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Connection Issues - Single point in network not accessible

Wes H, User (Posts: 5)

Mar 05, 2014 8:01:47 pm EST

I have been having issues connecting to one of my computers. I will outline my setup/problem, go over what has been tested, and address possible issues.

Setup/Problem

I have three devices with Remote Utilities installed:
A - Home computer. Runs host and viewer. Windows 7 64 bit. Can provide specs if necessary. Connects to internet through router. Running 5.6.0.5 for Host and Viewer
B - Work Laptop. Runs host and viewer. Static IP. Laptop does not move, despite portability. Windows 7 32 bit. Connects to internet via direct T1 connection. Running 5.6.0.6 for Host and Viewer
C - Android tablet. Runs Android viewer. Nexus 10, Cyanogenmod latest stable and tested build. Running latest upd ate from GooglePlay Store.

A can connect to B
C can connect to B
C cannot be connected to
For some time, A was accessible from locations. But now:
B cannot connect to A
C cannot connect to A.

This implies that there is a problem with the host.
All units are running the personal use (free) software.

Tested Items

First addressing issues listed in knowledge base

The Host (or Agent) is not running on the remote PC.
All Hosting PCs are running host program

A firewall is blocking Remote Utilities.
Computer A has correct port forwarded through the router. Computer B has no access to firewalls, since the connection is maintained by a university.

Antivirus software is blocking Remote Utilities.
MSE is running on computers A and B. Unknown interactions.

Proxy server configuration is required.
No proxy server is being used.

The connection mode is disabled.
I'm not sure what this is asking.

Incorrect IP address or DNS name
IP address is correct for all computers. Even though Computer A has a dynamic IP, the number is available at all times on my Rainmeter desktop. Personal IP (192.168.xxx.xxx) has been checked and is correct for the forwarded ports.

Incorrect Host port
Double-checked.

DNS resolution failure
No error messages received.

Incorrect or missing port forwarding rule
Checked.

Network interface binding
I'm not sure what this is asking.

Incorrect shared secret
During troubleshooting this connection issue, no shared secrets are used.

Other
Attempted to use Internet ID in lieu of Direct IP, but this could also not connect.
Forums scoured for previous instances of similar issues to no avail.

Sample Log file entries for failures from Computer A:
2014-01-01 12:27:51:293 34 RUT Host 55030 is started. Windows 6.1 64bit
2014-01-02 13:50:49:748 63 Exception: Operation aborted (EAbort). --- Stack list
2014-01-02 13:50:49:919 63 Exception: Operation aborted (EAbort). --- Stack list

2014-03-05 00:28:09:022 34 RUT Host 56005 is started. Windows 6.1 64bit
2014-03-05 00:49:06:938 63 Exception: Microsoft MSXML is not installed (DOMException). Information
2014-03-05 00:49:06:957 63 Exception: Microsoft MSXML is not installed (EOleException). Information


Current Log file from Computer B (accessed remotely):
2014-03-05 00:08:07:678 39 74.195.245.182 Remote screen connection. Closed.
2014-03-05 00:08:17:085 36 74.195.245.182 Access granted.
2014-03-05 00:08:17:335 38 74.195.245.182 Remote screen connection. Started.
2014-03-05 00:08:48:862 39 74.195.245.182 Remote screen connection. Closed.
2014-03-05 00:36:02:778 35 74.195.245.182 Password is incorrect or error occurs.
2014-03-05 00:36:13:059 36 74.195.245.182 Access granted.
2014-03-05 00:36:13:339 38 74.195.245.182 Remote screen connection. Started.
2014-03-05 00:36:43:369 39 74.195.245.182 Remote screen connection. Closed.
2014-03-05 01:35:39:256 63 Exception: Socket Error # 10054 Connection reset by peer. (EIdSocketError). Information
2014-03-05 01:35:39:396 63 Exception: Socket Error # 10054 Connection rese t by peer. (EIdSocketError). Information
2014-03-05 01:35:44:404 96 Internet-ID ErrorCode <> 0 Error code: 1
2014-03-05 01:36:51:437 96 Internet-ID: Connection established ID: S-AE5BA6DF-CF72-4A61; Port: 563
2014-03-05 19:47:10:499 36 74.195.245.182 Access granted.
2014-03-05 19:47:10:733 38 74.195.245.182 Remote screen connection. Started.


Potential Problems

Version 5.6.0.5 problems that I am not aware of.

Registry issues. Computer A runs with Windows installed on an SSD with ProgramFiles and ProgramFiles64 symbolically linked to locations on HD. Some programs have had issues with registry files directing to the wrong location since the SSD switch. This is approximately when issues started to occur.

