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Offline/Unknown

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Christopher Parkes, User (Posts: 1)

Sep 10, 2022 3:15:30 pm EDT

All my connections are showing as Offline/Unknown. There is no internet issue at either end and the latest 7.1.7.0 version is installed. Any ideas?

WILLIAM BURKE, User (Posts: 2)

Sep 10, 2022 6:35:14 pm EDT

Support level: Mini

Having the same problem. Only the direct connections are working (there are 3). It happened after I updated the server and my viewer. I uninstalled the antivirus software on the server to see if that was causing the issue with internet connections, but it still will not connect. I updated one of the hosts, to the same version and it won't even tell me that it sees the version change.... ?

Edited:WILLIAM BURKE - Sep 10, 2022 7:13:13 pm EDT

WILLIAM BURKE, User (Posts: 2)

Sep 12, 2022 10:14:23 am EDT

Support level: Mini

I figured it out. My fault for not re-entering the license key file into the server and restarting the service.

Pauline, Support (Posts: 2776)

Sep 12, 2022 10:45:23 am EDT

Hello William and Christopher,

Thank you for your messages.

Could you please let us know if you have any antivirus software installed on the remote Host machines that you can't connect to (even if it's Windows Defender)? If yes, then could you please double-check if your antivirus has detected any Remote Utilities files and/or quarantined them - in this case please add the installation folder to the exception list as described here. You can also submit the file to the antivirus vendor for a review as a part of a false positive report - this will help to make sure that the file is not detected anymore.
In addition, perhaps, this KB troubleshooting page might provide some useful information.

Please let us know if you have more questions.

Pauline, Support (Posts: 2776)

Sep 12, 2022 10:46:26 am EDT

Hello William,

I'm glad to hear you've already figured our the issue and it works for you now!

Please feel free to post another message if you have more questions or need our assistance.

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