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Connection Problem

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Michael H, User (Posts: 1)

Jan 27, 2014 12:07:04 am EST

Hello,

I am trying remoteutilities to connect to my work PC. The PC is behind a corporate firewall. The Host is installed and Internet-ID is noted and copied. The blue ring is on. When I add the PC to the viewer using internet-id (yes I checked and it is correct) it shows PC being offline.

I have no problem connect this PC via LogmeIn or a [censored] . I have tried to reinstall the host software, use different ports for connection with no luck. None of the connection roles is banned.

Any idea how to resolve it is appreciated.

Michael Ratner, User (Posts: 3)

Jan 27, 2014 1:32:28 am EST

Support level: Free or trial

I have the exact same problem. I also wanted to mention that the proxy is set up the way it works for any other apps on this computer.

Here is the viewer log when I try to connect:

58:21:23_26-01-2014_284 Viewer started. OS: Windows 6.1 64bit
01:22:23_26-01-2014_216 Connection #675488. Connection to "xxxxxxxx". Mode: <Authorization>. Connecting...
01:22:23_26-01-2014_217 InetConnection #675488. Internet connection to xxxxxxxx (server.rutils.com:5656).
02:22:23_26-01-2014_572 Connection #675488. Connection to "xxxxxxxxx" failed. Mode: <Authorization>.
02:22:23_26-01-2014_572 Context #675488 removed. Mode: <Authorization>.

Please help.

Thank you.

Conrad Sallian, Support (Posts: 3049)

Jan 27, 2014 9:16:59 am EST

Hello,

If the Host shows the blue circle on the icon continuously, then it's unlikely that the issue is on the Host side. Perhaps, the issue is on the Viewer side.

Please, check out this list of possible causes for the problem https://www.remoteutilities.com/support/kb/cannot-connect-using-internet-id-connection/

As for proxy, you probably need to explicitly specify the proxy settings into the Host or the Viewer, depending on which side the proxy is.

To specify the proxy settings:

Host: Settings for Host -> Options - Proxy settings

Viewer: In Viewer you specify proxy settings individually for each connection in Connection Properties -> Network -> Proxy settings.

Hope that helps.

mratner, User (Posts: 3)

Jan 27, 2014 11:02:48 pm EST

Support level: Free or trial

Thank you for the quick reply - I appreciate it.

Actually, after much closer look, it turns out that the blue circle on the icon appears right after I start the Host but disappears after 30-40 seconds. The proxy settings are exactly as in my browsers on the same computer (using port 8080).

I'm seeing an error in the Host's log:

2014-01-27 20:50:41:636 34 RUT Host 56005 is started. Windows 6.1 32bit
2014-01-27 20:50:42:030 96 Internet-ID: Connection established ID: S-C1EFA641-C045-4C32; Port: 5655
2014-01-27 20:50:47:800 96 Internet-ID: Connection established ID: S-C1EFA641-C045-4C32; Port: 5655
2014-01-27 20:50:53:563 96 Internet-ID: Connection established ID: S-C1EFA641-C045-4C32; Port: 5655
2014-01-27 20:50:59:326 96 Internet-ID: Connection established ID: S-C1EFA641-C045-4C32; Port: 5655
2014-01-27 20:51:05:091 96 Internet-ID: Connection established ID: S-C1EFA641-C045-4C32; Port: 5655
2014-01-27 20:51:05:615 63 Exception: DisconnectCount (EIdException). Information
2014-01-27 20:51:10:619 96 Internet-ID ErrorCode <> 0 Error code: 1
2014-01-27 20:52:11:025 96 Internet-ID: Connection established ID: S-C1EFA641-C045-4C32; Port: 5655
2014-01-27 20:52:11:547 63 Exception: DisconnectCount (EIdException). Information
2014-01-27 20:52:16:551 96 Internet-ID ErrorCode <> 0 Error code: 1

In "Information" I see this:
---
Stack list
(0035B087){rutserv.exe } [0075C087] Unknown function at TMethodImplementationIntercept + $2F0AB7
(000D0D1D){rutserv.exe } [004D1D1D] Unknown function at TMethodImplementationIntercept + $6674D

Does this shed any light on what the problem might be?

Thanks,
-Michael

Conrad Sallian, Support (Posts: 3049)

Jan 28, 2014 12:13:42 pm EST

mratner wrote:
Thank you for the quick reply - I appreciate it.

Actually, after much closer look, it turns out that the blue circle on the icon appears right after I start the Host but disappears after 30-40 seconds. The proxy settings are exactly as in my browsers on the same computer (using port 8080).