Hardware issues. Computer A give unexpected shutdowns with Pinstripes of Death. The cause is still unknown. May be related to registry issues. The few instances recorded of Pinstripes of Death suggest PSU problems. This fits with the new hardware (SSD and water cooler). Possible hardware malfunction/board burnout during overclocking and burn tests for CPU and GPU.

Unknown router issues. Cannot test DMZ results with connection from Computer B to Computer A since work is far away, and I don't want to leave my home workstation unprotected. Can possibly try with Computer C to Computer A during DMZ, but the test would still occur with both units connected with the same router.



Please advise a course of action. I would be happy to provide specs and further logs as necessary. I will naturally report back with results and provide confirmation if the problem is solved.

Conrad Sallian, Administrator (Posts: 1078)

Mar 06, 2014 3:30:00 am EST

Hello Wes,

Thank you for the detailed post.

C cannot be connected to
There is no Host (remote) module for mobile devices yet. We are considering it, but it's among our immediate priorities.

B cannot connect to A
C cannot connect to A.

This implies that there is a problem with the host.
Most certainly.

MSE is running on computers A and B. Unknown interactions.


Other users reported issues with Host connectivity on PCs where MSE is running. So please make sure you explicitly add the Host module to the antivirus exceptions and allow the incoming port 5650 (if you didn't change it by default).

The connection mode is disabled.
I'm not sure what this is asking.
Here's the explanation http://www.remoteutilities.com/product/features/disable-connection-modes.php . Make sure that the connection modes you want to use are UNchecked.

Network interface binding
I'm not sure what this is asking.
Nevermind if you are using version 5.6.0.5 because we removed network interface binding starting that version.

Attempted to use Internet ID in lieu of Direct IP, but this could also not connect.
Have you checked if the Host successfully connects to an intermediary server? You can tell that by looking at the Host icon on computer A - there's a small blue circle on it when you enable Internet ID. If this circle stays blue, then the connection to an intermediary server is ok. If it's grey, then the Host cannot reach the intermediary server.

2014-03-05 00:49:06:938 63 Exception: Microsoft MSXML is not installed (DOMException). Information
I'll get back to you later on this when I get a response from Tier 2.

Registry issues. Computer A runs with Windows installed on an SSD with ProgramFiles and ProgramFiles64 symbolically linked to locations on HD. Some programs have had issues with registry files directing to the wrong location since the SSD switch. This is approximately when issues started to occur.
This might be an issue. Again, I need to hear what our developers think of this and I'll get back to you.

Thanks!

Conrad Sallian, Administrator (Posts: 1078)

Mar 06, 2014 4:00:38 am EST

Hello Wes,

Seems like something is definitely not right with the OS installation on the Host PC. Try to install this http://www.microsoft.com/en-us/download/details.aspx?id=15697 and see if it fixes the issue.

Thanks.

Mike Mongillo, User (Posts: 1)

Mar 06, 2014 11:42:34 am EST

I just setup remote utilities on my Windows 2003 R2 server. Did it remotely via RDP. I want this app in case the Dynamic IP stops working, in which case the RDP will stop working. LogMeIn was my goto app... but obviously it has gone away (free) - anyway, I installed this, and registered it with the key as given by RUT. It all starts out fine (my laptop is Win 7 ultimate 64-bit) The screen I get is continuously saying "Connection interrupted - trying again 3 sec ) --- over and over.... what gives ???

Wes H, User (Posts: 5)

Mar 06, 2014 1:58:15 pm EST

C cannot be connected to

There is no Host (remote) module for mobile devices yet. We are considering it, but it's among our immediate priorities.
I don't see why a RUT Host on Android would be necessary. I am just in the habit reiterating logical arguments since I have been writing grant proposals all week.

The connection mode is disabled.
I'm not sure what this is asking.
Here's the explanation http://www.remoteutilities.com/product/features/disable-connection-modes.php . Make sure that the connection modes you want to use are UNchecked.
Ah, now I understand. All boxes have been confirmed unchecked.

Seems like something is definitely not right with the OS installation on the Host PC. Try to install this http://www.microsoft.com/en-us/download/details.aspx?id=15697 and see if it fixes the issue.
I have applied the MSXML update and restarted system. Tests on BtoA and CtoA are negative-no connection.

I can explore the other solutions you offered the next time I'm at computer A.







Mike Mongillo wrote:
I just setup remote utilities on my Windows 2003 R2 server. Did it remotely via RDP. I want this app in case the Dynamic IP stops working, in which case the RDP will stop working. LogMeIn was my goto app... but obviously it has gone away (free) - anyway, I installed this, and registered it with the key as given by RUT. It all starts out fine (my laptop is Win 7 ultimate 64-bit) The screen I get is continuously saying "Connection interrupted - trying again 3 sec ) --- over and over.... what gives ???
You seem to have inadvertently hijacked this comment thread. Perhaps starting a new topic would get better results.

