Community

Hello Malien,

Thank you for your message.

Please refer to this Internet-ID connection troubleshooting guide.

Also please try to check your Host log. More information about Host log is available here.

Hope that helps.

Hello Tobi,

It seems that the issue might be caused by a firewall blocking the address id.remoteutilities.com or outbound ports, which are used by the Host. You can find a list of ports used by Remote Utilities for Internet-ID connections here: https://www.remoteutilities.com/support/docs/ports-used-by-remote-utilities/#Internet-ID_connection_ports
Please note that you need to have at least one of the outbound ports opened: 5655 or 443 and according to the article I linked above and your log file, you seem to have both ports or the address id.remoteutilities.com blocked by a firewall.

The issue might also happen if the DNS resolution doesn't work properly on your Host PC. I recommend that you flush the DNS cache on the Host PC by executing this command: ipconfig /flushdnsusing the command line interface.

Please let me know if the problem persists.

Hello Trent,

Thank you for your message.

Yes, I checked with my co-workers. It was a maintenance server reboot. Now the server is back up and running.

Please let me know if you have more questions.

Hello Tobi,

We didn't change the outbound ports or server addresses since our previous versions.
Please check if the problem with your Host persists. We had a maintenance server reboot at that time you left a message. It might affected your Host as well.

Hope that helps.