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status: connection not available
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MALIEN,
User (Posts: 1)
Feb 20, 2019 11:06:03 am EST
Support level: Free or trial
Toby Mguire,
User (Posts: 3)
Feb 20, 2019 12:55:12 pm EST
Support level: Free or trial
In logs file i see this message:
Error code: 1
Address: id.remoteutilities.com; 443;
Connect timed out. (EIdConnectTimeout)
Error code: 1
Address: id.remoteutilities.com; 443;
Connect timed out. (EIdConnectTimeout)
![](/upload/forum/avatar/c42/2020_11_06_0000.png)
Pauline,
Support (Posts: 2830)
Feb 20, 2019 2:33:10 pm EST
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.
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.
Trent,
User (Posts: 56)
Feb 20, 2019 2:47:32 pm EST
Support level: Free or trial
We are seeing "connection not available" right now as well from the hosts and my viewer shows all hosts offline. I think the RU internet ID servers are experiencing some issues. Others in our remote offices are reporting the same.
Trent,
User (Posts: 56)
Feb 20, 2019 3:00:16 pm EST
Support level: Free or trial
Looks like everything is back online now!
![](/upload/forum/avatar/c42/2020_11_06_0000.png)
Pauline,
Support (Posts: 2830)
Feb 20, 2019 3:11:57 pm EST
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.
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.
Toby Mguire,
User (Posts: 3)
Feb 21, 2019 12:40:39 am EST
Support level: Free or trial
Ok i will try to do these steps. But this modification came with newer version? Because before i never encountered a situation like this. All the time it worked fine after installation.
![](/upload/forum/avatar/c42/2020_11_06_0000.png)
Pauline,
Support (Posts: 2830)
Feb 21, 2019 10:02:39 am EST
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.
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.
Toby Mguire,
User (Posts: 3)
Feb 23, 2019 4:26:12 am EST
Support level: Free or trial
Yes, still persist. I tried to turn off firewall and tried on different computers and host still have status: Not available. I also tried and old version of host and in logs i still see this error
23.02.2019---10:47:24:572 96 Internet-ID: Unable to connect to ID server. Address: id.remoteutilities.com; Port: 443; Connect timed out.(EIdConnectTimeout)
23.02.2019---10:47:29:573 96 Internet-ID ErrorCode <> 0 Error code: 1
23.02.2019---10:47:24:572 96 Internet-ID: Unable to connect to ID server. Address: id.remoteutilities.com; Port: 443; Connect timed out.(EIdConnectTimeout)
23.02.2019---10:47:29:573 96 Internet-ID ErrorCode <> 0 Error code: 1
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