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Same behavior as previous posters have noted.  I am using the trial version to connect to other machines on my LAN, as well as machines on a separate remote LAN (no VPN).  Using the latest version on all machines.

I can RDP into other machines on my LAN without using Remote Utilities, including one that is shown as 'offline' or 'logged on'.  To clarify, I am most interested in connecting to other machines via RDP using Remote Utilities, not the Full Control Option which is too laggy and has the same behavior of "connection lost".  I have tried using Direct Connect as well as Internet-ID Connection.  The results appear to be the same - cannot access remote machine.  From the Viewer, I am able to access 'Remote Settings', but still no remote access via Full Control or RDP, yet, I can access the machine in question using RDP without using Remote Utilities.

So, I'm at a loss to figure out what in the heck is going on.  Each day I open Remote Utilities and never know whether it is going to work or fail as it is now.  If this issue has a known solution, please post it somewhere.  I've searched the entire site and documentation and only found this one thread.  I hate to call Remote Utilities 'unreliable', but I can't think of any other way to describe it at this point during the trial period.  

I've read previous posts recommending users submit their log.  Is that what you need to figure out why this isn't working?

Thanks

PS. I should add that over the last few years, I have used  [censored] , Splashtop, Zoho Assist, and rarely if ever had any such problems connecting, which makes this issue with Remote Utilities that much more puzzling.

Thomas Inman wrote:

Same behavior as previous posters have noted.  I am using the trial version to connect to other machines on my LAN, as well as machines on a separate remote LAN (no VPN).  Using the latest version on all machines.

I can RDP into other machines on my LAN without using Remote Utilities, including one that is shown as 'offline' or 'logged on'.  To clarify, I am most interested in connecting to other machines via RDP using Remote Utilities, not the Full Control Option which is too laggy and has the same behavior of "connection lost".  I have tried using Direct Connect as well as Internet-ID Connection.  The results appear to be the same - cannot access remote machine.  From the Viewer, I am able to access 'Remote Settings', but still no remote access via Full Control or RDP, yet, I can access the machine in question using RDP without using Remote Utilities.

So, I'm at a loss to figure out what in the heck is going on.  Each day I open Remote Utilities and never know whether it is going to work or fail as it is now.  If this issue has a known solution, please post it somewhere.  I've searched the entire site and documentation and only found this one thread.  I hate to call Remote Utilities 'unreliable', but I can't think of any other way to describe it at this point during the trial period.  

I've read previous posts recommending users submit their log.  Is that what you need to figure out why this isn't working?

Thanks

PS. I should add that over the last few years, I have used  [censored] , Splashtop, Zoho Assist, and rarely if ever had any such problems connecting, which makes this issue with Remote Utilities that much more puzzling.

For the remote machines, my understanding is that you still need to setup port forwards for RDP if they are not on public IP's. They don't use RDP protocol over the RUT port. Afaik, the benefit is basically as an address book, but doesn't do NAT hole punching, so you still need to set up all that as if you weren't using RUT.

However, that should work on your LAN, and your hosts don't appear to show online, so that implies your hosts are not talking to RUT servers. Direct connections will always show offline (unless you're actively connected to it). But using the Internet ID and hosts are really online should show that.

So check the hosts are running RUT. If it is, the next issue could be a firewall blocking RUT connections.

You're not wrong that the online/offline status and version info is poorly implemented. I thought they said they were going to improve that, but their updates have slowed considerably in the last year or two compared to before, I think to work on Linux, Android and apple compatibility.

All (Polina, Conrad),

Once I updated hosts and viewer to v6.10.x.x. this problem was _virtually_ eliminated - though not completely.

HUGE IMPROVEMENT: I'm no longer seeing constant disconnections every few minutes.
BUT: I do sometimes get a disconnect once every few hours which is tolerable.

However I will share an observation that I shared in my post to this discussion on Mar 29, 2019:

Very often, the main RU window listing connections will show a pop-up saying the remote connection has disconnected.  However for up to 5 seconds, I can continue to fully interact with the remote system in the viewer, whether that's typing text, moving windows, clicking UI, etc. before the remote connection actually drops.

Once I reconnect to remote system, I can confirm the actions taken *after* RU reported the connection had dropped were indeed performed on the remote system.

To me this suggests it's not so much a case of the remote system has disconnected, but that something (other than the host or the viewer) has *decided* the remote system has disconnected.  This is undoubtedly an over simplification, but it seems to me the host & viewer would ideally be the final determinants of a dropped connection.

Greg

Hi Polina,

Host and viewer here are running the v6.10.10.0 release build - due to some other constraints I won't be able to try v6.12.2.0 for a little while.

I need to look at the best way to try to attempt to do a screen recording - because the issue now happens far less frequently, I could be running a screen recording for many hours waiting to catch it.

Greg

Greg

Replying to this thread as it describes exactly the issue we are having using RU Server.

In a nutshell:

Viewer is 6.10.10.0
RU Server is 2.7.9.0

Not sure how to check host versions remotely but I am not seeing the update alert triangle on any host PCs.

To get some background:

We have a number of PCs in the office on our internal network that I remote onto when the staff need something done and also we have remote workers who remote into there office PC from home (and again I remote connect to their home PC if they need an update or help etc..)

I am at the office.

I can connect to any of our office located PCs fine and they do not drop at all for hours and hours.

When connecting from home to office or office to home we get the issue others have described. Sometimes it will be fine for a good hour other times it will drop over and over being connected for anything from 1 min to 10 mins making work a real struggle for our WFH people.

Is this going to be a version issue?
If so how do I update the RU Server version? and does the server need to be rebooted as part of an update?

Or is this more likely an internet issue? (The office internet isnt amazing but it is stable enough that the managing director can use  [censored] connecting from home to the office totally fine with no dropouts whilst the rest of us on the RU Server are dropping the whole time)
If it is related to internet in some way, is there a way to make it hold the connection and wait for data rather than instantly drop the connection? A pause is better than having to login again.

Hope I have made myself clear and given enough info to make a start with.

Many thanks in advance