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Unable to connect over internet via Internet ID

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Ryan Tolley, User (Posts: 1)

Mar 12, 2020 8:28:33 am EDT

Hi there,

I'm trialling this product and all installed fine, initially I added a couple of test machines whilst I was connected over VPN.

I used Internet-ID (your servers) and connected fine. Once disconnecting from my VPN, I was no longer able to access the machines, all showing as offline and the error "Unable to connect" before trying to initialise the connection again and then failing etc.

Any help on this? I do want to purchase a license but I need this to work first of course :)

I've ran a port quiz on the outbound ports - all open as expected.

Pauline, Support (Posts: 2520)

Mar 12, 2020 12:12:51 pm EDT

Hello Ryan,

Thank you for your message.

Perhaps, there are some network issues that might be preventing you from using the Internet-ID connection. Before we proceed to further troubleshooting, please try referring to this KB troubleshooting guide and see if the solutions listed there help to resolve the issue.
In addition, please note that if you use VPN between Viewer and Host you are advised to use Direct connection instead of Internet-ID connection.

Please let us know if the issue persists.

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