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All hosts show offline - Diff systems, viewer versions
Links used in this discussion
Links used in this discussion
- https://www.remoteutilities.com/support/kb/remote-utilities-is-mistakenly-detected-as-malware/#Adding_Remote_Utilities_to_exceptions
- https://www.remoteutilities.com/support/docs/ports-used-by-remote-utilities/#Internet-ID_connection_ports
- https://www.remoteutilities.com/support/kb/cannot-connect-using-internet-id-connection/
M R,
User (Posts: 2)
Nov 11, 2021 11:11:30 pm EST
Support level: Free or trial
Hi,
Have viewers running on 7+ and 6+ versions on different systems for years which suddenly stopped showing a stack of remote hosts using Internet-ID. No changes to routers, firewalls, antiviruses, no win updates. Remote hosts vary from Win 10 to Win 7 with different 7+ and 6+ versions of hosts. All Inet-IDs are 12 digits. All worked perfectly well 2-3 days ago.
Event log shows this error:
12-11-2021__04:03:03__244 Check ID Connection. Exit: "id70.remoteutilities.com:5655".
12-11-2021__04:03:35__568 Connection #512878. Connection to "XXXX". Mode: <Authorization>. Connecting...
12-11-2021__04:03:35__568 InetConnection #512878. Internet connection to XXXX (id70.remoteutilities.com:5655).
12-11-2021__04:03:35__633 InetConnection #512878. Method "Connect" - OK. XXXX connected to ID server: id70.remoteutilities.com.
12-11-2021__04:03:36__910 InetConnection #512878. Socket error. Name: "XXXX", host: "id70.remoteutilities.com:5655". Exception class: "EIdConnClosedGracefully". Message: "Connection Closed Gracefully.".
12-11-2021__04:03:36__910 Connection #512878. Connection to "XXXX" failed. Mode: <Authorization>.
12-11-2021__04:03:36__910 Context #512878 removed. Mode: <Authorization>.
12-11-2021__04:03:40__840 Connection #445991. Connection to "XXXX". Mode: <Authorization>. Connecting...
12-11-2021__04:03:40__840 InetConnection #445991. Internet connection to XXXX (id70.remoteutilities.com:5655).
12-11-2021__04:03:40__905 InetConnection #445991. Method "Connect" - OK. XXXX connected to ID server: id70.remoteutilities.com.
12-11-2021__04:03:42__943 InetConnection #445991. Socket error. Name: "XXXX", host: "id70.remoteutilities.com:5655". Exception class: "EIdConnClosedGracefully". Message: "Connection Closed Gracefully.".
12-11-2021__04:03:42__943 Connection #445991. Connection to "XXX" failed. Mode: <Authorization>.
And these messages regularly:
"12-11-2021__04:05:02__555 Check ID Connection. Connected...: "id70.remoteutilities.com:5655".
12-11-2021__04:05:02__627 Check ID Connection. Request MsgTransportThread.Send. Host: "id70.remoteutilities.com:5655".
12-11-2021__04:05:03__106 Context #526355 removed. Mode: <Command>.
12-11-2021__04:05:03__114 Context #357682 removed. Mode: <Command>.
12-11-2021__04:05:03__630 Check ID Connection. After process message. Host: "id70.remoteutilities.com:5655". MsgCode: 10
12-11-2021__04:05:03__828 Check ID Connection. Exit: "id70.remoteutilities.com:5655".
"
Hosts are mainly 7.0.2.0. One is 6.10. The results are the same. Direct connection on the same network works. Hosts are running on the host machines, connect to Inet ID and have internet access. Scratching my head. Would appreciate any help.
Thank you@
Have viewers running on 7+ and 6+ versions on different systems for years which suddenly stopped showing a stack of remote hosts using Internet-ID. No changes to routers, firewalls, antiviruses, no win updates. Remote hosts vary from Win 10 to Win 7 with different 7+ and 6+ versions of hosts. All Inet-IDs are 12 digits. All worked perfectly well 2-3 days ago.
Event log shows this error:
12-11-2021__04:03:03__244 Check ID Connection. Exit: "id70.remoteutilities.com:5655".
12-11-2021__04:03:35__568 Connection #512878. Connection to "XXXX". Mode: <Authorization>. Connecting...
