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unable to connect through internet id

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Apr 15, 2025 6:41:34 am EDT

hi for 3 weeks have had trouble unable to connect when it says they online. then it retries 5 times constantly. every now and then it does work -servers hosts are online as othershave connection to them no problems.

any help would be apprciated

error
Exception class: "EIdReadTimeout". Message: "Read timed out.".
15-04-2025__10:41:12__712 Connection #555354. Connection to "Decoder" failed. Mode: <Authorization>.

Pauline, Support (Posts: 2944)

Apr 15, 2025 9:02:09 pm EDT

Hello Joshua,

Thank you for your message.

Before we proceed with further troubleshooting, please see if any of the suggestions listed in this guide might help with resolving the issue.

Let us know if this works for you.

joshua henderson, User (Posts: 2)

Apr 17, 2025 6:12:42 am EDT

Support level: Free or trial

hI I have tried everything on the current laptop - including disable completely the firewall after adding exceptios but its been the same for around 3 weeks. the odd time it has let me access

Pauline, Support (Posts: 2944)

Apr 17, 2025 7:06:55 pm EDT

Hello Joshua,

Thank you for your message.

In this case, could you please send us the full Host log file for examination? You can send just the most recent log file to support@remoteutilities.com.

Looking forward to your reply.

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