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Cannot connect to certain hosts
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Links used in this discussion
Ryan Annear,
User (Posts: 8)
May 28, 2014 8:58:47 am EDT
Support level: Free or trial
Just recently mass deployed remote utilities to our facility and it has been working great, but for some reason a few hosts will not let me connect. I have to constantly run a repair on them or I will find at random points of the day I can connect to them. Their PC's do not differ from others on site (Regards to Anti-Virus, Firewall Settings, etc). This has me absolutely puzzled. Double clicking the computers in the Viewer gets me nowhere, does not even attempt the remote connection. Anyone else experiencing similar symptoms??
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Anton Kalugin,
User (Posts: 209)
May 28, 2014 9:43:23 am EDT
Support level: Free or trial
Hello, Ryan.
Thank you for your message.
Are you using Internet-ID or IP for connection?
Thank you for your message.
Are you using Internet-ID or IP for connection?
Ryan Annear,
User (Posts: 8)
May 28, 2014 9:46:26 am EDT
Support level: Free or trial
IP/DNS for the connection.
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Anton Kalugin,
User (Posts: 209)
May 28, 2014 10:03:18 am EDT
Support level: Free or trial
Ryan,
Could you please try to execute "ping %IP_of_your_dns_server%" and "ping %IP_of_your_problem_Host%" commands in the command line of your "Viewer" computer.
And "ping %IP_of_your_dns_server%" and "ping %IP_of_your_Viewer_computer%" from one of the problem Hosts.
That would really help us to determine the cause of the problem.
You could also check this article: https://www.remoteutilities.com/support/kb/cannot-connect-using-direct-connection/
Solution might be there.
Could you please try to execute "ping %IP_of_your_dns_server%" and "ping %IP_of_your_problem_Host%" commands in the command line of your "Viewer" computer.
And "ping %IP_of_your_dns_server%" and "ping %IP_of_your_Viewer_computer%" from one of the problem Hosts.
That would really help us to determine the cause of the problem.
You could also check this article: https://www.remoteutilities.com/support/kb/cannot-connect-using-direct-connection/
Solution might be there.
Ryan Annear,
User (Posts: 8)
May 28, 2014 12:29:38 pm EDT
Support level: Free or trial
Ping returned no dropped packets and a reply immediately. I pinged both ways (Viewer to Host, Viewer to DNS server, and vice versa) without a single problem.
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Anton Kalugin,
User (Posts: 209)
May 28, 2014 12:32:46 pm EDT
Support level: Free or trial
Ryan,
And you can not connect to this Host right now. Am I right?
And you can not connect to this Host right now. Am I right?
Ryan Annear,
User (Posts: 8)
May 28, 2014 12:39:41 pm EDT
Support level: Free or trial
That is correct, I attempt to double click the host within the viewer and it does nothing, and no options (After righting clicking the host) work as well. I do not think it is a firewall and or anti-virus problem because all computers have the same software and hardware setup. I deployed the same MSI to everyone as well, so there are no variants out there.
![](/upload/forum/avatar/43e/75_75.png)
Anton Kalugin,
User (Posts: 209)
May 28, 2014 12:48:52 pm EDT
Support level: Free or trial
Could we please schedule a remote sessios, during which I'll try to determine the cause of the problem?
You can send me your Internet-ID and password via e-mail to support@remote-utilities.com
You can send me your Internet-ID and password via e-mail to support@remote-utilities.com
Ryan Annear,
User (Posts: 8)
May 28, 2014 12:59:19 pm EDT
Support level: Free or trial
I actually found the problem. I was poking at it enough to where I found the solution. I kept hanging onto the DNS question you posed. I attempted to change the FQDN to the individuals IP address and it worked. So I went back and removed our Domains suffix from the "Direct Connection" and just left the computer name and it worked. I do not know if this is a bug or not, but upon the deployment process the MSI configuration tool, it sets the Direct Connection as the FQDN computer name (computer1.contoso.com). So I guess the few that did work for me, I must of setup manually prior to the mass deployment. It looks like all of the computers I mass deployed the software out too all have the FQDN and I have to manually change it on each one. Can you confirm if this was a option I missed in the configuration tool or if this really is a bug? Thanks.
![](/upload/forum/avatar/43e/75_75.png)
Anton Kalugin,
User (Posts: 209)
May 29, 2014 12:45:08 am EDT
Support level: Free or trial
Hello Ryan,
The problem is most likely in your DNS server. We have a lot of clients, who work with the FQDN and we never had this problem before.
The problem is most likely in your DNS server. We have a lot of clients, who work with the FQDN and we never had this problem before.
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