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Cannot access id.remoteutilities.com
Links used in this discussion
Links used in this discussion
- https://www.remoteutilities.com/support/kb/what-is-a-direct-connection/
- https://www.remoteutilities.com/support/kb/what-is-an-internet-id-connection/
- https://www.remoteutilities.com/support/kb/cannot-connect-using-internet-id-connection/
- https://www.remoteutilities.com/support/docs/ports-used-by-remote-utilities/#Internet-ID_connection_ports
- https://www.remoteutilities.com/support/kb/remote-utilities-is-mistakenly-detected-as-malware/
George Dimitriadis, User (Posts: 1)
Jan 26, 2022 1:40:57 am EST
Support level: Free or trial
Dear remoteutilities,
since mid December 2021 I cannot access the id.remoteutilities.com servers which means the Direct connection facilities are disabled.
I live in London and I have tried to ping the id.remoteutilities.com server fr om 4 different networks (home, mobile and two seperate networks at University College London wh ere I work).
On the other hand I have a Host computer in Athens, Greece and in this case I use the Direct connection just fine which means that your servers are accessible to this host.
I am using Windows 10 for all the hosts (the ones in London and the one in Athens) and for the viewer but I have tried to ping your server also from Linux machines and even an android device and nothing works.
Is this some kind of policy change on your behalf or is there a technical problem stopping me from accessing your servers?
Thank you for your time
since mid December 2021 I cannot access the id.remoteutilities.com servers which means the Direct connection facilities are disabled.
I live in London and I have tried to ping the id.remoteutilities.com server fr om 4 different networks (home, mobile and two seperate networks at University College London wh ere I work).
On the other hand I have a Host computer in Athens, Greece and in this case I use the Direct connection just fine which means that your servers are accessible to this host.
I am using Windows 10 for all the hosts (the ones in London and the one in Athens) and for the viewer but I have tried to ping your server also from Linux machines and even an android device and nothing works.
Is this some kind of policy change on your behalf or is there a technical problem stopping me from accessing your servers?
Thank you for your time
Pauline, Support (Posts: 2776)
Jan 26, 2022 8:30:51 am EST
Hello George,
Thank you for your message.
Please note that Direct connection does not use relay servers as it's used when the remote Host is directly accessible for Viewer. Do you, perhaps, mean the Internet-ID connection in this case?
Here's what we can do in order to resolve the issue:
1. First, please refer to this Internet-ID troubleshooting guide and see if the solutions listed there help to resolve the issue.
2. In case if the guide above doesn't help, please double-check the following:
- Make sure that required ports are opened on both sides of the connection.
- If you have any antivirus/firewall software installed on your machines, please check if it's not blocking Remote Utilities or access to our servers. If it does, then please try adding Remote Utilities to the exception list as described here as well as adding the DNS name id.remoteutilities.com to the exception list.
- Double-check if you have the same ISP for all the networks wh ere your Hosts cannot connect to our servers. If this applies, please refer to the ISP and ask them if they're blocking the access to our servers. You can also try switching one Host from such network to another network (for example, mobile internet) and see if the Host can connect to our servers this way.
- Last but not least, you can also try setting your DNS servers to Google Public DNS servers instead of your ISPs in your TCP/IP properties and see if this helps to resolve the issue.
Hope that helps.
Thank you for your message.
Please note that Direct connection does not use relay servers as it's used when the remote Host is directly accessible for Viewer. Do you, perhaps, mean the Internet-ID connection in this case?
We haven't implemented any restricting policies that could prevent our users from accessing our Internet-ID servers, so this might be caused by some other factor. Perhaps, something is mistakenly blocking Remote Utilities or access to our servers — it might be caused by some antivirus or firewall software activity or even if your ISP is blocking access to our servers by mistake (hence why the servers are accessible for the remote Host in Greece).Is this some kind of policy change on your behalf or is there a technical problem stopping me fr om accessing your servers?
Here's what we can do in order to resolve the issue:
1. First, please refer to this Internet-ID troubleshooting guide and see if the solutions listed there help to resolve the issue.
2. In case if the guide above doesn't help, please double-check the following:
- Make sure that required ports are opened on both sides of the connection.
- If you have any antivirus/firewall software installed on your machines, please check if it's not blocking Remote Utilities or access to our servers. If it does, then please try adding Remote Utilities to the exception list as described here as well as adding the DNS name id.remoteutilities.com to the exception list.
- Double-check if you have the same ISP for all the networks wh ere your Hosts cannot connect to our servers. If this applies, please refer to the ISP and ask them if they're blocking the access to our servers. You can also try switching one Host from such network to another network (for example, mobile internet) and see if the Host can connect to our servers this way.
- Last but not least, you can also try setting your DNS servers to Google Public DNS servers instead of your ISPs in your TCP/IP properties and see if this helps to resolve the issue.
Hope that helps.
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