12-11-2021__04:03:35__568 InetConnection #512878. Internet connection to XXXX (id70.remoteutilities.com:5655).
12-11-2021__04:03:35__633 InetConnection #512878. Method "Connect" - OK. XXXX connected to ID server: id70.remoteutilities.com.
12-11-2021__04:03:36__910 InetConnection #512878. Socket error. Name: "XXXX", host: "id70.remoteutilities.com:5655". Exception class: "EIdConnClosedGracefully". Message: "Connection Closed Gracefully.".
12-11-2021__04:03:36__910 Connection #512878. Connection to "XXXX" failed. Mode: <Authorization>.
12-11-2021__04:03:36__910 Context #512878 removed. Mode: <Authorization>.
12-11-2021__04:03:40__840 Connection #445991. Connection to "XXXX". Mode: <Authorization>. Connecting...
12-11-2021__04:03:40__840 InetConnection #445991. Internet connection to XXXX (id70.remoteutilities.com:5655).
12-11-2021__04:03:40__905 InetConnection #445991. Method "Connect" - OK. XXXX connected to ID server: id70.remoteutilities.com.
12-11-2021__04:03:42__943 InetConnection #445991. Socket error. Name: "XXXX", host: "id70.remoteutilities.com:5655". Exception class: "EIdConnClosedGracefully". Message: "Connection Closed Gracefully.".
12-11-2021__04:03:42__943 Connection #445991. Connection to "XXX" failed. Mode: <Authorization>.
And these messages regularly:
"12-11-2021__04:05:02__555 Check ID Connection. Connected...: "id70.remoteutilities.com:5655".
12-11-2021__04:05:02__627 Check ID Connection. Request MsgTransportThread.Send. Host: "id70.remoteutilities.com:5655".
12-11-2021__04:05:03__106 Context #526355 removed. Mode: <Command>.
12-11-2021__04:05:03__114 Context #357682 removed. Mode: <Command>.
12-11-2021__04:05:03__630 Check ID Connection. After process message. Host: "id70.remoteutilities.com:5655". MsgCode: 10
12-11-2021__04:05:03__828 Check ID Connection. Exit: "id70.remoteutilities.com:5655".
"
Hosts are mainly 7.0.2.0. One is 6.10. The results are the same. Direct connection on the same network works. Hosts are running on the host machines, connect to Inet ID and have internet access. Scratching my head. Would appreciate any help.
Thank you@
Pauline,
Support (Posts: 2886)
Nov 12, 2021 1:01:36 pm EST
Hello,
Thank you for your message.
This issue might have occurred due to some kind of False Positive which might block/restrict Remote Utilities or block access to our servers. Most of the times the end user is not notified of this type of security software (or ISP) activity, so it seems like there were no changes that might have caused the issue.
Could you please let us know if you have an antivirus or firewall installed on your remote Host machines or somewhere on the perimeter? If yes, then please make sure to add Remote Utilities installation folders to the exception lists as described here.
In addition please make sure that the outbound TCP ports 5655 and 443 are not blocked or used by another software since these ports are required to be opened (or at least one of them) in order for the Internet-ID connection to work properly. For more information on ports used by RU please see this page.
Last but not least please make sure that the DNS name id.remoteutilities.com which points to our servers is not blocked anywhere on your network or at the ISP level.
Please also try referring to this troubleshooting guide that might provide some helpful information.
Hope that helps.
Thank you for your message.
This issue might have occurred due to some kind of False Positive which might block/restrict Remote Utilities or block access to our servers. Most of the times the end user is not notified of this type of security software (or ISP) activity, so it seems like there were no changes that might have caused the issue.
Could you please let us know if you have an antivirus or firewall installed on your remote Host machines or somewhere on the perimeter? If yes, then please make sure to add Remote Utilities installation folders to the exception lists as described here.
In addition please make sure that the outbound TCP ports 5655 and 443 are not blocked or used by another software since these ports are required to be opened (or at least one of them) in order for the Internet-ID connection to work properly. For more information on ports used by RU please see this page.
Last but not least please make sure that the DNS name id.remoteutilities.com which points to our servers is not blocked anywhere on your network or at the ISP level.
Please also try referring to this troubleshooting guide that might provide some helpful information.
Hope that helps.
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