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Today pc's and server's can't connect to RU

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Darryl Pope, User (Posts: 8)

Apr 13, 2021 9:15:29 pm EDT

Nothing changed on our network between yesterday and today but the client pc's and the server's that have RU host are greyed out.

Darryl Pope, User (Posts: 8)

Apr 14, 2021 4:44:11 am EDT

Support level: Free or trial

When we restart RU host the icon is blue then immediately goes to grey. We're thinking our Watchguard firewall maybe blocking RU?

Conrad Sallian, Support (Posts: 3049)

Apr 14, 2021 5:05:36 am EDT

Hello Darryl,

Could you locate the Host log and see what it says. The Host keeps its logs in C:\Program Files(x86)\Remote Utilities - Host\Logs.

We're thinking our Watchguard firewall maybe blocking RU?

Yes, you should check that id.remoteutilities.com is allowed by the firewall.

Darryl Pope, User (Posts: 8)

Apr 14, 2021 6:06:10 am EDT

Support level: Free or trial

Thanks we will check for that.

Starting yesterday the RU host logs are
Internet-ID: Unable to connect to ID server. Address: id70.remoteutilities.com; Port: 443; Connect timed out.(EIdConnectTimeout)

Pauline, Support (Posts: 2869)

Apr 14, 2021 2:26:48 pm EDT

Hello Darryl,

Thank you for the information.

We've received a report from another user that WatchGuard is causing the same issue for them as well. We've contacted WatchGuard and submitted a False Positive report, so they could look into the issue and stop blocking access to our servers as soon as possible. As we're waiting for their reply, we recommend that you also submit a False Positive on their website here.

I'll keep you updated on this and will let you know if there are any updates on this issue.

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