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Connecting on new computer
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Hal Hawkins,
User (Posts: 6)
Mar 30, 2025 2:44:55 pm EDT
Support level: Free or trial
I installed the 10-user version of Viewer and Host last week and they worked great. I use Remote Utilities to connect my home laptop to a minicomputer I use to run my astrophotography rig on my driveway. I just got a new minicomputer and installed host v7.6.2.0 on it and set up a password. Now when I run Viewer it shows the older minicomputer and the new one on the list, but when I right-click the box and select "full control" (or anything else) it says "unable to connect for 5 tries". All computers are running Windows 11 Pro. What do I need to do?
Conrad Sallian,
Support (Posts: 3126)
Mar 30, 2025 3:16:49 pm EDT
Hello Hal,
Thank you for your message.
It looks like you cannot connect to the new PC where the Host installed. Depending on whether you connect using a direct connection or INternet-ID connection, one of these troubleshooting guides may help:
Can't connect using direct connection
Can't connect using Internet-ID
Hope that helps.
Thank you for your message.
It looks like you cannot connect to the new PC where the Host installed. Depending on whether you connect using a direct connection or INternet-ID connection, one of these troubleshooting guides may help:
Can't connect using direct connection
Can't connect using Internet-ID
Hope that helps.
Hal Hawkins,
User (Posts: 6)
Mar 30, 2025 5:34:22 pm EDT
Support level: Free or trial
Thank you for the speedy reply!
However, I have already worked through all those possibilities.
However, I have already worked through all those possibilities.
Conrad Sallian,
Support (Posts: 3126)
Mar 31, 2025 4:08:11 am EDT
Hello Hal,
Feel free to send us your Host log files to support@remoteutilities.com for examination. You can zip the files before sending.
The Host keeps its logs (as html files) in this folder: C:\ProgramData\Remote Utilities\Logs
Note: the 'Program Data' folder is hidden in Windows by default. You should first enable 'Show hidden folders' in Windows Explorer.
Feel free to send us your Host log files to support@remoteutilities.com for examination. You can zip the files before sending.
The Host keeps its logs (as html files) in this folder: C:\ProgramData\Remote Utilities\Logs
Note: the 'Program Data' folder is hidden in Windows by default. You should first enable 'Show hidden folders' in Windows Explorer.
Hal Hawkins,
User (Posts: 6)
Mar 31, 2025 4:36:11 pm EDT
Support level: Free or trial
Thank you again for replying rapidly. I found the Host log files from the new minicomputer. I am sending them via the email you sent.
Conrad Sallian,
Support (Posts: 3126)
Apr 01, 2025 4:07:51 am EDT
Hello Hal,
Thank you for the logs. There are the following errors:
Hope that helps.
Thank you for the logs. There are the following errors:
Socket Error # 11001 Host not found.(EIdSocketError)Usually it means that the Host computer cannot find the ID server. Here is a related knowledge base article: https://www.remoteutilities.com/support/kb/socket-error-11001-host-not-found/
Hope that helps.
Hal Hawkins,
User (Posts: 6)
Apr 01, 2025 12:13:00 pm EDT
Support level: Free or trial
Thank you again for providing help quickly. I read the knowledge base article about Socket error #11001 and tried all three steps. Step 1: Clear DNS cache. I cleared it with no effect. I might mention, the blue icon for Host does not show up in the tray on either the new minicomputer or the older Beelink minicomputer on which I can connect with no problem. However, I restarted the new minicomputer and still couldn't connect, so I'm sure Host was restarted after I cleared the DNS cache.
Step 2: Sure enough, I cannot ping id.remoteutilities.com, it times out. However, that is also the case on my laptop and on the Beelink when it is connected via Remote Utilities. Also, I do not use your public Internet ID service, I use direct connection.
Step 3: Yes, I checked, and outbound connections are allowed on my firewall. I clicked the link in the Step 3 suggestions, and I don't know anything about Remote Utilities Server, I don't think it is part of my configuration with just Viewer and Host running.
Step 2: Sure enough, I cannot ping id.remoteutilities.com, it times out. However, that is also the case on my laptop and on the Beelink when it is connected via Remote Utilities. Also, I do not use your public Internet ID service, I use direct connection.
Step 3: Yes, I checked, and outbound connections are allowed on my firewall. I clicked the link in the Step 3 suggestions, and I don't know anything about Remote Utilities Server, I don't think it is part of my configuration with just Viewer and Host running.
Conrad Sallian,
Support (Posts: 3126)
Apr 02, 2025 5:03:54 am EDT
Hello Hal,
With a direct connection, it’s a different story—you do not need to check connectivity with the ID server at all. For direct connections, Internet-ID is not required, and you don’t even need to enable it in the Host settings if you plan to connect directly.
When direct connection issues arise, they are usually related to local IP addressing (routing/traversing) and port configuration. For instance, if the Viewer and Host are on the same network but different subnets—i.e., separated by a router—you’ll need to set up a port forwarding rule on that router. Without this, the Viewer cannot reach the Host via direct connection.
Additionally, make sure the listening port on the Host computer (5650 by default) is not blocked by Windows Firewall or any third-party firewall on that machine.
Have you already referred to the Knowledge Base article “Direct connection not working”? It lists all possible reasons why a direct connection might fail.
Let me know if you need further help.
With a direct connection, it’s a different story—you do not need to check connectivity with the ID server at all. For direct connections, Internet-ID is not required, and you don’t even need to enable it in the Host settings if you plan to connect directly.
When direct connection issues arise, they are usually related to local IP addressing (routing/traversing) and port configuration. For instance, if the Viewer and Host are on the same network but different subnets—i.e., separated by a router—you’ll need to set up a port forwarding rule on that router. Without this, the Viewer cannot reach the Host via direct connection.
Additionally, make sure the listening port on the Host computer (5650 by default) is not blocked by Windows Firewall or any third-party firewall on that machine.
Have you already referred to the Knowledge Base article “Direct connection not working”? It lists all possible reasons why a direct connection might fail.
Let me know if you need further help.
Hal Hawkins,
User (Posts: 6)
Apr 02, 2025 8:51:19 am EDT
Support level: Free or trial
Thanks again. Viewer and Host are connected to the same router. I did read the direct connection troubleshooting guide, I'll reread it and play with Windows Firewall some more.
Conrad Sallian,
Support (Posts: 3126)
Apr 02, 2025 9:51:39 am EDT
Hello Hal,
If the inbound TCP port 5650 is open on the Host PC, the Host service is running, and the Viewer and Host are in the same subnet, there shouldn’t be any reason why the connection wouldn’t work—except, perhaps, interference from security software.
If the inbound TCP port 5650 is open on the Host PC, the Host service is running, and the Viewer and Host are in the same subnet, there shouldn’t be any reason why the connection wouldn’t work—except, perhaps, interference from security software.
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