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Err_ssl_protocol_error on remoteutilities.com, host/agent don'r work

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Philip Le Riche, User (Posts: 1)

Dec 23, 2021 11:24:24 am EST

Trying to support an elderly lady, I directed her to remoteutilities.com to download the agent but neither Chrome nor Edge would connect. Visiting her, I found she was getting Err_ssl_protocol_error. It seems her browsers were unable to make an ssl connection. And when I installed agent or host from a memory stick, neither could make a connection, and Viewer from my iPhone failed to connect to her. I think I used it successfully some 8 - 9 months ago.

Windows 10 appears to be up to date. The only antivirus is Windows Defender. Remote Utilities appears to be allowed in the Widows firewall.

The last few lines in rut_log are appended. Not sure what to try next. Ideas?

Thanks - Philip

23.12.2021---14:59:45:572 34 Remote Utilities - Host 70100 is started. GMT Windows 10.0 64bit
23.12.2021---14:59:51:525 96 Relay node: OK ID: 830-871-469-617; Port: 443; Try count: 2
23.12.2021---15:00:02:791 96 Relay node: OK ID: 830-871-469-617; Port: 443; Try count: 2
23.12.2021---15:00:14:056 96 Relay node: OK ID: 830-871-469-617; Port: 443; Try count: 2
23.12.2021---15:00:25:322 96 Relay node: OK ID: 830-871-469-617; Port: 443; Try count: 2
23.12.2021---15:00:35:775 96 Relay node: OK ID: 830-871-469-617; Port: 443; Try count: 2
23.12.2021---15:00:41:510 96 Internet-ID ErrorCode <> 0 Error code: 1
23.12.2021---15:00:51:213 96 Relay node: OK ID: 830-871-469-617; Port: 443; Try count: 2
23.12.2021---15:00:56:791 96 Internet-ID ErrorCode <> 0 Error code: 1
23.12.2021---15:01:21:228 96 Relay node: OK ID: 830-871-469-617; Port: 443; Try count: 2
23.12.2021---15:01:26:806 96 Internet-ID ErrorCode <> 0 Error code: 1
23.12.2021---15:01:51:244 96 Relay node: OK ID: 830-871-469-617; Port: 443; Try count: 2
23.12.2021---15:01:56:822 96 Internet-ID ErrorCode <> 0 Error code: 1
23.12.2021---15:02:21:228 96 Relay node: OK ID: 830-871-469-617; Port: 443; Try count: 2
23.12.2021---15:02:26:806 96 Internet-ID ErrorCode <> 0 Error code: 1
23.12.2021---15:02:51:213 96 Relay node: OK ID: 830-871-469-617; Port: 443; Try count: 2
23.12.2021---15:02:56:791 96 Internet-ID ErrorCode <> 0 Error code: 1
23.12.2021---15:03:21:228 96 Relay node: OK ID: 830-871-469-617; Port: 443; Try count: 2
23.12.2021---15:03:26:806 96 Internet-ID ErrorCode <> 0 Error code: 1
23.12.2021---15:03:51:244 96 Relay node: OK ID: 830-871-469-617; Port: 443; Try count: 2
23.12.2021---15:03:56:822 96 Internet-ID ErrorCode <> 0 Error code: 1
23.12.2021---15:04:21:287 96 Relay node: OK ID: 830-871-469-617; Port: 443; Try count: 2
23.12.2021---15:04:26:865 96 Internet-ID ErrorCode <> 0 Error code: 1
23.12.2021---15:04:51:289 96 Relay node: OK ID: 830-871-469-617; Port: 443; Try count: 2
23.12.2021---15:04:56:868 96 Internet-ID ErrorCode <> 0 Error code: 1
23.12.2021---15:05:21:289 96 Relay node: OK ID: 830-871-469-617; Port: 443; Try count: 2
23.12.2021---15:05:26:868 96 Internet-ID ErrorCode <> 0 Error code: 1

Pauline, Support (Posts: 2886)

Dec 23, 2021 4:34:44 pm EST

Hello Philip,

Thank you for your message.

Could you please double-check if the date and time on the Host machine are correct? Sometimes incorrect date and time might result in getting the "Err_ssl_protocol_error" error messages.
In addition, according to the part of the log file you've attached (please in the future do not post the logs on the forum as they might contain some personal information), it seems like the ports used by Remote Utilities are blocked or used by another software. Please make sure that the machine in question has TCP Outbound ports 5655 and/or 443 are opened. For more information on ports used by Remote Utilities please see this page.
Last but not least, please see if any of the solutions listed in this troubleshooting guide might help to resolve the issue as well.

Hope that helps.

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