like the issue is back after yesterday's successful attempt to eliminate it.

We'll keep trying to make Microsoft resolve this asap. Sorry for any inconvenience.

Hello Bart,

Yesterday they told us that they issued new definitions which they believed would fix the issue. It seems like the issue still persists.

We can but write to them again and kindly ask for removal of this detection. Thank you for letting us know.

Hello Bart,

This detection was strange from the very beginning. For example, when we tested it yesterday Windows Defender falsely notified as about this "trojan" but still allowed Viewer to run. Then why they call the Viewer a trojan in the first place? :)  

Anyway, we have already received a response from Microsoft and they asked some more information. We'll make sure that this issue is resolved soon.

Thanks.

Hello Bart,

Thank you for your message. Yes, this problem was also reported today by a few other users as well. We have already contacted Microsoft regarding this issue. Hopefully, they will fix it as soon as possible.

I perfectly understand your frustration because we are frustrated with these uncontrolled and irresponsible antivirus software behaviors too.

P.S. I will move this thread to the antivirus sub -forum.