Community

Unable to connect - Using Internet-ID

Links used in this discussion

Andy Pilate, User (Posts: 3)

Oct 29, 2021 10:12:58 pm EDT

Hi,

I am having some issues getting RemoteUtilities working on my new work laptop.
I am getting the "Unable to connect" message, despite the laptop being shown as online (in RU).
When trying to connect to it using the direct IP, it works. But I need Internet-ID to work...

I have tried to disable Windows Defender on the target computer, disable the Windows firewall, flush DNS caches, restart both computers. I have tried to use a different network (different IPs), but I keep getting

30-10-2021__01:09:04__287 InetConnection to internet-id server #792557 Error. Name: "censored", host: "id70.remoteutilities.com:5655". Exception class: "EIdSocketError". Message: "Socket Error # 11001
Host not found.".

I can see the computer as "online" in RU, so something is wrong. I can connect to my other Internet-ID computer fine, which is also on my local network.
I will send right away to [email protected] the log files on both sides.

Thanks for the help

Andy Pilate, User (Posts: 3)

Oct 29, 2021 10:20:35 pm EDT

Support level: Free or trial

I have tested and confirmed being able to ping id.remoteutilities.com and id70.remoteutilities.com
Agent was in the "Ready to connect" stage.

Andy Pilate, User (Posts: 3)

Oct 30, 2021 11:28:53 am EDT

Support level: Free or trial

Reinstalling Viewer (and removing all settings) fixed it.
I can provide the old settings folder for analysis if you guy are interested

Pauline, Support (Posts: 2776)

Nov 01, 2021 11:22:54 am EDT

Hello Andy,

Thank you for your message.

We're glad to hear that you've figured out the issue and it works for you now! However, in case if you might encounter similar issues in the future, here's some additional information that might be useful:
The error entries EIdSocketError". Message: "Socket Error # 11001 Host not found. generally mean that the remote Host machine is unavailable for some reason. Here's a related troubleshooting guide. In addition, here's one more troubleshooting guide that lists the most common factors causing connectivity issues when using Internet-ID connection.

I can provide the old settings folder for analysis if you guy are interested

Of course, this might be very helpful! Please feel free to send us the old configuration file to [email protected], so I can forward it to our developers for examination.

Please let us know if you have more questions.

Submit a reply

^* Website time zone: America/New_York (UTC -4)