Before we proceed to further troubleshooting please try referring to this KB page and see if any of the solutions listed there help to resolve the issue.
In case if none of the solutions worked and the issue still persists please feel free to send us the Host logs for examination. The Host log files are located in the following folder: C:\Program Files (x86)\Remote Utilities - Host\Logs\ You can send the log files to email@example.com. Please do not publish the logs on the forum as they're considered private information.
Sorry to butt into this thread, but could someone help me by showing me the button to raise a new topic of my own, please?
(Actually my question is the same as this topic. I have two PCs inside my network. I can connect from one to the other using the local 192.x.x.x address, but the Status for Internet ID shows on both 'Connection not available'. I have installed with my AV turned off. I have no software firewall, and the Windows Firewall is turned off on both PCs. (Prior to turning them off completely I added the relevant ports to the Firewall Rules). I have flushed the DNS. I believe I have completed everything in the KB page that is linked in the previous answer. My log file shows:
Ha! Inspired by this thread and a previous awful experience with TalkTalk and another remote access program, and the fact that the RU server wouldn't ping, I set my DNS server to be Google's (others are available, of course, and I'll possibly change it to Cloudflare's ), and instantly it worked. Thanks for nothing, TalkTalk. Again.
Hope that helps someone. (Still can't see how to start a new topic: sorry. Maybe need to see SpecSavers.)