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Connecting problem ID server in Poland

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Marcin Przybylak, User (Posts: 2)

Apr 03, 2020 8:32:55 am EDT

HI,
I have a problem with connection. I have several directories with computer locations and some computers are available online and some are offline. I use different locations where I have connections to different internet connections. I checked the ping command to see if your ID server is available in these locations and is available. What's the problem is that once connected to computers are online once offline. I have the latest version of the software installed. Please help because I can't connect to remote computers. Yesterday evening between 22-23 o'clock I had a connection to all computers, today I do not have one. Please help me in this situation.

Regards Martin.

Error code:
03-04-2020__12:29:28__137 Connection #112051. Connection to "BTI_TEST ANY". Mode: <Authorization>. Connecting...
03-04-2020__12:29:28__138 InetConnection #112051. Internet connection to BTI_TEST ANY (id.remoteutilities.com:5655).
03-04-2020__12:29:28__391 InetConnection #112051. Method "Connect" - OK. BTI_TEST ANY connected to ID server: id.remoteutilities.com.
03-04-2020__12:29:29__283 InetConnection #112051. Socket error. Name: "BTI_TEST ANY", host: "id.remoteutilities.com:5655". Exception class: "EIdConnClosedGracefully". Message: "Connection Closed Gracefully.".
03-04-2020__12:29:29__283 Connection #112051. Connection to "BTI_TEST ANY" failed. Mode: <Authorization>

Pauline, Support (Posts: 2567)

Apr 03, 2020 11:45:32 am EDT

Hello Marcin,

Thank you for your message.

I've responded via the ticket that you created. Also please do not publish your logs on the forum as they're considered personal information.

Thank you.

Marcin Przybylak, User (Posts: 2)

Apr 13, 2020 4:23:09 pm EDT

Support level: Starter

Hello Polina,
When can I expect the situation to be repaired ?. I'm using the paid version, why can't I connect normally?
I am asking for information because it is taking a long time. Regards Martin

Pauline, Support (Posts: 2567)

Apr 13, 2020 5:17:14 pm EDT

Hello Marcin,

I apologize for the inconvenience and delay this issue has caused in being resolved.

Could you please let us know if the Orange ISP is used on any of the remote Host machines? Also, could you please try contacting your ISP and submitting a ticket to them or ask them why they might be having issues letting their users connect to our RU servers?

In the meantime, we are currently investigating this issue and will get back to you soon with further information or instructions. In addition, please see this related Community thread.

Looking forward to your reply.

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