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Phil Sbrana-Browning, User (Posts: 3)

Jun 01, 2022 8:56:54 am EDT

Support level: Starter

Will be glad to know when it is working again, hope to get email update from here

Pauline, Support (Posts: 2696)

Jun 01, 2022 9:17:40 am EDT

Hello everyone,

I've just checked with our developers on the issue and they've let me know that our servers are up and running and there were no recent downtimes or other issues on our servers within at least the last 7 days.

Could you please let us know if you have any antivirus/firewall software installed on your Viewer machine?

Looking forward to your reply.

Mike butterworth, User (Posts: 6)

Jun 01, 2022 9:23:47 am EDT

Support level: Free or trial

Why would previously installed anti-virus software cause an issue now if it did not before, surley an authentication issue at your end.

fNefwZzGuKOn, User (Posts: 4)

Jun 01, 2022 9:24:17 am EDT

Support level: Free or trial

There is definitely a problem and it is with the Viewer side and not the Host side.
No changes to any of my Viewer installations and they are on different internet providers and networks.

Connecting from the Android app works ok.
Connecting on the same network from a previously working desktop computer does not work.

01-06-2022__13:22:39__095 Connection #271173. Connection to "home-amanda". Mode: <Authorization>. Connecting...
01-06-2022__13:22:39__095 InetConnection #271173. Internet connection to home-amanda (178.162.214.240:5655).
01-06-2022__13:22:39__115 InetConnection #271173. Method "Connect" - OK. home-amanda connected to ID server: 178.162.214.240.
01-06-2022__13:22:54__117 InetConnection #271173. Socket error. Name: "home-amanda", host: "178.162.214.240:5655". Exception class: "EIdReadTimeout". Message: "Read timed out.".

I'm absolutely certain it isn't an issue with the Viewer or Host installation and something isn't communicating or syncing on the Internet-ID servers your side.

Alejandro Gómez Pérez, User (Posts: 3)

Jun 01, 2022 9:24:32 am EDT

Support level: Free or trial

Hello:
It does not seem normal to me that all of a sudden it starts to fail us all, on the same day, and that the problem is that a firewall or an antivirus has been activated on the computers.

Mike G, User (Posts: 47)

Jun 01, 2022 9:26:21 am EDT

Support level: Pro

Same. Still the same with Windows built in AV... See log I emailed with my support ticket.

Phil Sbrana-Browning, User (Posts: 3)

Jun 01, 2022 9:28:00 am EDT

Support level: Starter

No Changes to AV or firewall last 7 days, everything was working yesterday, but today, unable to connect via Internet ID. I have connected fine to in house computers, using IP Address, but not able to access any remote PC's, a couple of external user have also reported this as a fault. Have set them up with VPN connections, and changed them to IP Connect.

it@fa1070, User (Posts: 13)

Jun 01, 2022 9:29:49 am EDT

Support level: Endpoint

I have this issue and it's a pain.
If no solution is proposed/found I will start migrating to something else (<150 cli)

Retrun to us with at least an answer !!

Bob Smith, User (Posts: 9)

Jun 01, 2022 9:37:26 am EDT

Support level: Free or trial

This is not a device issue. I have the same issue as others here and I’ve temporarily switched to an alternative app on two computers and it's working without any issues. Direct connection is also working.

I thought it may be an ISP level block on your ID servers, but I get exactly the same issue with or without a VPN.

Bostjan, User (Posts: 4)

Jun 01, 2022 9:41:22 am EDT

Support level: Free or trial

I don't have an antivirus on my computer. The remote utilities are freshly installed for the first time on this computer.

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