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Host connectivity issues

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George Asvestas, User (Posts: 3)

Feb 04, 2022 5:15:15 am EST

Hello, 4 people of us use remote utils to connect to a host.

Past week we have random issues.

Some of the terminals cant connect via Internet-ID.

We tried new free licences, we tried uninstalling etc, it used to work a week before, now it simply wont.

Server shows online, you can ping it, but when you connect to it it says Unable to connect.

Some other terminals connect one day, and one day they dont.

What should we look at?

Pauline, Support (Posts: 2778)

Feb 04, 2022 3:00:20 pm EST

Hello George,

Thank you for your message.

Could you please let us know the following information:
1. What version of Remote Utilities is installed on Host's and Viewer's sides of the connection?
2. Do you use our public servers for Internet-ID connection or is it your custom self-hosted RU Server?

In addition, please refer to this Internet-ID connection troubleshooting guide and see if the solutions provided there might help to resolve the issue.

Looking forward to your reply.

George Asvestas, User (Posts: 3)

Feb 04, 2022 4:37:01 pm EST

Support level: Free or trial

Pauline wrote:

Hello George,

Thank you for your message.

Could you please let us know the following information:
1. What version of Remote Utilities is installed on Host's and Viewer's sides of the connection?
2. Do you use our public servers for Internet-ID connection or is it your custom self-hosted RU Server?

In addition, please refer to this Internet-ID connection troubleshooting guide and see if the solutions provided there might help to resolve the issue.

Looking forward to your reply.

Hello pauline, thanks for trying to help.

Logs show this :

04-02-2022_21:33:09_468 Connection #144315. Connection to "Server". Mode: <Authorization>. Connecting...
04-02-2022_21:33:09_469 InetConnection #144315. Internet connection to Server (id71.remoteutilities.com:5655).
04-02-2022_21:33:09_594 InetConnection #144315. Method "Connect" - OK. Server connected to ID server: id71.remoteutilities.com.
04-02-2022_21:33:09_727 InetConnection #144315 - Server need. Server version: 70120
04-02-2022_21:33:09_727 InetConnection #144315. Server need to reconnect to x.x.x.x.
04-02-2022_21:33:09_728 InetConnection #144315. Internet connection to Server (x.x.x.x:5655).
04-02-2022_21:33:09_913 InetConnection #144315. Method "Connect" - OK. Server connected to ID server: x.x.x.x.
04-02-2022_21:33:12_231 InetConnection #144315. Socket error. Name: "Server", host: "x.x.x.x:5655". Exception class: "EIdConnClosedGracefully". Message: "Connection Closed Gracefully.".
04-02-2022_21:33:12_231 Connection #144315. Connection to "Server" failed. Mode: <Authorization>.
04-02-2022_21:33:12_232 Context #144315 removed. Mode: <Authorization>.

I obviously did x.x.x.x for the server ip, do logs tell anything to you ?

Pauline, Support (Posts: 2778)

Feb 07, 2022 2:52:28 pm EST

Hello George,

Could you please clarify if your RU Server is upgraded to the latest version 3.2.1.0? If no, please try upgrading your RU Server installation and see if this helps to resolve the issue. The latest version of the RU Server is available for download on this page.
In addition, please make sure that your Viewers and Hosts are upgraded to the latest version 7.1.2.0 as well. You can upgrade them via the Simple Update feature.

In case if you use our public servers and not the self-hosted RU Server, please send us the full log files from at least one Host and one Viewer machines. Here's how to obtain the logs:
1. Host logs.
2. Viewer logs.
You can send the log files to [email protected].

Hope that helps.

George Asvestas, User (Posts: 3)

Feb 08, 2022 7:30:41 am EST

Support level: Free or trial

Issue has been resolved through support, thanks

Clayton S, User (Posts: 1)

Feb 08, 2022 2:55:23 pm EST

Support level: Pro

Hi, i'm having the same issue thats newly developed.

Do i need to contact support, or was there a fix?

Thanks

Pauline, Support (Posts: 2778)

Feb 08, 2022 3:58:05 pm EST

Hello Clayton,

Thank you for your message.

Could you please let us know what version of Remote Utilities do you use? In addition, please provide us the Host log and Viewer log files for examination. You can send the log files to [email protected] or provide them in a ticket via the Ticket System.

Looking forward to your reply.

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