Community
(public ID server) Connections Constantly Dropping
Links used in this discussion
Links used in this discussion
- https://www.remoteutilities.com/support/tickets/
- https://www.remoteutilities.com/support/docs/host-log/
- https://www.remoteutilities.com/support/kb/socket-error-11001-host-not-found/
- https://www.remoteutilities.com/support/docs/connection-log/
- https://www.remoteutilities.com/support/docs/agent-log/
- https://www.remoteutilities.com/support/forums/messages/forum1/message4257/897-computer-goes-offline-when-i-log-on
- https://www.remoteutilities.com/support/kb/what-is-a-direct-connection/
- https://www.remoteutilities.com/support/kb/how-to-collect-data-for-diagnosing-connectivity-issues/
- https://www.remoteutilities.com/support/support-policy.php#What_our_support_service_does_NOT_cover
Conrad,
Support (Posts: 3033)
Apr 02, 2018 6:38:48 pm EDT
By the way, have you also provided us with the Agent log? Perhaps, there are problems on the remote side? Here is how to find the agent log https://www.remoteutilities.com/support/docs/agent-log/Clark Milioti wrote:
Any fix yet?
This is really holding me back from expanding my license! Totally unreliable solution.
Samuel Roy,
User (Posts: 3)
Apr 02, 2018 8:27:14 pm EDT
Support level: Free or trial
I have a fix! Since I enable the log, I'm not getting any connection issues lol! Maybe i'm just luky!
Samuel Roy,
User (Posts: 3)
Apr 03, 2018 10:06:40 am EDT
Support level: Free or trial
I still disconecting and the link to upload my logs below its not working. Could you send me an email where I can send it to you?
Conrad,
Support (Posts: 3033)
Apr 03, 2018 11:38:23 am EDT
Hello Samuel,
You can send them to support@remoteutilities.com.
Thanks.
You can send them to support@remoteutilities.com.
Thanks.
Christopher Garcia,
User (Posts: 2)
Apr 03, 2018 5:17:06 pm EDT
Support level: Free or trial
Here at my business, all 4 hosts disconnected at the same time.
I purchase 2 licenses to give it a try, but I can't afford this constant disconnection.
I purchase 2 licenses to give it a try, but I can't afford this constant disconnection.
Edited:Christopher Garcia - Apr 03, 2018 5:23:23 pm EDT
Clark Milioti,
User (Posts: 3)
Apr 03, 2018 5:23:42 pm EDT
Support level: Pro
Hi Conrad,
Any closer to determining the issue(s) from my submitted logs?
Like many folks who have chimed in on this thread, I really need a reliable remote access solution for my clients and will gladly purchase a 50-user license (and eventually better), but I am not yet confident in Remote Utilities at this point
Thank you.
Clark
Any closer to determining the issue(s) from my submitted logs?
Like many folks who have chimed in on this thread, I really need a reliable remote access solution for my clients and will gladly purchase a 50-user license (and eventually better), but I am not yet confident in Remote Utilities at this point
Thank you.
Clark
Conrad,
Support (Posts: 3033)
Apr 04, 2018 9:50:40 am EDT
Hello everyone,
Update on this issue - today we implemented a few smaller changes to the server software that should speed up connection a bit. As for the main issue with connection going offline/online - our specialists are still working on this and hopefully today or tomorrow we'll implement a patch that eliminates this problem.
P.S. Most likely updating Remote Utilities won't be necessary at all. This issue is about the intermediary server.
I will keep you updated on the progress. Thank you for your patience.
Update on this issue - today we implemented a few smaller changes to the server software that should speed up connection a bit. As for the main issue with connection going offline/online - our specialists are still working on this and hopefully today or tomorrow we'll implement a patch that eliminates this problem.
P.S. Most likely updating Remote Utilities won't be necessary at all. This issue is about the intermediary server.
I will keep you updated on the progress. Thank you for your patience.
Chuck Wagner,
User (Posts: 5)
Apr 05, 2018 7:48:35 am EDT
Support level: Free or trial
Will there be a patch available for the self hosted server also? It seems the same issue happens with it also.
Conrad,
Support (Posts: 3033)
Apr 05, 2018 4:36:26 pm EDT
Hello Chuck,
If this is the case and we manage to reproduce it we will of course provide a patch for the self-hosted server too.
Thanks.
If this is the case and we manage to reproduce it we will of course provide a patch for the self-hosted server too.
Thanks.
Greg Neff,
User (Posts: 3)
Apr 08, 2018 8:50:56 am EDT
Support level: Pro
I was getting connection interrupted/lost every few hours. I upgraded to the latest version and now it happens a few times each hour. This is bordering on unusable. I tried to create a support ticket to upload my host log, but the support page says my license key is invalid. I get lots of error code 1, try counts as high as 8, and some rutserv.exe EOutOfMemory exceptions.
* Website time zone: America/New_York (UTC -4)