Community
Remote Host behind a SOPHOS firewall!?
Links used in this discussion
Links used in this discussion
- https://www.remoteutilities.com/support/docs/ports-used-by-ruserver/
- https://www.remoteutilities.com/support/docs/installing-and-uninstalling/#Uninstalling_Host
- https://www.remoteutilities.com/support/docs/agent/
- https://www.remoteutilities.com/download/beta.php
- https://www.remoteutilities.com/support/kb/cannot-connect-using-internet-id-connection/
Andreas Lehmann,
User (Posts: 20)
Oct 23, 2020 11:13:22 am EDT
Support level: Pro
Which settings may have to be considered if the remote host is behind a SOPHOS firewall? We have released the standard ports 5655 and 5650 and entered the paths. Unfortunately I cannot connect here. Wir
Pauline,
Support (Posts: 2832)
Oct 23, 2020 2:32:57 pm EDT
Hello Andreas,
Thank you for your message.
Am I right in assuming that you're trying to connect to the remote Host using Internet-ID connection? If this is the case, then please note that Internet-ID connection requires outbound TCP ports 5655 or 443 to be opened. In addition, please note that in case if you use self-hosted RU Server instead of our public servers, you can use custom port values. For more information please see this page.
In addition, please make sure that you added the following directory of the Host installation folder to the firewall exception list: C:\Program Files (x86)\Remote Utilities - Host\*. Please note that in some cases, some files in the Host installation folder might have been somehow corrupted/removed by the firewall/antivirus software activity, therefore, you might need to try performing a complete uninstallation of the Host as described here and then reinstall it from scratch and add to the exception list right away.
Finally, we highly recommend that you contact the Sophos firewall support or submit a false positive report as this will definitely help to speed up the resolution of the issue, since the issue is reported by their customer. We will additionally contact Sophos as well and ask them to look into the issue. However, please note that our assistance in resolving firewall/antivirus software related issues is limited. Unfortunately, we do not have direct control over how Remote Utilities is treated by third-party security software.
I'll get back to you in this thread in case if we receive any updates/reply on the issue from the Sophos team.
Thank you for your message.
Am I right in assuming that you're trying to connect to the remote Host using Internet-ID connection? If this is the case, then please note that Internet-ID connection requires outbound TCP ports 5655 or 443 to be opened. In addition, please note that in case if you use self-hosted RU Server instead of our public servers, you can use custom port values. For more information please see this page.
In addition, please make sure that you added the following directory of the Host installation folder to the firewall exception list: C:\Program Files (x86)\Remote Utilities - Host\*. Please note that in some cases, some files in the Host installation folder might have been somehow corrupted/removed by the firewall/antivirus software activity, therefore, you might need to try performing a complete uninstallation of the Host as described here and then reinstall it from scratch and add to the exception list right away.
Finally, we highly recommend that you contact the Sophos firewall support or submit a false positive report as this will definitely help to speed up the resolution of the issue, since the issue is reported by their customer. We will additionally contact Sophos as well and ask them to look into the issue. However, please note that our assistance in resolving firewall/antivirus software related issues is limited. Unfortunately, we do not have direct control over how Remote Utilities is treated by third-party security software.
I'll get back to you in this thread in case if we receive any updates/reply on the issue from the Sophos team.
Andreas Lehmann,
User (Posts: 20)
Oct 26, 2020 2:07:20 pm EDT
Support level: Pro
Hello
Yes, we would like to connect to the Internet ID. The TCP port 5655 was released in the SOPHOS firewall. We have now found that the Quick Support works. When we install the service, the client is shown as available in the administration, but a connection cannot be established.
Thanks Andreas
Yes, we would like to connect to the Internet ID. The TCP port 5655 was released in the SOPHOS firewall. We have now found that the Quick Support works. When we install the service, the client is shown as available in the administration, but a connection cannot be established.
Thanks Andreas
Pauline,
Support (Posts: 2832)
Oct 26, 2020 2:51:26 pm EDT
Hello Andreas,
Thank you for the clarification.
Could you please clarify if by the "Quick Support" you mean Agent? If this is the case, then could you please also let me know what version of Remote Utilities is used? In case if it's version 6.10.10.0 or older, please try updating Remote Utilities to the latest available version 6.12.2.0 Beta 2 (please note that despite its name, it's still a fully functioning version as it only contains bug fixes and improvements).
The 6.12.2.0. Beta 2 version is available for the download on this page. When updating please make sure to update both Host and Viewer in order to avoid version mismatch which can lead to performance issues or some features not working.
In addition, please try referring to this KB troubleshooting guide that covers the most common issues that affect Internet-ID connection.
In case if the solutions above did not help, please feel free to send us the Host log files for examination. The Host logs can be located in the following folder: C:\Program Files (x86)\Remote Utilities - Host\Logs\. You can send the log files to support@remoteutilities.com.
Looking forward to your reply.
Thank you for the clarification.
Could you please clarify if by the "Quick Support" you mean Agent? If this is the case, then could you please also let me know what version of Remote Utilities is used? In case if it's version 6.10.10.0 or older, please try updating Remote Utilities to the latest available version 6.12.2.0 Beta 2 (please note that despite its name, it's still a fully functioning version as it only contains bug fixes and improvements).
The 6.12.2.0. Beta 2 version is available for the download on this page. When updating please make sure to update both Host and Viewer in order to avoid version mismatch which can lead to performance issues or some features not working.
In addition, please try referring to this KB troubleshooting guide that covers the most common issues that affect Internet-ID connection.
In case if the solutions above did not help, please feel free to send us the Host log files for examination. The Host logs can be located in the following folder: C:\Program Files (x86)\Remote Utilities - Host\Logs\. You can send the log files to support@remoteutilities.com.
Looking forward to your reply.
Andreas Lehmann,
User (Posts: 20)
Oct 28, 2020 5:41:17 am EDT
Support level: Pro
We have now resolved the problem. The background service also works with Beta 6.12.2.0
Thx...
Thx...
Pauline,
Support (Posts: 2832)
Oct 28, 2020 8:34:55 am EDT
Hello Andreas,
I'm glad to hear you've figured out the issue and it works for you now!
Please feel free to post another message in case if you have more questions or need further assistance.
I'm glad to hear you've figured out the issue and it works for you now!
Please feel free to post another message in case if you have more questions or need further assistance.
* Website time zone: America/New_York (UTC -4)