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Lost connection through proxy settings

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Pauline, Support (Posts: 2776)

Feb 04, 2022 2:55:15 pm EST

Hello Graham,

Thank you for your message.

I've checked the log files that you've provided, but, unfortunately, they don't seem to contain any error entires that might have point to what's causing the issue. However, I'll check with our developers on this once again to see if there are any updates and will get back to you shortly.

Sorry for keeping you waiting.

Graham Doney, User (Posts: 6)

Feb 05, 2022 5:51:30 am EST

Support level: Free or trial

On further investigations it would seem that following the update to version 7.1.2.0 our web filtering service Netsweeper started blocking Remote Utilities. Error log reads unknown://64.20.61.146:5655 Host is an IP; Unknown protocol, United States. Attached is a screen shot of the log entry for one of our PCs with Host installed

Attached Files

Pauline, Support (Posts: 2776)

Feb 07, 2022 4:12:47 pm EST

Hello Graham,

Thank you for the update on the issue.

Yes, it seems like the Netweeper web filtering service is blocking access to one of our primary servers by mistake. Could you please submit a false positive report to them and ask them to stop blocking access to our servers as their customer? Just in case, they can also add the DNS name id.remoteutilities.com to their allow list.

Please let us know if there are any updates on this or if you have more questions.

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