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Unable to connect (using Internet ID, [censored] working OK)

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Anthony Pidden, User (Posts: 12)

Apr 22, 2020 8:44:54 am EDT

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.

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: 3074)

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.

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.

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