Conrad Sallian's community posts

Hello Jeff,

Thank you for your message.

When trying to update machines running AVAST free or paid the update has been detected as a virus. This left remote communication broken on some clients. After switching all AVAST clients to another anti-virus (Vipre) the update went fine. A cost point that I am now shouldering for some of my customers

It took us almost two weeks sending false positive reports to Avast almost each day and finally we managed to get to them ...via Twitter.

ow with the viewer and host both on 7 connections either take up to 20 mins or not at all. This occurs both on LAN and WAN connections.

Does it manifest itself in the connecting screen ("the worldmap") showing for a long time when connecting to a remote host with a turned off monitor? If so, this is a known bug and it will be fixed in the nearest quick update (7.0.0.2) within the next week. For now there is a workaround - just right click on the tab in the Full Control window and use the Send key command (e.g. send Alt + PrtScr).

Version 6 never had any of these issues and was consistently reliable.

You had a free upgrade to version 7.x.x.x. Please, note that your version 6.x.x.x key is still valid. You can always roll back to version 6 and use it forever with your v.6.x.x.x key and upgrade later to v 7.x.x.x at any time. We maintain old versions download page for customers who want to stay with version 6.

go to each remote site personally, pay for antivirus for my customers and spend hours fixing communication issues with your product before I can begin the actual work that I am be paid for.

I'm sorry, but what have Remote Utilities to do with the antivirus problem? Have you tried to contact Avast and ask them why they are incapable of distinguishing a legit and digitally signed software from malware? This is something even basic antivirus programs can do.  

Releasing an untested product is not how you retain business or ensure customer loyalty. I am utterly disappointed from a product that was so reliable up till now.

The beta version was around for almost a year. Everyone could download and test it. But as with any release minor bugs can be found in the first days of the release (no amount of beta testing can help with that).

However, antivirus software detections are beyond our control. We can only do what you can do - contact a/v vendor and ask them to remove the detection.

Hi Karsten,

Thank you for your message. Yes, this bug was already reported in this thread. We reproduced it yesterday and fixed. The fix will be available in the upcoming 7.0.0.2.

If you wish to test the fix yourself we can send you a download link for updated exe files for Viewer and Host via email. You'll just need to replace them in your Viewer and Host installation folders.

Thanks.

Hello Johann,

I'm sorry to hear you had issues with your installation. However, please note that Viewer automatically creates addresss book backups on a daily basis (unless you disabled that option).

If your current address book file was corrupted for some reason you can restore the latest backup by following instructions on this page.

Hope that helps.

Hi Dave,

You should just uninstall Viewer 7.x.x.x using Windows Settings -> Apps. Then download and install Viewer 6.10.10. You can download it from the older versions page.

Hope that helps.

Hello Peter,

Unfortunately, this time both Avast and AVG falsely detect RU. We have already sent reports to them couple of times and are waiting for their response.

Hello Rob,

It is a shame that Remote Utilities loyal and original pro licensees, if I understood this correctly, will have to upgrade and purchase this for version 7 viewer on a regular basis. We have been waiting for Linux and MAC host software for a couple of years as well.... What gives? Did I assume incorrectly?

We have never changed our upgrade terms for version 6 users. Version 6 has been around for 7 years and all the minor updates released during that time were free for all customers. As well as our techical support (and it still is).

Even now and in strict accordance with our upgrade policy we provide free upgrade to customers purchased within a year (slightly more than a year actually) from now.

During these years one of our biggest competitors (subscription based) increased their prices almost 4x times. Another big competitor released several major versions (all paid) and finally also switched to subscription model.

Yet, it is Remote Utilities that treat their customers unfairly :)

Also, the topic name was moderated. Please, stick to our forum rules.

Hi Christopher,

We have several free and paid version of the Remote U. viewer version 6.8 and 6.9.

Our license is per major version. Your license key for version 6 works with any 6.x.x.x version regardless of the minor release number.

We accidentally upgraded the viewer to V,7, (Update pops up when initializing the viewer).

Yes, unfortunately we didn't update that mechanism in time to accomodate for major upgrade. We are sorry for that. But that doesn't mean that we force anyone to use version 7. Anyone can downgrade their Viewer if they are not eligible for free upgrade (customers who purchased in 2020-21 are).

Anyway our paid viewer V.6.8-6.9 upgraded to V.7, free for trial mode, and then the fun begins, after 30 days it stops working even with a (v.6.8-9) paid licence.

Version 7.0.0.0 was only released less than two weeks ago. Besides, you cannot add a v 6.x.x.x license key into v. 7.x.x.x Viewer. The latter requires a key of a new format.

The fun part is that when I uninstall the V.7 to reinstall V.6, Remote Utilities does not work anymore.

Sorry, but this is not true. Many of our customers decided not to use version 7, uninstalled it and re-downloaded version 6. Exactly for that purpose we maintain the old versions download page - if you scroll down any page on our website you'll find the link to old versions page in the footer.

Remote Utilities license is just a static key used to unlock the trial. You don't even have to have Internet access in order to be able to register the Viewer. So we don't have any means to "block" older versions even if we wanted to. As for our ID server infrastructure - it will keep working for version 6 users, there is no change at all.

More fun came when I went inside registry to perform a complete program deletion

As far as the current version 7.0.0.1 Remote Utilities Viewer does not keep any information in the registry. All locations where Viewer keeps its data are well known and published in the How to completely uninstall Viewer guide.

It's only Host and RU Server that keep registry entries but these modules do not require a registration key.

** Remote Utilities company**
If you read this, Please fix this, stop losing money and customers, your customer service is inexistent.

Fix what? Downgrading to version 6 works as it should, except only if there are any technical issues (e.g. corrupted config or address book file, but there backups for that). As for bug fixes - this is the usual routine and we are currently preparing the next update with bugs found to date getting fixed.

Also, our upgrade policy have never changed for version 6 users. The major upgrade terms have always been the same - 1-year of free major upgrades and a 50% discount for those who are not eligible for free upgrade. Here is a 2017 Wayback machine link to our upgrade policy page.

As for the uninformative update prompt I've already acknowledged the issue. It will be definitely fixed so that the program informs the user not only about update per se, but also give the details.

Hello,

One note about the File Transfer mode. Please, note that since we have re-written the File Transfer protocol from scratch, it requires that both Viewer and Host are version 7. Otherwise the File Transfer mode won't work at all. This is from our release notes:

The remote File Transfer folders now open much faster. Note: this feature requires updating both Viewer and Host to the new version.

Hello,

Thank you very much for the report. We'll be checking it now and try to reproduce.