We have recently moved offices and changed broadband provider from TalkTalk to Virgin Media. We were able to connect to remote hosts on TalkTalk but not now on Virgin Media, same PC, same router, just different broadband supplier.
Hosts on our local network (Virgin Media broadband) are shown On-Line in a viewer connected via and different supplier (i.e. EE) and can be remotely accesssed. Therefore, there is no connetivity issues for hosts on the Virgin Media network from the outside world. The issue solely lies with the viewer when connected to the internet by our Virgin Media broadband connection.
We have had lengthy conversations with Virgin Media support who repeatedly say they do not block any ports on their network. We have even upgraded our contract to have multiple Static IP Addresses so their router could be put into modem only mode. Our Draytek router, which we had on the TalkTalk network, the viewer worked fine, has the same firewall configuration now it is on the Virgin Media network.
We would appreciate any help in getting this issue resolved, as Remote Utilities is a major tool we use to support our remote customers.
So far the only idea that comes to mind is that either your new ISP and/or your router somehow blocks either the outbound ports used by our Internet-ID connection or public server destination addresses.
Yes, pinging id.remoteutilities.com I get a reply.
The host which is on the same PC as the viewer can be seen in the viewer on a PC on a remote network (i.e at home). The viewer on the same PC's can sometime see hosts that we were able to connect to remotely, but if you try to connect when a host is seen as on-line from this PC on the Virgin Media broadband fals to connect and goes off-line to the viewer.
A real strange one this is! There must be something on the Virgin Media network that is causing the issue. Unfortunately, they have said they cannot help as they do not nkow your application.
It seems like the Viewer configuration file was somehow corrupted and now might be causing the issue. Please try resetting the Viewer settings by performing the following: 1. Fully exit the Viewer File -> Exit. 2. Locate the file config_4.xml in the C:\Users\[Your_username]\AppData\Roaming\Remote Utilities Files\ folder. Please note that the AppData folder might be hidden by default in which case you need to enable Hidden files and folders in Windows Explorer settings. 3. Remove the config_4.xml file from that folder (or you might rename the file and move it to another folder in case if you need to restore it later). This will reset the Viewer settings. Your address books won't be affected by this action. 4. Run the Viewer and see if the issue persists. Please note, that you will need to register it with your license key again.
Followed your instructions, which appears to be getting to the route of the problem. These are my findings:
1. After deleting the config_4.xml then reloading the viewer, I could see on-line hosts. Clicking an on-line host, allows login but then a message saying the license had expired. I inserted my license key and then has able to control the host. Closed the viewer down and reloaded it, I then couldn't see on-line hosts or login to any and take control..
2. After deleting the config_4.xml then reloading the viewer, I could see on-line hosts. I inserted my license key, clicked on an on-line host. Failed to login to the host. Exiting the viewer then reloading it, I couldn't see any on-line hosts.
It looks like it is related to the config_4.xml and license key that is causing the issue.