Jeremie Roberge's community posts

Polina wrote:

Hello Jeremie,

Thank you for your patience.

I've checked with our developers on the issue. Could you please archive and send us the Agent's log files for examination? By default, the Agent log files are stored in the following location:  C:\Users\user_name\AppData\Roaming\Remote Utilities Agent\Logs\
Alternatively, you can locate the log files by opening  Agent settings -> Logging tab  and clicking  Show logs folder .

You can send the archived logs to  support@remoteutilities.com , so I could forward them to our developers for further investigation.

Looking forward to your reply.

I will try to obtain those log files tomorrow and send them to the email address you provided.

Thank you,
Jeremie

Polina wrote:

Hello Jeremie,

Thank you for the update.

Unfortunately, we cannot reproduce this issue as it manifests itself in certain conditions only.
However, I've forwarded the issue to our development department and asked for their input on this, to see if there's something that can be done to fix the issue.

I'll get back to you with their reply soon.

Okay thank you very much!

Hi again,

So I tried deleting the whole Remote Utilities folder in AppData, I deleted the whole Usoris entry in registry and I restarted the computer and redownloaded the Remote Utilities Agent but I am still getting the same error when go to launch the Remote Utilities Agent. I checked my anti-virus again and even closed it out completely but no luck. I tried to recreate the problem at home but everything worked fine. It is only some computers that I am having trouble with this and I also seem to have figured out that it might have something to do with Microsoft's latest Windows 10 version of 20H2. Have you been able to recreate the problem or have you figured out a solution to this yet?

Thank you,
Jeremie

Polina wrote:

Hello Jeremie,

Thank you for your message.

I use the portable Remote Utilities program for all of my clients.

Could you please clarify if you mean the Agent module?
If this is the case, then please note that you only need to remove the following:
1. The  Agent ".exe" file
2. The folder  C:\Users\user_name\AppData\Roaming\Remote Utilities Agent\
3. The following registry entry:
Computer\HKEY_CURRENT_USER\Software\Usoris\Remote Utilities

Please try removing the above files and rebooting the machine where the issue occurs. After the machine is restarted, please re-download Agent from our website or re-configure a custom Agent package and try running it to see if the issue persists. Please note that it's recommended to use the latest  6.12.4.0 Beta 4  version.

Please let us know if the steps above did not help and the issue persists.

Hi Polina,

Yes the Agent module. I'll try your solution and report back soon. Thank you.

Jeremie

I am having this same problem with all of my clients now. I use the portable Remote Utilities program for all of my clients. I have deleted the Remote Utilities folder from my clients AppData/Roaming folder. I have also downloaded the latest portable installer, made the exceptions in my anti-virus software and tried to run the Remote Utilities program again and I am still getting the same error. I closed the anti-virus software completely and deleted the Remote Utilities folder again. I downloaded the beta version of the portable installer this time and I am still getting the same error. I checked the registry and there are no entries for Remote Utility. I'm assuming there wouldn't be any entries considering I am only using the portable installer. Any ideas?

Thank you,
Jeremie