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Connection Problem

Michael H, User (Posts: 1)

Jan 27, 2014 12:07:04 am EST

Hello,

I am trying remoteutilities to connect to my work PC. The PC is behind a corporate firewall. The Host is installed and Internet-ID is noted and copied. The blue ring is on. When I add the PC to the viewer using internet-id (yes I checked and it is correct) it shows PC being offline.

I have no problem connect this PC via LogmeIn or a teamviewer. I have tried to reinstall the host software, use different ports for connection with no luck. None of the connection roles is banned.

Any idea how to resolve it is appreciated.

Michael Ratner, User (Posts: 3)

Jan 27, 2014 1:32:28 am EST

I have the exact same problem. I also wanted to mention that the proxy is set up the way it works for any other apps on this computer.

Here is the viewer log when I try to connect:

58:21:23_26-01-2014_284 Viewer started. OS: Windows 6.1 64bit
01:22:23_26-01-2014_216 Connection #675488. Connection to "xxxxxxxx". Mode: <Authorization>. Connecting...
01:22:23_26-01-2014_217 InetConnection #675488. Internet connection to xxxxxxxx (server.rutils.com:5656).
02:22:23_26-01-2014_572 Connection #675488. Connection to "xxxxxxxxx" failed. Mode: <Authorization>.
02:22:23_26-01-2014_572 Context #675488 removed. Mode: <Authorization>.

Please help.

Thank you.

Conrad Sallian, Administrator (Posts: 1163)

Jan 27, 2014 9:16:59 am EST

Hello,

If the Host shows the blue circle on the icon continuously, then it's unlikely that the issue is on the Host side. Perhaps, the issue is on the Viewer side.

Please, check out this list of possible causes for the problem http://www.remoteutilities.com/support/kb/206/

As for proxy, you probably need to explicitly specify the proxy settings into the Host or the Viewer, depending on which side the proxy is.

To specify the proxy settings:

Host: Settings for Host -> Options - Proxy settings

Viewer: In Viewer you specify proxy settings individually for each connection in Connection Properties -> Network -> Proxy settings.


Hope that helps.

mratner, User (Posts: 3)

Jan 27, 2014 11:02:48 pm EST

Thank you for the quick reply - I appreciate it.

Actually, after much closer look, it turns out that the blue circle on the icon appears right after I start the Host but disappears after 30-40 seconds. The proxy settings are exactly as in my browsers on the same computer (using port 8080).

I'm seeing an error in the Host's log:

2014-01-27 20:50:41:636 34 RUT Host 56005 is started. Windows 6.1 32bit
2014-01-27 20:50:42:030 96 Internet-ID: Connection established ID: S-C1EFA641-C045-4C32; Port: 5655
2014-01-27 20:50:47:800 96 Internet-ID: Connection established ID: S-C1EFA641-C045-4C32; Port: 5655
2014-01-27 20:50:53:563 96 Internet-ID: Connection established ID: S-C1EFA641-C045-4C32; Port: 5655
2014-01-27 20:50:59:326 96 Internet-ID: Connection established ID: S-C1EFA641-C045-4C32; Port: 5655
2014-01-27 20:51:05:091 96 Internet-ID: Connection established ID: S-C1EFA641-C045-4C32; Port: 5655
2014-01-27 20:51:05:615 63 Exception: DisconnectCount (EIdException). Information
2014-01-27 20:51:10:619 96 Internet-ID ErrorCode <> 0 Error code: 1
2014-01-27 20:52:11:025 96 Internet-ID: Connection established ID: S-C1EFA641-C045-4C32; Port: 5655
2014-01-27 20:52:11:547 63 Exception: DisconnectCount (EIdException). Information
2014-01-27 20:52:16:551 96 Internet-ID ErrorCode <> 0 Error code: 1

In "Information" I see this:
---
Stack list
(0035B087){rutserv.exe } [0075C087] Unknown function at TMethodImplementationIntercept + $2F0AB7
(000D0D1D){rutserv.exe } [004D1D1D] Unknown function at TMethodImplementationIntercept + $6674D

Does this shed any light on what the problem might be?

