Internet ID connection not working

Symptoms

You cannot connect over the Internet using an Internet-ID connection. The connection thumbnail in the Viewer address book keeps showing "Offline" status.

Possible causes and solutions

Make sure that:

  • The remote PC is turned on and can access the Internet
  • There is no power outage
  • The network device that provides access to the Internet, such as a router, is working properly

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 the Agent window is open/running.

Make sure that the Host has successfully connected to a relay server that facilitates the Internet-ID connection. You can tell if the Host has successfully connected to a relay server, if there is a continuous blue dot on the Host icon in the system tray:

Host icon with a blue dot

If the Agent is used, the Agent window should say "Ready for connection": Ready for connection message in the Agent window

If the Host/Agent still cannot connect to the routing server, this is most likely caused by necessary outbound ports being blocked by your firewall at the PC or organization/ISP level or both. Please, refer to the next item below.

Although an Internet-ID connection can traverse firewalls and NAT devices, it still requires some outbound ports to be open. Please, refer to this article for more information on what ports should be open for an Internet-ID connection to work properly.

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 check box is enabled in the Modes tab.

Make sure that the Internet-ID code you entered in connection properties on the Viewer side is the same as the Internet-ID code shown in Internet-ID connection settings on the Host side.

If you use RU Server as your relay server, make sure that you integrate Remote Utilities with the server properly as described in this article.

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