Wes H, User (Posts: 5)

Mar 07, 2014 10:27:13 pm EST

No new developments regarding remote access, however I feel something else is of note. Updating the MSXML has had an unexpected consequence. The log files for Remote Host no longer spam messages about MSXML problems. This was quite an improvement, since the log files have been reaching sizes in excess of 350MB per month. In addition, the computer has not had a spontaneous crash in that time.

It may be of note to developers to encourage users to update their MSXML, as this may cause stack overflows and potential heating issues (my northbridge temp is down a bit since the update). It might also be my system only. This is my 'play' computer, so it is a constant state of disrepair.

Conrad Sallian, Administrator (Posts: 1078)

Mar 10, 2014 6:47:48 am EDT

Wes H wrote:

It may be of note to developers to encourage users to update their MSXML, as this may cause stack overflows and potential heating issues (my northbridge temp is down a bit since the update). It might also be my system only. This is my 'play' computer, so it is a constant state of disrepair.
Hello Wes,

Sure, we'll add it to Knowledge Base then. Thanks!

Wes H, User (Posts: 5)

Mar 22, 2014 6:34:42 pm EDT

After an unexpected system restart, I found these entries in my event viewer. Although they aren't directly related to Remote Utilities, they may provide some insight if someone wants to take a crack at helping me with this problem.




Log Name: System
Source: RemoteAccess
Date: 3/22/2014 6:20:16 PM
Event ID: 20171
Task Category: None
Level: Warning
Keywords: Classic
User: N/A
Computer: REDACTED
Description:
Failed to apply IP Security on port VPN2-0 because of error: A certificate could not be found. Connections that use the L2TP protocol over IPSec require the installation of a machine certificate, also known as a computer certificate.. No calls will be accepted to this port.
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="RemoteAccess" />
<EventID Qualifiers="0">20171</EventID>
<Level>3</Level>
<Task>0</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2014-03-22T23:20:16.000000000Z" />
<EventRecordID>698765</EventRecordID>
<Channel>System</Channel>
<Computer>REDACTED</Computer>
<Security />
</System>
<EventData>
<Data>VPN2-0</Data>
<Data>A certificate could not be found. Connections that use the L2TP protocol over IPSec require the installation of a machine certificate, also known as a computer certificate.</Data>
<Binary>FE020000</Binary>
</EventData>
</Event>

Log Name: System
Source: RemoteAccess
Date: 3/22/2014 6:20:16 PM
Event ID: 20171
Task Category: None
Level: Warning
Keywords: Classic
User: N/A
Computer: REDACTED
Description:
Failed to apply IP Security on port VPN2-1 because of error: A certificate could not be found. Connections that use the L2TP protocol over IPSec require the installation of a machine certificate, also known as a computer certificate.. No calls will be accepted to this port.
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="RemoteAccess" />
<EventID Qualifiers="0">20171</EventID>
<Level>3</Level>
<Task>0</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2014-03-22T23:20:16.000000000Z" />
<EventRecordID>698764</EventRecordID>
<Channel>System</Channel>
<Computer>REDACTED</Computer>
<Security />
</System>
<EventData>
<Data>VPN2-1</Data>
<Data>A certificate could not be found. Connections that use the L2TP protocol over IPSec require the installation of a machine certificate, also known as a computer certificate.</Data>
<Binary>FE020000</Binary>
</EventData>
</Event>

Log Name: System
Source: RemoteAccess
Date: 3/22/2014 6:20:16 PM
Event ID: 20192
Task Category: None
Level: Warning
Keywords: Classic
User: N/A
Computer: REDACTED
Description:
A certificate could not be found. Connections that use the L2TP protocol over IPsec require the installation of a machine certificate, also known as a computer certificate. No L2TP calls will be accepted.
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="RemoteAccess" />
<EventID Qualifiers="0">20192</EventID>
<Level>3</Level>
<Task>0</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2014-03-22T23:20:16.000000000Z" />
<EventRecordID>698763</EventRecordID>
<Channel>System</Channel>
<Computer>REDACTED</Computer>
<Security />
</System>
<EventData>
</EventData>
</Event>

Wes H, User (Posts: 5)

Jan 09, 2015 1:45:14 pm EST

Necro'd thread.

I downloaded 6.0.0.4, and everything works again. Issue resolved.

Conrad Sallian, Administrator (Posts: 1078)

Jan 11, 2015 5:11:17 pm EST

That's good news. :) Don't hesitate to ask, if you have other questions.

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