Trent's community posts

I am using Spectrum, but will also connect through my Verizon hotspot to show it is not ISP dependent when I attach logs momentarily.

Will do!  Thanks for the quick response, Conrad!

Confirmed here too.  The issue is presenting itself the same as last Thursday's issue.  Host shows online from Viewer and when you try to connect, it either goes offline and fails to connect or gets stuck at the "Connecting to... Please, wait..." screen.

Working here as well now!  Thank you, Pauline and the RU staff!!!  Appreciate you!

No change here. Still down.

The hosts I am attempting to reach are on a variety of ISPs (Segra, AT&T, Spectrum Business) and no changes in antivirus have been made on either the host or viewer side.

Just to double check, I temporarily paused the firewall protection on ESET (antivirus/firewall solution on viewer side), but am seeing no change in behavior.  On machines where I have a backup remote connection method, they are functioning normally so the problem seems to be isolated to RU.


In case it helps, my Viewer event logs are showing all hosts are "connected to ID server: 66.23.226.254."

The error I get is host: "66.23.226.254:5655". Exception class: "EIdReadTimeout". Message: "Read timed out.".

Hosts and viewers are all 7.1.2.0.

@Dustin you can email support@remoteutilities.com but if you are on a free license, the policy is that the community forum is the main avenue for support.  https://www.remoteutilities.com/about/support-policy.php

They monitor the forum very closely so I suspect we'll see some sort of response here shortly.

I too am having issues starting this morning.

Question, who are all of your ISPs?  I have talked with a few other RU users and someone on CenturyLink says they are not having issues, but everyone that is on Spectrum that I have talked to DOES seem to be having issues.

I had luck on ONE of the hosts I connect to by having someone at the host side stop and restart the host, but others where I have done the same thing continue to be inaccessible.  It's a mixture of showing online (yellow), then going offline (grey) when I try to connect OR going to Logged On status (green) and just getting stuck on the connecting world map screen.

Thanks, Pauline and Conrad!  For the benefit of others that may come across this post later experiencing similar, my public IP address (on the viewer side) had been blocked by the RU servers for some reason.  Conrad was able to get me fixed up!

Thanks for the great product and great service!  You guys are awesome!!!

Thanks!  I am seeing these lines repeatedly in my Viewer logs:

29-12-2021__21:18:14__651 Check ID Connection. Connecting...: "id71.remoteutilities.com:5655".
29-12-2021__21:18:24__657 Check ID Connection to internet-id error. Host: "id71.remoteutilities.com:5655". Exception class: "EIdConnectTimeout". Message: "Connect timed out.".
29-12-2021__21:18:34__664 Check ID Connection to internet-id error. Host: "id71.remoteutilities.com:443". Exception class: "EIdConnectTimeout". Message: "Connect timed out.".
29-12-2021__21:18:34__665 Check ID Connection to internet-id error. Host: "id71.remoteutilities.com:443". Exception class: "EIdConnectTimeout". Message: "Connect timed out.".


The host that is installed on my machine as well is grayed out in the system tray and shows similar info in it's activity log:

29.12.2021---21:23:04:917 96   Internet-ID: Unable to connect to ID server. Address: id70.remoteutilities.com; Port: 443; Connect timed out.(EIdConnectTimeout)
29.12.2021---21:23:09:927 96   Internet-ID ErrorCode <> 0 Error code: 1
29.12.2021---21:24:04:930 96   Internet-ID: Unable to connect to ID server. Address: id70.remoteutilities.com; Port: 443; Connect timed out.(EIdConnectTimeout)
29.12.2021---21:24:09:940 96   Internet-ID ErrorCode <> 0 Error code: 1


So I don't think the host logs at a target machine will help.  It's clear connection to the ID servers is the issue.

I'll grab another PC and try to run the Viewer on it to see if the issue follows the machine of if it is common to my connection.