Knowledge Base

Remote Utilities is mistakenly detected as malware

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Agent

Agent is a remote module for spontaneous-only support. The Agent displays its own window that can be branded with your custom logo and text.

Agent doesn't require installation and administrative privileges to run.

We submit false positive reports to antivirus software vendors on a regular basis. If Remote Utilities is falsely detected as malware you might need to exclude its files from antivirus scans.

Adding Remote Utilities to exceptions

You need to add the following paths as exceptions:

• C:\Program Files (x86)\Remote Utilities - Viewer\*
• C:\Program Files (x86)\Remote Utilities - Host\*
• C:\Program Files (x86)\Remote Utilities - Server\*

Generally, the asterisk at the end of a path means "add this directory and all subdirectories and files within", but this might work differently in different programs. Please, refer to the documentation for your antivirus program.

To add the Agent to the exceptions list, you must use the path to the directory from which you run the Agent. For example, this may be your Desktop or Downloads folder.

List of antivirus programs

To get instructions on how to add a program (e.g. Remote Utilities) to exceptions in specific antivirus software click the "add to exceptions" link. To send a false positive report click the "report false positive" link. Sending false positive reports usually helps speed up the resolution process.