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Offline Connections When Viewer is Using LAN/Cable Internet

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R G, User (Posts: 2)

Aug 07, 2019 11:09:50 am EDT

Support level: Free or trial

Hi

long story short, host is connected via wifi and I can connect to it via wifi with no issue. but when I go to work and connect the viewer to the LAN/Cable internet the host connection goes offline. I tried all the scenarios mentioned in the troubleshooting page nothing works. although I'm using Internet-ID for connection, it seems the my work place internet (LAN/Cable) somehow blocking the incoming data!! any ideas how to bypass this issue?

The best

Polina Krasnoborceva, Support (Posts: 693)

Aug 07, 2019 12:01:59 pm EDT

Hello,

Thank you for your message.

It looks like our ID server might be blocked/not while-listed in your corporate network. Could you please send us the Host logs for examination? Here is how to locate the Host logs: https://www.remoteutilities.com/support/docs/host-log/
You can send them to support@remote-utilities.com.

Looking forward to your reply.

R G, User (Posts: 2)

Aug 07, 2019 12:08:44 pm EDT

Support level: Free or trial

I just did, thanks for your reply!!

Edited:R G - Aug 07, 2019 12:09:07 pm EDT

Polina Krasnoborceva, Support (Posts: 693)

Aug 07, 2019 1:46:54 pm EDT

Hello,

Thank you for the provided log file.

We have examined your log file and it seems like there's something in your network blocking the connection to our servers. You might have certain outbound ports blocked on the corporate firewall level. You need to make sure they are opened and that our ID server is accessible. Here's a related Documentation article that might be helpful: https://www.remoteutilities.com/support/docs/ports-used-by-remote-utilities/#public

Please contact your network administrator regarding the issue.

Hope that helps.

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