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Problem connecting to host using ID, but IP works

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Hello Allan,

Thank you for the clarification.

Could you please make sure that the DNS name id.remoteutilities.com resolves to an IP address properly on both sides - Viewer and Host - of a remote connection.
In addition, please try flushing the DNS resolver cache - here’s a guide on how you can do so.

Let us know if this helps.
Support level: Pro
I did a nslookup from my PC (which typically runs the viewer, 6.10.10), the PC running 7.2.2.0 viewer on the same network as the agent, and the PC running the agent. In addition, I directly queried 8.8.8.8 (Google), 4.2.2.2 (level3), and 1.1.1.1 (Cloudflare). All of the results were the same, 64.20.61.146.

Flushing the DNS cache has no effect.
Hello Allan,

Thank you for the clarification.

Could you please try setting your DNS servers to Google Public DNS servers instead of your ISPs in your TCP/IP properties and see if this might help to resolve the issue? If you’re already using Google DNS servers or if the issue persists after you make the switch, let us know.

Hope that helps.
Support level: Pro
I just double-checked to be sure, my primary DNS is Google at 8.8.8.8, my secondary is Level3 at 4.2.2.2.
Hello Allan,

In this case, could you please send us the most recent logs once again (including logs from Agent of version 7) so I can forward them to our developers? You can send the files to support@remoteutilities.com.

Looking forward to your reply.
Support level: Pro
Logs from V6 and V7 viewer sent.
Hello Allan,

Thank you for the provided log files. I’ll forward them to our development team for a review.

I’ll get back to you with feedback from our developers shortly.
Support level: Pro
Been almost a week, any word? This is making it VERY difficult to support my customer.
Hello Allan,

Thank you for your message.

I’ll check with our developers if they had a chance to review the log files. I apologize for the delay.

I’ll keep you posted.
Support level: Pro
Been about a month, any news?
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