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Remote Utilities showing my hosts offline
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Links used in this discussion
Fritz Hurst,
User (Posts: 9)
Jan 08, 2025 9:49:11 am EST
Support level: Free or trial
Anyone else having issues connecting today? I started having intermittent issues on Monday (had been out of the office for a couple weeks).
Upgraded all clients and hosts to 7.6.2.
Seems to be even worse now. Get booted off sessions frequently and then can't reconnect.
May need to set up my own server and do direct connect if there are going to be connection issues going forward.
Upgraded all clients and hosts to 7.6.2.
Seems to be even worse now. Get booted off sessions frequently and then can't reconnect.
May need to set up my own server and do direct connect if there are going to be connection issues going forward.
Conrad Sallian,
Support (Posts: 3088)
Jan 08, 2025 11:04:00 am EST
Hello Fritz,
Thank you for your message.
Could you attempt connection and then copy and send us the Viewer log, as well as the Host logs (if you have access to the remote computer). This will help us troubleshoot the problem.
Here is how to find the logs:
Viewer: https://www.remoteutilities.com/support/docs/connection-log/
Host: https://www.remoteutilities.com/support/docs/host-log/
You can send them zipped to our email support@remoteutilities.com to avoid sharing personal data such as IP addresses.
Thank you for your message.
Could you attempt connection and then copy and send us the Viewer log, as well as the Host logs (if you have access to the remote computer). This will help us troubleshoot the problem.
Here is how to find the logs:
Viewer: https://www.remoteutilities.com/support/docs/connection-log/
Host: https://www.remoteutilities.com/support/docs/host-log/
You can send them zipped to our email support@remoteutilities.com to avoid sharing personal data such as IP addresses.
Conrad Sallian,
Support (Posts: 3088)
Jan 09, 2025 10:14:21 am EST
Hello Fritz,
We examined the logs and double-checked the servers that are used by your connection. Everything seems to be working without issues, and there were no server downtimes.
The primary reason for any connection issues today is antivirus software (be it on the local machine or on the perimeter). We highly recommend adding Viewer and Host installation folders to the antivirus software exceptions list to avoid these problems.
Another possible issue is that the connection to our intermediary servers is tampered with by the ISP or perimeter firewall (if any), and the packets may be blocked/rejected due to another 'security policy'.
Hope that helps.
We examined the logs and double-checked the servers that are used by your connection. Everything seems to be working without issues, and there were no server downtimes.
The primary reason for any connection issues today is antivirus software (be it on the local machine or on the perimeter). We highly recommend adding Viewer and Host installation folders to the antivirus software exceptions list to avoid these problems.
Another possible issue is that the connection to our intermediary servers is tampered with by the ISP or perimeter firewall (if any), and the packets may be blocked/rejected due to another 'security policy'.
Hope that helps.
Fritz Hurst,
User (Posts: 9)
Jan 09, 2025 12:25:14 pm EST
Support level: Free or trial
I was getting the errors on both my work desktop (running through zScaler) and my personal laptop (connected direct to the internet through my router). I had added exceptions for the Windows Defender on my personal laptop. That did not seem to correct the issue. Was happening connecting to multiple hosts at my home.
The behaviour was the same as when you all were having some instability back at the beginning of December, so thought that might be the issue.
The problem doesn't seem to be occurring now. Has been rock solid since mid yesterday morning.
I'll write it up to something on my home side..
Thanks for checking my logs. May still look into running a server on my own. Always enjoy learning new tech and trying new solutions!
The behaviour was the same as when you all were having some instability back at the beginning of December, so thought that might be the issue.
The problem doesn't seem to be occurring now. Has been rock solid since mid yesterday morning.
I'll write it up to something on my home side..
Thanks for checking my logs. May still look into running a server on my own. Always enjoy learning new tech and trying new solutions!
Edited:Fritz Hurst - Jan 09, 2025 12:26:20 pm EST
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