remote session disconnecting

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Lisa Stone, User (Posts: 1)

Aug 13, 2020 2:54:08 pm EDT

Support level: Free or trial
version - was working perfectly up until recently.  I am in viewer mode and it is constantly disconnecting from host.  just started recently and I have been using it for over 1 year.  viewer and host are on same versions.
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remote session disconnecting

Polina, Support (Posts: 1156)

Aug 13, 2020 3:48:33 pm EDT

Hello Lisa,

Thank you for your message.

Am I right in assuming that you use the Internet-ID connection to connect to the remote Host? If this is the case, then before we proceed to further troubleshooting, please try referring to this KB article that provides information on the most common issues when using the Internet-ID connection method and how to resolve them:

In addition, I recommend that you try updating your Host and Viewer to the latest 6.12 Beta 2 version as the issue might have already been resolved in the most recent release. The 6.12 Beta version is available for the download on this page:
When updating Remote Utilities, please make sure to update both Host/Agent and Viewer as the version mismatch might lead to performance issues and some features not working.

Please let us know if the solutions above did not help and the issue persists.

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