same here! Florida Unable to connect since this morning. Yet I can connect to a different machine in our office that is 5 feet from mine. Using comcast at both ends. Please help
James - I can also use the software OK when on the same IP scope on the local LAN - when the RU changes came in I couldn't connect to a machine only a few feet away (RU was useful in an office situation respecting local laws re Covid social-distancing in the UK during the pandemic) and got around that by not using the Internet ID to connect but by finding and using the host machine's local IP address. Quite whether that misses out RU's connection servers altogether I have no idea but it worked :)
I think it is worth making the point that in my case communications must be happening between my RU viewer and the remote RU host because the RU viewer can see that the RU host is online; but nothing more. In other words there's a handshake but no meeting!
Paul. Yes, the exact same thing as far as my viewer sees my host is online, but cannot connect.
As far as using the Host machine's local IP address.. I know what my local ip address is, just can you explain or point me to where I can connect using that instead of Internet ID please? Thanks in advance
This is to inform you that we're currently investigating the issue and what might have caused it. Please note that we're only assuming that the issue might be caused by some third-party activity since this is the most common scenario in our practice.
While our developers are looking into the issue, please try the following:
Clean the DNS cache: - Fully exit Viewer File -> Exit. - Press Win+R to open the Run dialog. - Type in ipconfig /flushdns and click OK (or press Enter) to clear the DNS cache. - Restart Viewer and see if you're able to connect to your Hosts.
In addition, 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 (please note that you might not be aware of their internal database updates which might mistakenly include our software or even our servers and, therefore, block the access to RU for you without any notifications). 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.
Last but not least, since the issue might also be occurring if there are some issues with DNS resolution (for example, on the side of a DNS service, like Cloudflare), please also try setting your DNS servers to Google Public DNS servers in your TCP/IP properties and see if this helps.
apparently if your host is a windows 10 machine you can go in through quick assist. You'll need someone at your host to go to the desktop, start menu, and search quick assist and allow you access. Which isn't always easy if there isn't anyone available...