Community

[ Closed ] [Resolved] Connection lost after inactivity

Links used in this discussion

Flavio Spezi, User (Posts: 6)

Mar 02, 2023 11:59:03 am EST

It often happens to me that the connection drops when I don't operate on the remote monitor for a few minutes.

Environment:
- I use my own private RU server
- RU-Viewer on Windows 11 (my computer)
- RU-Host on every Windows system
- version: 7.1.7.0

Thanks.

Pauline, Support (Posts: 2520)

Mar 02, 2023 1:09:30 pm EST

Hello Flavio,

Thank you for your message.

This issue seems like it might be caused by an external factor, such as internet connection or firewall settings.
Could you please send us the following log files:
1. The most recent Host log file.
2. RU Server logs.
3. Viewer logs.
We will examine the log files to see if there’s anything that might help in identifying the issue. You can send all logs to support@remoteutilities.

Looking forward to your reply.

Flavio Spezi, User (Posts: 6)

Mar 02, 2023 5:35:31 pm EST

Support level: Mini

Thank you. I sent LOGS via mail just now.

I don't know if this information can help you: if I leave Remote Utilites Viewer open for hours, the program disconnects from the RU-Server server, and doesn't work anymore.
If I try to close it, the application stops responding.
So much so that I'm forced to kill the application.

Thanks for support.

Pauline, Support (Posts: 2520)

Mar 02, 2023 6:39:41 pm EST

Hello Flavio,

Unfortunately we still haven’t received an email with your log files. Could you please try resending it once again? Make sure that you’re sending it to support@remoteutilities.com and you can also try sending it from another email address just in case.
In addition, please let us know if you have any antivirus software installed on any side of the connection.

Looking forward to your reply.

Flavio Spezi, User (Posts: 6)

Mar 02, 2023 6:42:01 pm EST

Support level: Mini

Retry now

Pauline, Support (Posts: 2520)

Mar 02, 2023 7:01:48 pm EST

Hello Flavio,

Thank you, I can see the email with the log files now. We will examine the logs and forward them to our developers to take a look at, if necessary.

I’ll get back to you with an update on this issue shortly.

Submit a reply

^* Website time zone: America/New_York (UTC -4)