Hello Peter,
Thank you for your message.
Please note that in case if you want to perform a
complete uninstallation of Host/Viewer and then reinstall modules from scratch, then you need to delete some additional files that store the module's settings. In order to completely uninstall Remote Utilities please follow
this uninstallation guide - this will help you to clean up all the configuration files, so when you reinstall Remote Utilities, the settings will be reset to the default values.
As for the connection - perhaps, the issue might be occurring if the VPN software is blocking ports that are required to be opened for Internet-ID connection or blocking access to our Internet-ID servers.
Please make sure that
outbound TCP ports 5655 or 443 are opened on the remote Host machine, so it's able to communicate with our public server. For more information on the ports used by Remote Utilities please see
this page.
In addition, please make sure that the
DNS name id.remoteutilities.com resolves to an IP address properly and is available when VPN is enabled.
Also, I'd recommend that you update your Remote Utilities installation to the latest version available - as of this writing, it's
6.12.2.0 Beta 2. Using the latest version might also help to resolve the issue or improve connection speed/performance.
When updating, please make sure to update both Host/Agent and Viewer to the same version as the version mismatch might lead to performance issues or some features not working.
The 6.12.2.0 Beta 2 version is available for the download on
this page.
Finally, here's a related
Internet-ID connection troubleshooting guide that might provide a helpful solution as well.
Please let us know if the solutions above did not help and the issue persists.