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(public ID server) Connections Constantly Dropping

Conrad, Administrator (Posts: 1973)

Sep 28, 2017 3:09:29 pm EDT

Hello Kerry,

Could you please create a support ticket and enclose the Host log. If there is not one Host but many that have this issue, you can attach logs from a few of other Hosts as well.

Thank you.

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Problems with Agent

Conrad, Administrator (Posts: 1973)

Sep 26, 2017 8:09:32 am EDT

Hi Darrell,

Sorry, didn't understand the first time. It looks like the vanilla Agent file is ok, and it's a custom  Agent file (even a digitally signed one) which is falsely detected by AVG and Avast.

Ok, anyway we'll deal with this.

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Problems with Agent

Conrad, Administrator (Posts: 1973)

Sep 26, 2017 7:32:09 am EDT

I have included a screen dump from Avast Anti-virus. I have also seen similar alersts on a number of free AV products.

Thank you, Darrell. We'll contact them immediately.

I have also seen similar alersts on a number of free AV products.



No surprise, as they often borrow virus definitions from each other. :)

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Problems with Agent

Conrad, Administrator (Posts: 1973)

Sep 26, 2017 7:15:40 am EDT

Hello Darrell,

Thank you for your post.

Yes, we understand the problem. We have dedicated personnel that deals with false positives and regularly sends reports to a/v companies.

Currently, we are aware only of the AVG problem and we are already trying to contact them and resolve this issue. There haven't been reports about Avast and VirusTotal reports show that Avast detection is clean. Do you have any screenshots of Avast's detections?

P.S. I will move this topic to the Antivirus sub-forum.

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Will RU Server be faster in this scenario?

Conrad, Administrator (Posts: 1973)

Sep 22, 2017 3:39:14 pm EDT

Hi Mike,

Another way to go would be using the callback/reverse connection. This is also a direct connection type, only in this case it is the Viewer that should be accessible externally rather than the Host (that's why it's "reverse"). Might not be an option if you travel often though with the laptop where the Viewer is installed.

Answering your question regarding where RU Server should/can be installed - it is highly recommended that RU Server is "stationary" , that is it is a dedicated computer with a static IP address, or a DNS name, running 24/7. Perhaps, it's an overkill for just accessing a single computer.

If you experience issues with speed/performance, you may try tweaking some settings. This article may help.

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Installation path

Conrad, Administrator (Posts: 1973)

Sep 22, 2017 3:31:56 pm EDT

Hi Leo,

He knows I placed RUT on his computer but sometimes he wants to clean up his computer and does not follow the 'rules' for doing so and he just removes the folders fr om 'Program Files'.

This is a bad  way to clean up a PC. While there's no harm to delete traces of programs you no longer use, there's equally no harm NOT to delete everything in one's Program Files folder unless one desperately needs free disk space.

I put a shortcut on the desktop to start and stop the service, so only when he starts the service the connection is possible.

You can use Agent instead of Host then, if you only need unattended access. Perhaps, your brother-in-law deletes the Host because he doesn't like the idea of unattended access (which the Host provides). If you use Agent instead of Host and assure him that it's only when the Agent is running that you have access to his PC, perhaps he won't be deleting anything.

A good practice is to download Agent right on the desktop and run it from there. If the program isn't deleted after use, the ID and password stay the same, so you won't have to update the corresponding record in your Viewer address book.

Hope that helps.

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Password protect "Stop Host" client uninstall

Conrad, Administrator (Posts: 1973)

Sep 22, 2017 10:46:46 am EDT

There is a partial solution to the problem. First, you can protect Host settings with a password. Second, you can hide Host menu in Host options.

However, the user who is administrator will still be able to uninstall the program, delete/reset the Host registry entry or stop running Host processes.

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Installation path

Conrad, Administrator (Posts: 1973)

Sep 22, 2017 10:42:26 am EDT

Hi Leo,

That's in fact a big part of the problem. They own the computer and want to be administrator...
I can't do anything about that, can I?

If they are an administrator, they have every right to remove or modify anything on their machine including Remote Utilities installation.  I'm not even sure this is a technical issue that we are discussing - this is more like an organizational issue. By definition, the owner of the machine can do anything with it - we cannot stop them from doing that.

Here is a similar discussion.

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Password protect "Stop Host" client uninstall

Conrad, Administrator (Posts: 1973)

Sep 22, 2017 10:37:17 am EDT

Hello Lance,

Thank you for your post.

I have over 50 clients i work with and it gets frustrating when an end user stops the host or even uninstalls the client.

Unfortunately, if a user is administrator on their PC, we cannot do anything about this. By definition the Windows administrator account has full rights in the system. We cannot block or otherwise prevent the administrator from uninstalling or modifying Remote Utilities Host.

Don't hesitate to ask me if you have other questions.

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Will RU Server be faster in this scenario?

Conrad, Administrator (Posts: 1973)

Sep 22, 2017 8:58:13 am EDT

Hi Mike,

I connect to only one other computer, which is about 15 miles away.

At my home office I have complete control over routers and so on. I'm sure I could set up a DNS name.

Then why use RU Server at all? You can connect directly to that computer provided you set up a port forwarding rule on your router.

How to set up port forwarding for the Host
Setting up direct connection

Hope that helps.

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