Direct connection not working

Symptoms

You cannot connect to a remote PC using its IP address or DNS name over a local area network (LAN) or via the Internet through port forwarding. The connection thumbnail in the Viewer address book keeps showing "Idle or offline" status.

Possible causes and solutions

Make sure the Host is running on the remote PC. The Host icon Host icon in the system tray should be visible in the system tray. Also, the rutserv.exe and rfusclient.exe processes must be present in the list of processes on the remote PC.

If you use Agent instead of Host, make sure that it's running, i.e. the Agent window is open during a remote session.

Make sure the Host port 5650 (default) is allowed in the built-in Windows firewall or in proprietary firewall software. To check if the port is allowed in Windows Firewall:

  1. Click Windows StartControl PanelSystem and SecurityWindows Firewall.
  2. Select Allow an app or feature through Windows Firewall on the left.
  3. Make sure that "Remote Utilities - Host" (rutserv.exe) is present and selected in the Allowed apps and features list.

If you use third-party firewall software, you need to add the Remote Utilities port to the exceptions list manually. Please refer to the firewall software documentation for instructions.

Some antivirus programs may block Remote Utilities, put it into a “restricted” group or even delete the program files they suspect to be malicious. If this is the case, we recommend updating your antivirus software, adding Remote Utilities to the exceptions list (check this section for instructions) and then re-installing Remote Utilities.

In addition, you can check the application control settings in your antivirus software to make sure Remote Utilities is among trusted programs and not being blocked.

If your PC is connected to the Internet via a proxy server, you may need to specify the proxy server settings in the Viewer and/or Host, depending on which side the proxy server is located.

Make sure the connection mode you are trying to use is allowed on the Host side.

For example, if you are trying to connect to the remote Host in the Full Control mode, make sure the Full control checkbox is enabled in the Modes tab.

Make sure the IP address (or DNS name) entered in connection properties in the Viewer is the same as the IP address (or DNS name) of the corresponding Host PC. If you connect over the Internet you need to use a public (or external) IP address, and not a private (local) IP address. Learn the difference between public and private IP addresses.

If the router in your local network dynamically assigns IP addresses to network PCs, the local IP address of the Host PC might have changed. When connecting over LAN double-check that you use the current and valid IP address of the Host PC in your Viewer connection properties.

By default, the Host listening port is TCP 5650. If you changed the port from the default value to another value in the Host options, also make sure you updated the port in the corresponding connection properties in the Viewer. You should also update the firewall rule with the new port value. See "A firewall is blocking Remote Utilities" solution above.

If you use the DNS name or computer name of the Host PC for remote connection, make sure DNS names resolve properly on the Viewer PC.

If the remote PC is located behind a router, you must add a port forwarding rule on the router to be able to connect to the Host from the outside. When creating the rule, make sure that you specify the destination local IP address and port correctly. Learn more about port forwarding.

Alternatively, you can use an Internet-ID connection and eliminate the need for setting up your router altogether.

If you use a shared secret, make sure that the shared secret on the Viewer side is the same as on the Host side.