Thanks,
-Michael

Conrad Sallian, Administrator (Posts: 1163)

Jan 28, 2014 12:13:42 pm EST

mratner wrote:
Thank you for the quick reply - I appreciate it.

Actually, after much closer look, it turns out that the blue circle on the icon appears right after I start the Host but disappears after 30-40 seconds. The proxy settings are exactly as in my browsers on the same computer (using port 8080).

I'm seeing an error in the Host's log:

2014-01-27 20:50:41:636 34 RUT Host 56005 is started. Windows 6.1 32bit
2014-01-27 20:50:42:030 96 Internet-ID: Connection established ID: S-C1EFA641-C045-4C32; Port: 5655
2014-01-27 20:50:47:800 96 Internet-ID: Connection established ID: S-C1EFA641-C045-4C32; Port: 5655
2014-01-27 20:50:53:563 96 Internet-ID: Connection established ID: S-C1EFA641-C045-4C32; Port: 5655
2014-01-27 20:50:59:326 96 Internet-ID: Connection established ID: S-C1EFA641-C045-4C32; Port: 5655
2014-01-27 20:51:05:091 96 Internet-ID: Connection established ID: S-C1EFA641-C045-4C32; Port: 5655
2014-01-27 20:51:05:615 63 Exception: DisconnectCount (EIdException). Information
2014-01-27 20:51:10:619 96 Internet-ID ErrorCode <> 0 Error code: 1
2014-01-27 20:52:11:025 96 Internet-ID: Connection established ID: S-C1EFA641-C045-4C32; Port: 5655
2014-01-27 20:52:11:547 63 Exception: DisconnectCount (EIdException). Information
2014-01-27 20:52:16:551 96 Internet-ID ErrorCode <> 0 Error code: 1

In "Information" I see this:
---
Stack list
(0035B087){rutserv.exe } [0075C087] Unknown function at TMethodImplementationIntercept + $2F0AB7
(000D0D1D){rutserv.exe } [004D1D1D] Unknown function at TMethodImplementationIntercept + $6674D

Does this shed any light on what the problem might be?

Thanks,
-Michael
Michael,

If the circle beside the icon stays grey, it means that the Host hasn't been able to establish an outgoing connection to our intermediary server.

Please, note that although the Internet ID connection is supposed to be used for firewall bypass/traversal, it still requires some outgoing ports to be open for work. In some organizations network policies are so strict that they block all ports except those absolutely necessary for web browsing and e-mail.

Check this knowledge base article for more information on what ports should be open for what type of connection:
http://www.remoteutilities.com/support/kb/53/

Hope that helps.

mratner, User (Posts: 3)

Jan 30, 2014 2:01:01 am EST

Conrad,

There is something I don't understand. Most large organizations do not allow any outbound traffic and a proxy (commonly HTTP or SOCKS) is used for outgoing communications. The applications that have proxy support do *not* require any open outbound ports to work; all they need is to be able to talk to the internally accessible proxy port (normally 8080 for HTTP or 1080 for SOCKS). If an app has proxy support, and Remote Utilities does, it shouldn't need any other outbound ports open.

This makes me think of two things: either there is something unique in RU's proxy settings that I am not aware of, or RU's proxy support does not work.

Thank you,
-Michael

Conrad Sallian, Administrator (Posts: 1163)

Jan 30, 2014 4:26:12 pm EST

mratner wrote:
Conrad,

There is something I don't understand. Most large organizations do not allow any outbound traffic and a proxy (commonly HTTP or SOCKS) is used for outgoing communications. The applications that have proxy support do *not* require any open outbound ports to work; all they need is to be able to talk to the internally accessible proxy port (normally 8080 for HTTP or 1080 for SOCKS). If an app has proxy support, and Remote Utilities does, it shouldn't need any other outbound ports open.

This makes me think of two things: either there is something unique in RU's proxy settings that I am not aware of, or RU's proxy support does not work.

Thank you,
-Michael
Couple of questions:

1. Did you configure the MSI file using the MSI configurator? If so , did you enable Internet ID during configuration? Looks like this can be a duplicate ID issue.

2. Specifically what type of proxy is used in your organization?

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