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Problem connecting to host using ID, but IP works

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Pauline, Support (Posts: 2860)

Dec 14, 2023 6:59:57 pm EST

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.

Allan Hall, User (Posts: 43)

Dec 14, 2023 9:01:08 pm EST

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.

Pauline, Support (Posts: 2860)

Dec 15, 2023 3:19:01 pm EST

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.

Allan Hall, User (Posts: 43)

Dec 15, 2023 3:24:32 pm EST

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.

Pauline, Support (Posts: 2860)

Dec 15, 2023 3:37:07 pm EST

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.

Allan Hall, User (Posts: 43)

Dec 15, 2023 3:57:01 pm EST

Support level: Pro

Logs from V6 and V7 viewer sent.

Pauline, Support (Posts: 2860)

Dec 15, 2023 5:57:03 pm EST

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.

Allan Hall, User (Posts: 43)

Dec 21, 2023 10:25:16 am EST

Support level: Pro

Been almost a week, any word? This is making it VERY difficult to support my customer.

Pauline, Support (Posts: 2860)

Dec 21, 2023 3:38:44 pm EST

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.

Allan Hall, User (Posts: 43)

Jan 19, 2024 11:40:39 am EST

Support level: Pro

Been about a month, any news?

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