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Host Connection Not Available
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RICK FREEDMAN,
User (Posts: 1)
Apr 16, 2021 12:59:22 pm EDT
Support level: Free or trial
Using 7.003 on host and viewer. Host is on Windows 10, viewer on Windows 7. Used this connection for years with no problem, mostly on version 6. Upgraded to version 7.003 when couldn't connect to host. When I was physically in front of host, noticed that icon was grayed out and says Connection Not Available. Did verify that ports are open Please advise
Pauline,
Support (Posts: 2832)
Apr 16, 2021 4:28:21 pm EDT
Hello Rick,
Thank you for your message.
We've already been reported a similar issue by other users - it seems that WatchGuard deployed on the ISP level is blocking access to our servers at id.remoteutilities.com. Since WatchGuard is mostly used on the ISP level, this issue might be affecting different remote Hosts located in different networks. For more information please see this thread.
We've already contacted WatchGuard and submitted a False Positive report, so they could look into the issue and stop blocking access to our servers as soon as possible. As we're waiting for their reply, we recommend that you also submit a False Positive on their website here or you can contact your ISP and ask them to request WatchGuard to look into the issue as well. Hopefully, having more requests will help to speed up the resolution process for this issue.
I'll keep you updated on this and will let you know if there are any updates on this issue. Meanwhile, you can also provide us the Host logs, so we can additionally examine them just in case. The Host logs are located in the following folder:
C:\Program Files (x86)\Remote Utilities - Host\Logs\.
Please do not post the log files at the forum as they are considered personal information. You can send the logs to support@remoteutilities.com.
Looking forward to your reply.
Thank you for your message.
We've already been reported a similar issue by other users - it seems that WatchGuard deployed on the ISP level is blocking access to our servers at id.remoteutilities.com. Since WatchGuard is mostly used on the ISP level, this issue might be affecting different remote Hosts located in different networks. For more information please see this thread.
We've already contacted WatchGuard and submitted a False Positive report, so they could look into the issue and stop blocking access to our servers as soon as possible. As we're waiting for their reply, we recommend that you also submit a False Positive on their website here or you can contact your ISP and ask them to request WatchGuard to look into the issue as well. Hopefully, having more requests will help to speed up the resolution process for this issue.
I'll keep you updated on this and will let you know if there are any updates on this issue. Meanwhile, you can also provide us the Host logs, so we can additionally examine them just in case. The Host logs are located in the following folder:
C:\Program Files (x86)\Remote Utilities - Host\Logs\.
Please do not post the log files at the forum as they are considered personal information. You can send the logs to support@remoteutilities.com.
Looking forward to your reply.
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