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Can't connect since update
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Julian Riedl,
User (Posts: 2)
Sep 25, 2024 1:39:29 am EDT
Support level: Free or trial
Hey,
I updated the host on two PCs last Friday (September 20th) and they've been unable to connect to the ID server since (the taskbar symbol remains grey), while it was working fine before.
I've tried restarting many times as well as turning off the firewall and forwarding ports 5655, 5650 and 433, but the host still reports that the connection is not available and the taskbar symbol remains grey.
I even tried an older version (6.10.10.0), which managed to succesfully connect to the ID server. But I wasn't able to remote into it with my viewer of a newer version.
These are the errors from the log file:
Best Regards,
Julian
I updated the host on two PCs last Friday (September 20th) and they've been unable to connect to the ID server since (the taskbar symbol remains grey), while it was working fine before.
I've tried restarting many times as well as turning off the firewall and forwarding ports 5655, 5650 and 433, but the host still reports that the connection is not available and the taskbar symbol remains grey.
I even tried an older version (6.10.10.0), which managed to succesfully connect to the ID server. But I wasn't able to remote into it with my viewer of a newer version.
These are the errors from the log file:
Thanks for your time!
25.09.2024---05:25:22:937 96 Internet-ID: Unable to connect to ID server. Address: id72.remoteutilities.com; Port: 443; Socket Error # 11001 Host not found.(EIdSocketError)
25.09.2024---05:25:27:945 96 Internet-ID ErrorCode <> 0 Error code: 1
25.09.2024---05:25:55:853 96 Internet-ID: Unable to connect to ID server. Address: id72.remoteutilities.com; Port: 443; Socket Error # 11001 Host not found.(EIdSocketError)
25.09.2024---05:26:00:867 96 Internet-ID ErrorCode <> 0 Error code: 1
Best Regards,
Julian
Pauline,
Support (Posts: 2848)
Sep 25, 2024 8:03:06 pm EDT
Hello Julian,
Thank you for your message.
It seems like the access to our servers might be mistakenly blocked in your network (for example, this might occur if some antivirus software is blocking the access for our application).
Could you please try flushing DNS cache following the steps provided here and see if this might help to resolve the issue?
In addition, please make sure to add the Host installation folder C:\Program Files (x86)\Remote Utilities - Host\ to the exception list of any a/v software you might be using as described here.
Let us know if this helps.
Thank you for your message.
It seems like the access to our servers might be mistakenly blocked in your network (for example, this might occur if some antivirus software is blocking the access for our application).
Could you please try flushing DNS cache following the steps provided here and see if this might help to resolve the issue?
In addition, please make sure to add the Host installation folder C:\Program Files (x86)\Remote Utilities - Host\ to the exception list of any a/v software you might be using as described here.
Let us know if this helps.
Fatzke,
User (Posts: 2)
Sep 27, 2024 9:04:16 am EDT
Support level: Free or trial
Hello Pauline,
Thank you for the response.
I have tried to flush the DNS cache as suggested and also added the folder to the exclusion list of Windows Security, but with no success.
I also tried to
However, I also found the host version 7.2.2.0 in my download folder. I uninstalled the new version 7.5.1.0 and installed 7.2.2.0. It started working immediately. I tried to
It seems like until we found the cause for the issue I might just need to stay at 7.2.2.0 and not update.
Best Regards,
Julian
Thank you for the response.
I have tried to flush the DNS cache as suggested and also added the folder to the exclusion list of Windows Security, but with no success.
I also tried to
ping id.remoteutilities.com, but the request timed out.
However, I also found the host version 7.2.2.0 in my download folder. I uninstalled the new version 7.5.1.0 and installed 7.2.2.0. It started working immediately. I tried to
ping id.remoteutilities.comagain with that version installed, but that request still times out, despite being able to connect to the PC just fine. I'm using version 7.5.1.0 on the PC that runs the Viewer.
It seems like until we found the cause for the issue I might just need to stay at 7.2.2.0 and not update.
Best Regards,
Julian
Pauline,
Support (Posts: 2848)
Sep 27, 2024 3:03:44 pm EDT
Hello Julian,
Thank you for the update on the issue.
Could you please send us the most recent Host log files fr om your computer wh ere the issue occurs? Please make sure to install version 7.5.1.0 prior, so we can examine the log files.
You can send the logs to support@remoteutilities.com.
Looking forward to your reply.
Thank you for the update on the issue.
Could you please send us the most recent Host log files fr om your computer wh ere the issue occurs? Please make sure to install version 7.5.1.0 prior, so we can examine the log files.
You can send the logs to support@remoteutilities.com.
Looking forward to your reply.
Conrad Sallian,
Support (Posts: 3013)
Sep 27, 2024 3:37:57 pm EDT
Hi Fatzke,
Ping will not work on id.remoteutilities.com because pinging is disabled for security purposes.
Ping will not work on id.remoteutilities.com because pinging is disabled for security purposes.
* Website time zone: America/New_York (UTC -4)