6.9 msi disappears

Conrad, Support (Posts: 2314)

Oct 29, 2018 3:05:16 pm EDT

Hi David,

Conrad, many thanks for the quick response. I apologise, I meant to refer to the Viewer which I tried to update from within the Viewer.

No problem :)

So I was hoping for an exe for the Viewer.

Unfortunately, there is no exe installer for Viewer. However, this issue may point at problems with msi installation on that computer. I recommend that you completely uninstall the Viewer , and then download and install it anew. Here is the direct link for download  

If you cannot uninstall it using Windows control panel, I recommend that you use this Microsoft tool to fix your Msi installation issues:

Hope that helps.

6.9 msi disappears

Conrad, Support (Posts: 2314)

Oct 29, 2018 2:13:50 pm EDT

Hello David,

Thank you for your post.

From within the Host, it downloads and then nothing.

There is no automatic mechanism to update manually from within the Host itself. When it comes to automatic Host update  (well, "semi-automatic" because you still have to at least initiate the process)  you should do it from within the Viewer. See Updating Remote Utilities, Updating Hosts -> Method 1.

So I've saved the msi file to my pc and on completion, Windows 10 deletes it.

If you want to update Host manually on the Host computer itself, you should just download it from our site and run the installer, then follow the wizard till the end of the installation process.

I'm not sure I understand about deletion. Do you mean it's Windows Defender that deletes it? Currently, there are no information about Windows Defender false detections (false positives). There was one immediately after the release but Microsoft quickly fixed it.

Is it possible for RU to post a .exe file for 6.9 please?

We only distribute the installer files in the .msi format. But if you need an exe installer you can build it yourself in the Viewer using the MSI Configurator. See One click installer.

Please, note that MSI Configurator is an advanced feature which might be overkill in your situation. If you just need update a single Host manually on the Host computer, all you have to do is to use the original "vanilla" Host installer from the site.

Hope that helps.

No sound capture

Conrad, Support (Posts: 2314)

Oct 29, 2018 10:11:11 am EDT

Hello Petar,

Unfortunately, we couldn't reproduce the issue. The sound capture works exactly with the very same settings as on your Speaker properties screenshot.

Free key showing Invalid

Conrad, Support (Posts: 2314)

Oct 29, 2018 10:09:49 am EDT

RU removed by Bitdefender

Conrad, Support (Posts: 2314)

Oct 28, 2018 5:38:32 pm EDT

westmindltd wrote:

Because all of the AV programs we use across different networks flag RU as a dangerous software, we gave up on it months ago. License paid, unable to use the software, lesson learnt.


I can only agree with you. Many antivirus software today are extremely unreliable. If they cannot distinguish between legitimate software signed with an EV Code Signing certificate from unsigned and patched malware no one can guarantee that they can do their main job of protecting their customers from real viruses and trojans.

Issue with Dual Monitor (1 of them has touch screen)

Conrad, Support (Posts: 2314)

Oct 27, 2018 3:18:01 am EDT

Hello Mario,

Please, try enabling "Use legacy capture" in the Host settings. You should restart Host to apply this setting (right click on the Host icon -> Restart Host).  

Hope that helps.

Issue with Dual Monitor (1 of them has touch screen)

Conrad, Support (Posts: 2314)

Oct 26, 2018 3:09:22 pm EDT

Hello Mario,

Thank you for your post. Could you please clarify which module - Viewer or Host - is installed on the computer with the dual monitors? I.e., which side of a remote connection that is?

No sound capture

Conrad, Support (Posts: 2314)

Oct 26, 2018 2:26:21 pm EDT

Hi Petar,

We still couldn't reproduce the issue. Could you please send us the following screenshot (taken on the Host PC), see below:

Remote Camera

Conrad, Support (Posts: 2314)

Oct 26, 2018 11:21:02 am EDT

Hello Alan,

As for the AV companies, let them stop the patched versions. As they should. They should only be whitelisting the legitimate version's signature. All other variants should be considered as unsafe. It's not your problem/fault that someone else is hacking your application. If the AV companies banned every application that was hacked, then no Microsoft app would ever pass their tests. Especially since MS products have been used as an attack vector since the beginning. Let the AV company do their job and block the proper signatures instead of just blacklisting your app. Seems like laziness on their part.

You are absolutely right. If only that would be that easy though. Some antivirus software companies are clearly out of sync with reality.

Ultimately, this is your call, but if we removed a feature from an application every time someone has an issue with it, we wouldn't have any applications. Someone always has an issue with something, even if it's legitimate or the mass likes it.

If this is a prominent feature used by most customers, yes. Unfortunately, we cannot say that about remote camera. This is more like a side feature that has never been supposed to be used in a corporate environment. Please, do understand our point - we are a commercial entity and we must care about our sales. If certain feature brings us trouble with a/v companies (yes, they are what they are - this world isn't ideal) we have to discontinue it.

The AV companies have no say and should do their job and filter the hacked versions, not the legitimate one.

Please, tell that to ESET who (as of this date 26 Oct, 2018) refuses to remove their "unsafe" detection of our product for almost three years, despite all our emails and phone calls to their headquarters in Slovakia and in other countries.

FR: Linux, Mac - Host

Conrad, Support (Posts: 2314)

Oct 26, 2018 10:14:49 am EDT

I am sorry that we keep you waiting but I assure you that we will do our best to release at least the Viewer quite soon.

Thank you for your patience.
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