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cannot connect to any hosts

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Robert Smith, User (Posts: 2)

Apr 24, 2022 9:22:48 pm EDT

Viewer is v 7.1.2.0 Host is v 7.1.2.0
Cannot connect to any hosts with viewer.
The program has worked great in the past.
I have tried several in a remote office which has worked before.
I installed host on a laptop at this office, cannot connect to it. No error message, it just times out.
Help!

Pauline, Support (Posts: 2868)

Apr 25, 2022 1:29:51 pm EDT

Hello Robert,

Thank you for your message.

Could you please confirm that you can't connect to any Host machine located in this specific office? Are all of these Host computers connected to the Internet via the same ISP?

Looking forward to your reply.

Robert Smith, User (Posts: 2)

Apr 25, 2022 2:00:38 pm EDT

Support level: Starter

Thank you for the reply.
The machines are all in one office, with the same ISP.
At this point, I think it is BitDefender. Remote Utilities did work at one time with their Bitdefender, but now has suddenly stopped.
There has been no change to the firewall at that office.
I'll have to try some troubleshooting with that product, attempt to configure it to let RU traffic pass.

Do you have any thoughts?

Pauline, Support (Posts: 2868)

Apr 25, 2022 3:33:52 pm EDT

Hello Robert,

Thank you for the clarification.

In this case, please try adding the Host installation folder C:\Program Files (x86)\Remote Utilities - Host\ to BitDefender's exception list as described here. In case if BitDefender is causing the issue by blocking Remote Utilities, please also submit a False Positive here.

In addition, please also double-check if it's the ISP who might be mistakenly blocking Hosts from accessing our servers. To check this, please try switching one of the Hosts that you can't connect to, to another network (even mobile internet will do) and see if you can connect to it this way.

Last but not least, perhaps one of the solutions listed in this troubleshooting guide might help.

Please let us know if the issue persists.

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