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Host shows online but goes offline when trying to connect to it

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Hediyeh Mohammadi, User (Posts: 3)

May 18, 2023 2:21:24 pm EDT

Hello,
I installed the latest version of Remote Utilities (7.1.7.0) on two PCs (Host and Viewer) with windows 10. The Host shows online but when I try to connect to it, it goes offline and the attempt to reconnect continues 5 times. I realized that people face the same problem with previous versions. However, since I have the latest version installed, I could not figure out the problem. Can you please help me to fix the issue?

Pauline, Support (Posts: 2697)

May 18, 2023 3:25:27 pm EDT

Hello Hediyeh,

Thank you for your message.

This might mean that something (for example, an antivirus software or firewall policies) is blocking access to your Host. Are you trying to connect to your Host using Internet-ID connection? If this is the case, please try the solutions suggested in this Internet-ID connection troubleshooting guide first and see if any of them might help in resolving the issue.

Let us know if the issue persists.

Hediyeh Mohammadi, User (Posts: 3)

May 18, 2023 7:07:07 pm EDT

Support level: Free or trial

Thank you for the response.
Yes, I am trying to connect to the Host using Internet-ID connection. I tried the solutions provided in the link. For Host, everything is correct. However, This is what I got when I turned on Viewer logging:
18-05-2023__23:05:48__141 Check ID Connection. Request MsgTransportThread.Send. Host: "id71.remoteutilities.com:5655".
18-05-2023__23:05:48__579 Check ID Connection. After process message. Host: "id71.remoteutilities.com:5655". MsgCode: 10
18-05-2023__23:05:48__751 Check ID Connection. Exit: "id71.remoteutilities.com:5655".

Pauline, Support (Posts: 2697)

May 18, 2023 7:30:16 pm EDT

Hello Hediyeh,

Thank you for the clarification.

In this case, could you please send us the most recent Host log file for examination as well? You can locate the Host logs in the following folder: C:\Program Files (x86)\Remote Utilities - Host\Logs\ and send it to us to support@remoteutilities.com.

Looking forward to your reply.

Hediyeh Mohammadi, User (Posts: 3)

May 19, 2023 2:14:34 pm EDT

Support level: Free or trial

Hello,
I followed your suggestions. I was able to connect to the Host; however, I lost the connection again and faced the same issue as before (the Host shows online but when I try to connect to it, it goes offline).

Pauline, Support (Posts: 2697)

May 19, 2023 4:22:14 pm EDT

Hello Hediyeh,

Do you have any antivirus software running on your Host machine? It seems like the issue might be occurring because something is forcibly interrupting the connection, which might be a part of some antivirus software activity. Please try adding the Host installation folder C:\Program Files (x86)\Remote Utilities - Host\ to the a/v software exceptions list as described in this guide. After adding the folder to the exceptions, please make sure to restart your Host machine.

Let us know if this helps to resolve the issue.

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