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Viewer cannot connect to HOST using Internet-ID

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claudio cuffolo, User (Posts: 2)

Oct 28, 2019 10:53:54 am EDT

Hi, new to RemoteUtilities.
I'm using the free version and have the RU Server and Host running on the same PC.
These seem to work properly and the ID can be regenerated without issue.
The HOST gets the ID and is "Ready for connection" Port 5655 has been forwarded and confirmed open using "Canyouseeme.org". Further I have added a local direct connection which works fine and I can remote in, no problem.

When trying to connect over the Internet the Log file on the Viewer end has the following information:

28-10-2019__14:43:57__772 Connection #756900. Connection to "KHS". Mode: <Authorization>. Connecting...
28-10-2019__14:43:57__772 InetConnection #756900. Internet connection to KHS (khs.hopto.org:5655).
28-10-2019__14:43:59__502 Connection #408231. Connection to "192.168.2.20". Mode: <Command (command: 22)>. Connecting...
28-10-2019__14:43:59__502 Connection #408231. Direct connection to 192.168.2.20 (192.168.2.20:5650).
28-10-2019__14:43:59__642 Connection #408231. Connection to "192.168.2.20" established. Mode: <Command (command: 22)>.
28-10-2019__14:43:59__642 Connection #408231. Connection to "192.168.2.20". Security check - OK. Mode: <Command (command: 22)>.
28-10-2019__14:44:00__282 Context #408231 removed. Mode: <Command>.
28-10-2019__14:44:00__442 CheckID Connection to internet-id error. Host: "khs.hopto.org:5655". Exception class: "EIdConnectTimeout". Message: "Connect timed out.".
28-10-2019__14:44:00__442 CheckID Connection. Exit: "khs.hopto.org:5655".
28-10-2019__14:44:08__842 InetConnection to internet-id server #756900 Error. Name: "KHS", host: "khs.hopto.org:5655". Exception class: "EIdConnectTimeout". Message: "Connect timed out.".
28-10-2019__14:44:08__843 Connection #756900. Connection to "KHS" failed. Mode: <Authorization>.
28-10-2019__14:44:08__843 Context #756900 removed. Mode: <Authorization>.
28-10-2019__14:44:11__951 Connection #276150. Connection to "KHS". Mode: <Authorization>. Connecting...
28-10-2019__14:44:11__951 InetConnection #276150. Internet connection to KHS (khs.hopto.org:5655).
28-10-2019__14:44:23__113 InetConnection to internet-id server #276150 Error. Name: "KHS", host: "khs.hopto.org:5655". Exception class: "EIdConnectTimeout". Message: "Connect timed out.".
28-10-2019__14:44:23__122 Connection #276150. Connection to "KHS" failed. Mode: <Authorization>.
28-10-2019__14:44:23__122 Context #276150 removed. Mode: <Authorization>.
28-10-2019__14:44:26__202 Connection #438923. Connection to "KHS". Mode: <Authorization>. Connecting...
28-10-2019__14:44:26__211 InetConnection #438923. Internet connection to KHS (khs.hopto.org:5655).
28-10-2019__14:44:37__352 InetConnection to internet-id server #438923 Error. Name: "KHS", host: "khs.hopto.org:5655". Exception class: "EIdConnectTimeout". Message: "Connect timed out.".

VIEWER: I have connection Security enabled with "Single Password Security"

HOST: I have Internet-ID PIN turned off, Authorization Method"Single Password - enabled" the rest are Disabled.

I have removed the Single Password and get the same error:

28-10-2019__14:51:04__580 Connection #399830. Connection to "KHS" failed. Mode: <Authorization>.
28-10-2019__14:51:04__580 Context #399830 removed. Mode: <Authorization>.
28-10-2019__14:51:07__653 Connection #411852. Connection to "KHS". Mode: <Authorization>. Connecting...
28-10-2019__14:51:07__653 InetConnection #411852. Internet connection to KHS (khs.hopto.org:5655).
28-10-2019__14:51:18__830 InetConnection to internet-id server #411852 Error. Name: "KHS", host: "khs.hopto.org:5655". Exception class: "EIdConnectTimeout". Message: "Connect timed out.".
28-10-2019__14:51:18__830 Connection #411852. Connection to "KHS" failed. Mode: <Authorization>.
28-10-2019__14:51:18__830 Context #411852 removed. Mode: <Authorization>.
28-10-2019__14:51:21__890 Connection #495332. Connection to "KHS". Mode: <Authorization>. Connecting...
28-10-2019__14:51:21__890 InetConnection #495332. Internet connection to KHS (khs.hopto.org:5655).
28-10-2019__14:51:33__060 InetConnection to internet-id server #495332 Error. Name: "KHS", host: "khs.hopto.org:5655". Exception class: "EIdConnectTimeout". Message: "Connect timed out.".
28-10-2019__14:51:33__060 Connection #495332. Connection to "KHS" failed. Mode: <Authorization>.
28-10-2019__14:51:33__060 Context #495332 removed. Mode: <Authorization>.

Please help as I'm running out of ideas.

Thanks for reviewing...

Polina, Support (Posts: 1390)

Oct 28, 2019 3:37:17 pm EDT

Hello Claudio,

Thank you for your message.

I have removed the Single Password and get the same error

Please note, that you need at least one authorization method enabled in order for connection to be established. If no authorization method is enabled, you will not be able to connect to this Host as there are no technical, blank or default passwords for security reasons. Here's a relatable Documentation article that might be helpful: https://www.remoteutilities.com/support/docs/security/

Before we proceed to further troubleshooting, please try referring to this troubleshooting guide and see if it helps to resolve the issue.

Let us know if the issue persists.

claudio, User (Posts: 2)

Oct 29, 2019 7:29:53 am EDT

Support level: Free or trial

Thanks Polina for you reply.
The first log in the post is with Single Password enabled on the HOST and VIEWER.
Also, I did go through the troubleshooting guide with no results, still cannot connect.

Polina, Support (Posts: 1390)

Oct 29, 2019 11:40:15 am EDT

Hello Claudio,

Thank you for the clarification.

In this case, could you please send us the entire Host log file for examination? Here is how to locate the Host logs: https://www.remoteutilities.com/support/docs/host-log/
Also, please attach the Server log files. Server logging is enabled by default, here's how to locate them: https://www.remoteutilities.com/support/docs/server-log/
Please send the log files to support@remote-utilities.com.

Looking forward to your reply.

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