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Unable to connect (using Internet ID, [censored] working OK)
Links used in this discussion
Links used in this discussion
Anthony Pidden,
User (Posts: 12)
Apr 22, 2020 8:44:54 am EDT
Support level: Pro
I really like the product but it doesn't seem to work in some scenarios.
Host agent shows as 'Ready for connection' (every ~5mins it briefly flicks to 'Connection not available' then 'Connecting...')
Viewer sporadically shows host as 'Online' but as soon as we try and connect it goes offline.
[censored] is working fine, so I'm not sure what the issue is.
Any help is greatly appreciated as we would love to get RU working on these sites.
Host agent shows as 'Ready for connection' (every ~5mins it briefly flicks to 'Connection not available' then 'Connecting...')
Viewer sporadically shows host as 'Online' but as soon as we try and connect it goes offline.
[censored] is working fine, so I'm not sure what the issue is.
Any help is greatly appreciated as we would love to get RU working on these sites.
Anthony Pidden,
User (Posts: 12)
Apr 22, 2020 8:46:11 am EDT
Support level: Pro
Replaced [censored] with the name of competing remote-support software that is used for teams...
Conrad Sallian,
Support (Posts: 3049)
Apr 22, 2020 8:52:24 am EDT
Hi Anthony ,
Thank you for your message.
We could use the connection log which may shed the light on the issue. Here is how find the log:
Host log
Agent log
Please, send the log via the tickets, not publicly on the forum since the log may contain personal information (as defined by our privacy policy and GDPR).
Thanks.
Thank you for your message.
We could use the connection log which may shed the light on the issue. Here is how find the log:
Host log
Agent log
Please, send the log via the tickets, not publicly on the forum since the log may contain personal information (as defined by our privacy policy and GDPR).
Thanks.
Anthony Pidden,
User (Posts: 12)
Apr 22, 2020 8:58:17 am EDT
Support level: Pro
Ticket 3744 opened.
Host logs just show 'Internet-ID ErrorCode <> 0' with 'Error code: 1' 150 seconds after 'Internet-ID: Connection established' after which it attempts to reconnect, rinse, repeat.
Host logs just show 'Internet-ID ErrorCode <> 0' with 'Error code: 1' 150 seconds after 'Internet-ID: Connection established' after which it attempts to reconnect, rinse, repeat.
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