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Can't connect to hosts after update to host version

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Gururek, User (Posts: 6)

Mar 26, 2019 7:32:29 pm EDT

I have recently upgraded all our computers via remote deployment to the latest host version, and now I am unable to connect to any host with the Viewer. They are all connecting to the server and I can see them listed in Viewer as online, but when I connect the host goes offline for the duration of the 5 retries and then comes back online. If I try again, the same thing.
This is the error I'm getting:

26-03-2019__23:17:28__939 Connection #984376. Connection to "LAB8825.fdn.uq.edu.au.local". Mode: <Authorization>. Connecting...
26-03-2019__23:17:28__940 InetConnection #984376. Internet connection to LAB8825.fdn.uq.edu.au.local (203.15.61.39:15155).
26-03-2019__23:17:29__067 InetConnection #984376. Method "Connect" - OK. LAB8825.fdn.uq.edu.au.local connected to ID server: 203.15.61.39.
26-03-2019__23:17:29__070 InetConnection #984376. Socket error. Name: "LAB8825.fdn.uq.edu.au.local", host: "203.15.61.39:15155". Exception class: "EIdConnClosedGracefully". Message: "Connection Closed Gracefully.".
26-03-2019__23:17:29__071 Connection #984376. Connection to "LAB8825.fdn.uq.edu.au.local" failed. Mode: <Authorization>.
26-03-2019__23:17:29__072 Context #984376 removed. Mode: <Authorization>.

Conrad Sallian, Support (Posts: 2987)

Mar 27, 2019 6:19:08 am EDT

Hello Gururek,

Thank you for your message.

Did you also update the Viewer?

Gururek, User (Posts: 6)

Mar 27, 2019 6:07:49 pm EDT

Support level: Free or trial

Yes I have, before the host upgrades. The server is also the latest version.

Pauline, Support (Posts: 2830)

Mar 28, 2019 10:32:18 am EDT

Hello Gururek,

Thank you for the clarification.

Could you please send us the Host logs for examination? Here is how to locate the Host logs: https://www.remoteutilities.com/support/docs/host-log/
You can send them to support@remote-utilities.com

Looking forward to your reply.

Gururek, User (Posts: 6)

Mar 28, 2019 7:21:24 pm EDT

Support level: Free or trial

The host log doesn't contain any mention of a connection attempt. I just checked the server logs and found this:
203.15.34.142;585222764309;;;V51794E7E7DE441F8;69105;09-19-06 29-03-2019;Error: Viewer was banned.
This is repeated over and over.

Pauline, Support (Posts: 2830)

Mar 29, 2019 3:53:40 pm EDT

Hello Gururek,

Thank you.

Could you please try replacing the Server executable files and see if the problem persists? I sent you an email with the link for downloading the files.

Please let us know if the issue persists.

Gururek, User (Posts: 6)

Mar 31, 2019 6:16:48 pm EDT

Support level: Free or trial

Hi Polina,
Thanks, those files seemed to fix the problem!

Pauline, Support (Posts: 2830)

Apr 01, 2019 9:07:29 am EDT

Hello Gururek,

I'm glad to hear it worked for you!

Please don't hesitate to post another message if you have more questions.

Spencer Sun, User (Posts: 1)

Nov 07, 2019 10:39:33 pm EST

Support level: Free or trial

Hi. I am getting the same error that Gururek was getting. This is a new install. I have installed the versions available on the website, which are:

Viewer: 6.10.10.0
Host: 6.10.10.0
Server: 2.7.9.0

Pauline, Support (Posts: 2830)

Nov 08, 2019 8:15:45 am EST

Hello Spencer,

Thank you for your message.

Could you please clarify if you're getting the "Viewer was banned" error as well or if you mean just the Host going offline issue that was described in the very first post?

In addition, before we proceed to further troubleshooting, please try referring to this troubleshooting guide and see if any of the solutions that are listed there helps to resolve the issue.

Looking forward to your reply.

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