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All Hosts Offline

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Support level: Free or trial
I use Viewer daily for my job, and recently, all Hosts are showing as offline in my Viewer app. Viewer and Hosts I'm testing with are all on the most recent versions.

I’ve uninstalled/reinstalled the Viewer several times, restarted my computer, used a different user account on the computer, had the Host machine restarted, and tested from another network (at my home). One of my coworkers uses the Viewer as well within my office (same network, same antivirus, same ISP, and he is not having the issue.

It appears that the Viewer all the sudden cannot reach the RU DNS server. I've attached the log of when I open the Viewer app.
Attached Files
All Hosts Offline
Hello Cory,

Thank you for your message.

It looks like something might be mistakenly blocking access to our servers on your Viewer machine. Have you tried adding Viewer installation folder to the exception list of your a/v software? Sometimes it might be simply caused by some Viewer files being somehow damaged (for example, if an antivirus software flags it by mistake). If you haven’t done so yet, make sure to add the Viewer folder to the exception list as described here.
In addition, see if any of the solutions listed here might help in resolving the issue.

Let us know if this helps.
Support level: Free or trial
Hey Pauline,

I did not add the RU directory to our A/V exception list initially since my coworker who has the same A/V running on his machine, does not have this problem, BUT I have since added the Viewer and Host RU directories to the exception list of our A/V. It did not work and my hosts still show as offline.
Support level: Free or trial
Another update. I fully uninstalled our A/V software from my computer. Uninstalled RU Viewer. Restarted the computer. Reinstalled RU Viewer. It is still NOT working.
Hi Cory,

Thank you for the update.

In this case, can you please send us the most recent Host log file and Viewer log file as well? Here’s how you can obtain the Viewer logs. You can send it to us to support@remoteutilities.com.

Looking forward to your reply.
Support level: Free or trial
Hi Pauline,

I have a resolution, and I do apologize for wasting your time! It seems that when my laptop is connected to my docking station, that is the culprit. This is nothing that you can help with, and again, I am sorry! I thank you very much for your help!!
Hi Cory,

Thank you for the update! I’m glad to hear you’ve figured out the issue and it works for you now!

Feel free to contact us anytime if you have any questions or need our assistance.

Thank you!
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