"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.
Symptoms
When launching the Viewer, adding a new record in the address book, or starting a remote session, an "Access Violation..." error is displayed.
Solution 1 (try this first)
The issue may be caused by a corrupted Viewer configuration file which is found in program %APPDATA% folder. Please, try the following:
- Fully exit the Viewer (File → Exit).
- 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. - In the folder above locate the file
config_4.xmland delete it. - Run the Viewer. You may have to register the Viewer again with your license key. See registering the program.
Solution 2
The issue may be caused by antivirus software activity or an incorrectly installed Viewer. Follow this procedure to fix the issue:
- Add the Viewer installation folder (by default it's
C:\Program Files\Remote Utilities - Viewer\) to your antivirus software exceptions list. - Completely uninstall the Viewer.
- Restart the PC.
- Download and install the latest version of the Viewer.
- Use the Import Connections command on the Tools tab in the Viewer to import your address book from the backup file.
If this solution doesn't help, please submit a support ticket. Please, provide the error message details in the ticket.