I'm seeing an error in the Host's log:

2014-01-27 20:50:41:636 34 RUT Host 56005 is started. Windows 6.1 32bit
2014-01-27 20:50:42:030 96 Internet-ID: Connection established ID: S-C1EFA641-C045-4C32; Port: 5655
2014-01-27 20:50:47:800 96 Internet-ID: Connection established ID: S-C1EFA641-C045-4C32; Port: 5655
2014-01-27 20:50:53:563 96 Internet-ID: Connection established ID: S-C1EFA641-C045-4C32; Port: 5655
2014-01-27 20:50:59:326 96 Internet-ID: Connection established ID: S-C1EFA641-C045-4C32; Port: 5655
2014-01-27 20:51:05:091 96 Internet-ID: Connection established ID: S-C1EFA641-C045-4C32; Port: 5655
2014-01-27 20:51:05:615 63 Exception: DisconnectCount (EIdException). Information
2014-01-27 20:51:10:619 96 Internet-ID ErrorCode <> 0 Error code: 1
2014-01-27 20:52:11:025 96 Internet-ID: Connection established ID: S-C1EFA641-C045-4C32; Port: 5655
2014-01-27 20:52:11:547 63 Exception: DisconnectCount (EIdException). Information
2014-01-27 20:52:16:551 96 Internet-ID ErrorCode <> 0 Error code: 1

In "Information" I see this:
---
Stack list
(0035B087){rutserv.exe } [0075C087] Unknown function at TMethodImplementationIntercept + $2F0AB7
(000D0D1D){rutserv.exe } [004D1D1D] Unknown function at TMethodImplementationIntercept + $6674D

Does this shed any light on what the problem might be?

Thanks,
-Michael

Michael,

If the circle beside the icon stays grey, it means that the Host hasn't been able to establish an outgoing connection to our intermediary server.

Please, note that although the Internet ID connection is supposed to be used for firewall bypass/traversal, it still requires some outgoing ports to be open for work. In some organizations network policies are so strict that they block all ports except those absolutely necessary for web browsing and e-mail.

Check this knowledge base article for more information on what ports should be open for what type of connection:
https://www.remoteutilities.com/support/docs/ports-used-by-remote-utilities/

Hope that helps.

mratner, User (Posts: 3)

Jan 30, 2014 2:01:01 am EST

Support level: Free or trial

Conrad,

There is something I don't understand. Most large organizations do not allow any outbound traffic and a proxy (commonly HTTP or SOCKS) is used for outgoing communications. The applications that have proxy support do *not* require any open outbound ports to work; all they need is to be able to talk to the internally accessible proxy port (normally 8080 for HTTP or 1080 for SOCKS). If an app has proxy support, and Remote Utilities does, it shouldn't need any other outbound ports open.

This makes me think of two things: either there is something unique in RU's proxy settings that I am not aware of, or RU's proxy support does not work.

Thank you,
-Michael

Conrad Sallian, Support (Posts: 3049)

Jan 30, 2014 4:26:12 pm EST

mratner wrote:
Conrad,

There is something I don't understand. Most large organizations do not allow any outbound traffic and a proxy (commonly HTTP or SOCKS) is used for outgoing communications. The applications that have proxy support do *not* require any open outbound ports to work; all they need is to be able to talk to the internally accessible proxy port (normally 8080 for HTTP or 1080 for SOCKS). If an app has proxy support, and Remote Utilities does, it shouldn't need any other outbound ports open.

This makes me think of two things: either there is something unique in RU's proxy settings that I am not aware of, or RU's proxy support does not work.

Thank you,
-Michael

Couple of questions:

1. Did you configure the MSI file using the MSI configurator? If so , did you enable Internet ID during configuration? Looks like this can be a duplicate ID issue.

2. Specifically what type of proxy is used in your organization?

Jeb Bonsteel, User (Posts: 1)

Feb 27, 2018 12:33:40 pm EST

Support level: Free or trial

I found that unchecking IPv6 at the host (since it was not checked at the viewer) fixed my connection problem. The remote PC jumped from the offline group up to the online group when I went back to the viewer. At all times the host PC had the little blue dot indicating it had a connection, but my viewer could not connect until I made the IPv6 change to unchecked.

Edited:pangborn - Feb 27, 2018 4:18:03 pm EST

Glenn Hering, User (Posts: 1)

Jul 06, 2020 4:44:48 pm EDT

Support level: Free or trial

I downloaded Host on laptop and Viewer on a 2nd laptop. I had them side by side on the same WiFi network. I was able to connect ok. Then I brought Viewer to a different WiFi network, and now it says "Can't Connect." I won't pay for this app if It doesn't work during the free trial.

Pauline, Support (Posts: 2870)

Jul 06, 2020 5:08:43 pm EDT

Hello Glenn,

Thank you for your message.

Am I right in assuming that you're trying to connect to the same Host from another WiFi network using Direct connection? If this is the case, then could you please try connecting to this remote Host using the Internet-ID connection method? Here's a step-by-step guide on how to establish the Internet-ID connection.

In case if you're already trying to connect using the Internet-ID connection or in case if you're connecting using the Direct connection (if your remote Host machine is available by its external IP address), please try referring to these troubleshooting guides first:
This one if you're having issues using Internet-ID connection.
Or this one if you're trying to connect to the remote Host machine which is available by its external IP address using Direct connection.

Please let us know if the solutions provided in the troubleshooting guides above did not help and the issue still persists.

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