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RU Internet ID Servers Down?

Trent, User (Posts: 56)

Dec 29, 2021 9:48:08 am EST

Is anyone else experiencing problems with Internet ID hosts all showing as "Offline/Unknown" in the status in the viewer? Everything was working fine earlier this morning, but about an hour ago, suddenly everything went offline for me. I am east coast US.

Conrad Sallian, Support (Posts: 2987)

Dec 29, 2021 11:53:18 am EST

Hi Trent,

To isolate the issue, could you try to run Viewer in another network (i.e. connect to the Internet via another ISP) and try to connect in to one of your Hosts that show offile.

For example, you can use our mobile Viewer for iOS/Android and use your mobile network to access the Internet.

This will show us whether the issue is on the Viewer side.

Trent, User (Posts: 56)

Dec 29, 2021 3:24:21 pm EST

Support level: Free or trial

Using a WiFi hotspot through Verizon things come up just fine. When I switch back to Spectrum, they go offline again.

Do you suspect the issue is with the ISP or could your servers be blocking my Spectrum IP address for some reason?

Pauline, Support (Posts: 2830)

Dec 29, 2021 4:11:20 pm EST

Hello Trent,

Thank you for the clarification.

In this case, the issue might be caused by something on the Host side blocking or interrupting the connection. In order to look into this further, could you please provide us the Host logs for examination? You can locate them in the following folder:
C:\Program Files (x86)\Remote Utilities - Host\Logs\.
Please don't publish the logs on the forum as they might contain some personal information - instead, please send them to support@remoteutilities.com.

Looking forward to your reply.

Trent, User (Posts: 56)

Dec 29, 2021 4:45:47 pm EST

Support level: Free or trial

Thanks! I am seeing these lines repeatedly in my Viewer logs:

29-12-2021__21:18:14__651 Check ID Connection. Connecting...: "id71.remoteutilities.com:5655".
29-12-2021__21:18:24__657 Check ID Connection to internet-id error. Host: "id71.remoteutilities.com:5655". Exception class: "EIdConnectTimeout". Message: "Connect timed out.".
29-12-2021__21:18:34__664 Check ID Connection to internet-id error. Host: "id71.remoteutilities.com:443". Exception class: "EIdConnectTimeout". Message: "Connect timed out.".
29-12-2021__21:18:34__665 Check ID Connection to internet-id error. Host: "id71.remoteutilities.com:443". Exception class: "EIdConnectTimeout". Message: "Connect timed out.".

The host that is installed on my machine as well is grayed out in the system tray and shows similar info in it's activity log:

29.12.2021---21:23:04:917 96 Internet-ID: Unable to connect to ID server. Address: id70.remoteutilities.com; Port: 443; Connect timed out.(EIdConnectTimeout)
29.12.2021---21:23:09:927 96 Internet-ID ErrorCode <> 0 Error code: 1
29.12.2021---21:24:04:930 96 Internet-ID: Unable to connect to ID server. Address: id70.remoteutilities.com; Port: 443; Connect timed out.(EIdConnectTimeout)
29.12.2021---21:24:09:940 96 Internet-ID ErrorCode <> 0 Error code: 1

So I don't think the host logs at a target machine will help. It's clear connection to the ID servers is the issue.

I'll grab another PC and try to run the Viewer on it to see if the issue follows the machine of if it is common to my connection.

Pauline, Support (Posts: 2830)

Dec 30, 2021 1:20:21 pm EST

Hello Trent,

Thank you for the provided details.

Please note that we've already responded to your email in order to avoid duplication.

Please feel free to post another message if you have other questions.

Trent, User (Posts: 56)

Dec 30, 2021 3:15:47 pm EST

Support level: Free or trial

Thanks, Pauline and Conrad! For the benefit of others that may come across this post later experiencing similar, my public IP address (on the viewer side) had been blocked by the RU servers for some reason. Conrad was able to get me fixed up!

Thanks for the great product and great service! You guys are awesome!!!

Pauline, Support (Posts: 2830)

Dec 30, 2021 4:37:19 pm EST

Hello Trent,

I'm glad to hear we were able to help!

Please feel free to let us know if you have more questions or need our further assistance.

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