Conrad Sallian's community posts

D L wrote:

Are there such problems on Hosts too?

Or only on Viewer?

Unfortunately, with modern antivirus software anything can be declared a 'threat', even an empty file.

Since recently, perhaps it doesn't make sense to even bother with checking Virustotal results because they don't have anything to do with reality.

Hello,

We continuously submit false positive reports to Microsoft (and other antivirus vendors), but it would be tremendously helpful if affected users also did the same. Submitting a report takes only a minute, and the more complaints the a/v vendors receive, the faster they are likely to act.

We provide relevant false positive submission links for all major antivirus vendors on this page: https://www.remoteutilities.com/support/kb/remote-utilities-is-mistakenly-detected-as-malware/.

Thank you for your support!

Hello David,

Thank you for your message.

You are not supposed to click on a desktop shortcut to run the Host. It is run automatically upon installation and by default starts automatically with Windows. Please, review our Quick Start Guide on how to set up a remote connection.

If you are looking for a 'startable' remote module you might want to take a look at Agent. This module is designed for attended-only support and it does require manualy launch in order to be able to accept an incoming remote connection.

Hope that helps.

Hello Bostjan,

Thank you for your message.

We are sorry to hear that Windows Defender is incapable of distinguishing a digitally signed legit software executable from a virus. We can only suggest that you submit a false positive to them using this link: https://www.microsoft.com/en-us/wdsi/filesubmission

Hope that helps.

Hello Finge,

Thank you for your message.

So long as these are the same remote computers (controlled devices) as in the first list - it's not a problem.

Do not hesitate to ask if you have any other questions.

Hello Finge,

Thank you for your message.

The checkout form doesn't ask for the second user. There is only one name (either individual's name or company name). Perhaps, you mean the 'License to another person' field:



This field is used if you are purchasing for someone else. For example, a reseller may be purchasing the license for their customer.

If you need the license to your name we can blacklist your current license key and re-issue your key to your name. Please, send us a message to sales@remoteutilities.com with the order details and we'll handle this procedure for you.

Thanks.

Hi Victor,

This is a "Custom Server Security" authentication error, meaning you are unable to log in to the remote Host using this authentication method. Possible reasons include:

1. Incorrect permissions – The proper permissions may not be set for the user under which you are signing in to RU Server in Viewer. To check this, go to Host Settings → Authentication → Custom Server Security → Users and Access Control and ensure that the user (or group, if applicable) is added to the allowed list. This grants access to that specific Host.

2. Authentication method mismatch – Even if permissions are correctly set, the authentication method in Viewer → Connection Properties for the selected Host → Authentication might be set to a different method (not "Auto" or "Custom Server Security"). Ensure that it is correctly configured.

Let us know if the issue persists.

Thanks.

Hi Jason,

Yes, our support team is correct in stating that we removed this feature to comply with antivirus software requirements. I understand your concern about now being unable to restrict users from stopping the Host via the Exit menu. However, this change was also driven by the need to align with the Windows security model.

According to this model, an administrator on their own machine must be able to stop any software or service running on their computer—without exception. Restricting this ability could be perceived as a characteristic of rogue software, which is exactly what we have been working to avoid over the years. This is why we have implemented numerous privacy-related enhancements.

Let us know if you have any further questions.

Hello Jason,

Perhaps, I miss something but what prevents you from setting the settings protection password then?

Hello Jason,

The current Host version includes an "Exit" menu item, which effectively stops the Host. To access this menu, right-click on the Host icon in the system tray.

Please note that since the Host requires admin privileges to be installed, it also requires admin privileges to stop. If a standard Windows user attempts to exit the Host (stop the Host service), they won’t be able to do so unless they provide administrative credentials.

If you’d like remote users to have control over the session while using the Host, you should enable "Ask user permission" and the notification panel, which includes a "Close session" button for each Viewer connected to the Host.

Alternatively, you could use the Agent module on the remote computer. Agent is a run-only application designed for spontaneous support and does not require admin privileges.

Hope that helps!