"Access violation" error in the Viewer
Viewer
Viewer is a single "command center" used by a support technician/admin. The Viewer is where you keep your address book, start remote sessions and manage your licenses.
Address book
An address book is a place where you can keep and organize your remote connections. Each connection represents a specific remote computer. Connections have properties such as the destination address, access password (if saved), color depth and so on.
Remote Utilities allows you to back up and encrypt your address books stored locally.
Symptoms
When opening Viewer, adding a new record in the address book, or starting a remote session—an "Access Violation..." error appears.
Solution 1: Fix damaged Viewer config file
The issue may be caused by a damaged Viewer configuration file which is found in the %APPDATA%\Remote Utilities Files\ folder.
Do the following:
- In Viewer click File→Exit to fully exit the program.
- Open
C:\Users\[Your_username]\AppData\Roaming\Remote Utilities Files\folder. Note that the AppData folder may be hidden by default in which case you'll need to enable "Hidden files and folders" in Windows Explorer settings. - Locate the file
config_4.xmland delete it. - Run Viewer and register it again with your license key. See Register Remote Utilities.
Solution 2: Re-install and whitelist Viewer
The issue may be caused by antivirus software activity or damaged Viewer program files. Do the following:
- Add the Viewer installation folder (by default it's
C:\Program Files\Remote Utilities - Viewer\) to your antivirus software exceptions list. - Completely uninstall Viewer.
- Restart the PC.
- Download and install the latest version of Viewer.
- Restore your address books from a backup.
If you are still getting the "Access violation" error, please contact our technical support.
