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Server Address Book missing

Conrad Sallian, Support (Posts: 2368)

Dec 11, 2018 7:43:15 am EST

Hello Steven,

Steven Coleman wrote:

Restarting the Admin panel (InternetIdAdmin.exe) never resolves the Address Book issue. Restarting the service (InternetIdService.exe) gives you access to the address books for about about 30 seconds - 1 minute. After that time you can't edit it anymore and it goes blank again if you exit and go back into the address book manager.

The sync breaks as well from the viewer. You can't sign in to the server anymore when the address books show up blank on the server.

Did you restart the actual PC after you installed the server? Also, although you don't have any third-party antivirus software installed on the server machine, Microsoft's Windows Defender may still be running. This is very unlikely that RU Server could be deleted or blocked by Windows Defender (and any other antivirus software for that matter) but still you could check that and add server installation folder to the exceptions.

Server Address Book missing

Conrad Sallian, Support (Posts: 2368)

Dec 10, 2018 3:46:31 pm EST

Thank you. Further questions:

1. Will connectivity restore if you restart the admin panel (InternetIdAdmin.exe) without restarting the service (InternetIdService.exe)?

2. At the moment when this issue occurs do the Viewers keep syncing the address book normally, or does the sync break as well? You can tell if the address book sync works normally in the Viewer by the address book icon - a regular cloud says it's ok, whereas a cloud with an exclamation sign says that there's no connectivity with the sync server or sync isn't possible.

Looking forward to your reply.

Server Address Book missing

Conrad Sallian, Support (Posts: 2368)

Dec 10, 2018 3:16:53 pm EST

Hello Steven,

Approximately how many connections do you have in your address book (books)? I mean the books synced through the server.

Delay on dragging files and clipboard

Conrad Sallian, Support (Posts: 2368)

Dec 10, 2018 2:39:45 pm EST

Hello Trent,

Thank you for the kind words.

I've noticed the same with the clipboard. It tends to take a fairly significant amount of time for the clipboard contents to transfer even if the amount of data is very small (a website address for example). I have seen it take as long as 10 seconds to transfer those contents.

This is still too much time even for slower connections, especially if small amount of data is being copied. Do you have the same version of Viewer and Host on both ends?

no keyboard shows to enter password on iOS

Conrad Sallian, Support (Posts: 2368)

Dec 06, 2018 5:17:39 pm EST

Hello Ed,

Thank you for your post.

Could you make a screenshot of the said screen? You can make a screenshot on an iPhone if you press the Home and Power button at the same time.  Make sure that the screenshot does not contain any personally identifiable information before you post it here.

Delay on dragging files and clipboard

Conrad Sallian, Support (Posts: 2368)

Dec 06, 2018 5:06:28 pm EST

Hello Cristian,

Thank you for your post.

This is normal behavior. Remember that in this case you are not merely dragging between destinations on the same computer. Rather, your dragging operation triggers a remote transfer and that requires some time to "get registered" by the program.

Ru 6.9 detected by Mcafee EndPoint Security

Conrad Sallian, Support (Posts: 2368)

Dec 06, 2018 4:50:31 am EST

Hello,

I don't know how VirusTotal works, but that report doesn't reflect the reality.

From our past experience this report is very close to reality. Whenever there was a complaint by a customer that this or that a/v engines falsely detects the product, the detection was also present on VirusTotal.  

Mcafee is listed as "clean" but despite this RUviewer.exe is still identified as a threat on our systems (to be more precise: it is identified as "Threat Prevention False Positive Mitigation").

There might be two reasons - either you have outdated signature/definitions databases or this is a different McAfee product, not the one listed on VirusTotal.

However: I'm doing all I can in order to resolve this issue. If there is more I can do, please let me know.

The only way to resolve this, in the end, is to contact McAfee and ask them to remove this detection. No amount of our discussion or willingness to help on our end can help fix this problem :)

Ru 6.9 detected by Mcafee EndPoint Security

Conrad Sallian, Support (Posts: 2368)

Dec 05, 2018 4:46:52 am EST

Hello Barced,

In order to respond to your legitimate sarcasm, I'll tell you that I opened a support request with mcafee on 21 November. I submitted a "false positive" request on rutview.exe file. That request is still open without any response.

I am sorry to hear that. But this is also beyond our control. We cannot make McAfee become more customer-oriented overnight even if we wanted.

In my specific case, I asked for help to both parties, as we have a solid security policy based on Macafee products ( about which we are satisfied as far as
security is concerned); however, if this problem is not completely solved we will be forced to choose a different product for remote assistance, much to our regret,
considering that RU is a very, very good product.

Thank you for the kind words. Actually, we are very sorry to hear that antivirus software companies care so little about their customers' business.

I anyway still wonder why so many antivirus products detect RU as a threat.

I'm afraid you are exaggerating. Here is a current VirusTotal report on rutview.exe (version 6.9, the current one).

Rising is a Chinese antivirus that are really hard to get in contact with. As for Yandex, this is a Russian web browser "antivirus engine" that we still can't make stop detecting our software despite the fact they we contacted them and they said that they are working on the problem.

Thanks.

P.S. Sorry, modified the post since the VirusTotal link just wouldn't work properly. Now it works ok through a URL shortener.

Ru 6.9 detected by Mcafee EndPoint Security

Conrad Sallian, Support (Posts: 2368)

Dec 04, 2018 4:28:37 pm EST

Hello Hugo,

Thank you for your message.

We participate in McAfee whitelisting program and provided all our program files to them. They said they whitelisted them. We immediately inform McAfee whenever they falsely detect our software as malware and they report that they fixed the issue. For example, it was just a few days ago that there was yet another false positive that they said they fixed.

Pardon my sarcasm, but what makes users ask us for help in this situation, and not ask McAfee to help? How can we help if an antivirus software company falsely detects a legitimate and digitally signed file (the same file, not even changed) again and again? It's them, not us who mistakenly detect and remove legitimate software from your computer.

Please, don't think that we don't want to help you. We do. But we can only help with matters that we have at least some control over.

can't connect to windows server 2016 host

Conrad Sallian, Support (Posts: 2368)

Dec 04, 2018 5:15:46 am EST

Hello Gil,

Thank you for your message.

Host version - i tried on same machine 6.9 and 6.3

We do not recommend to use outdated versions, especially 6.3 which is already pretty old. If you use Viewer 6.9 please also use Hosts 6.9.

Installation works OK and i get ID no problems. Cant connect.

We need to look at the Host log. You can locate the Host logs in this folder C:\Program Files(x86)\Remote Utilities - Host\Logs. You can create a support ticket and send us the logs through the ticket. Please, do not publish the logs on the forum, they are considered personal information.

Looking forward to your reply.
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