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(public ID server) Connections Constantly Dropping

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Conrad, Support (Posts: 2926)

Feb 22, 2018 6:39:53 pm EST

Hello Tom,

There used to be a problem with connections constantly changing their online/offline status back a few updates ago, specifically in 6.5 and 6.6 but it has been fixed since then.

I'm afraid that in your case this might be a network issue. Could you send us your Host log for examination? Here is about host logs.

Feel free to send the file to support@remote-utilities.com.

Kerry Fisher, User (Posts: 8)

Feb 23, 2018 7:05:24 am EST

Support level: Free or trial

Nope I still have the same connection dropping issue from the time I posted back in September 2017. It doesn't matter whether I am connecting to a local PC on my LAN or remote PC. However to be fair I run this on servers and workstation. Not all of them drop the connection. But I can sit and monitor the viewer and watch connection show online then offline.

Conrad, Support (Posts: 2926)

Feb 23, 2018 9:25:42 am EST

Hello Kerry,

Thank you for your message.

We need to see the Host log to see what might be causing the issue. Note that whatever the problem with connectivity the Host log should reflect that. That's why this is essentially the only and final source of any information regarding connectivity problems.

You have also updated Viewer and Hosts to version 6.8.0.1, correct?

jackk, User (Posts: 23)

Mar 05, 2018 4:23:59 pm EST

Support level: Free or trial

This happens to me all the time! The old versions of remote utilities are good, they never drop. [censored] never drops, [censored] never drops, [censored] sharing never drops, Remote Desktop never drops, but the new version of Remote Utility drops ALL THE TIME! It is about where I can't use it anymore. This is over very solid network connections. The new Remote Utilities simply isn't stable. I have tried this from multiple locations, to multiple locations. It is always dropping.

Edited:jackk - Mar 05, 2018 4:27:13 pm EST

Conrad, Support (Posts: 2926)

Mar 05, 2018 4:26:11 pm EST

Hello Jack,

Have you updated both modules - Viewer and Host - to the most recent version? Remember that if there is a version mismatch between Viewer and Host all kinds of issues can happen.

jackk, User (Posts: 23)

Mar 05, 2018 4:38:07 pm EST

Support level: Free or trial

Viewer is 6.8.0.1
Host is 6.8.0.1

Conrad, Support (Posts: 2926)

Mar 05, 2018 4:41:56 pm EST

jackk wrote:

Viewer is 6.8.0.1
Host is 6.8.0.1

Please, check the Host log. You can find it in C:\Program Files(x86)\Remote Utilities - Host\Logs\ . If you see any errors there, such as Socket Error #11001 this may point at Host having troubles getting connected to our intermediary server. I assume that you are using an Internet-ID connection rather than connecting directly using the Host's IP address.

jackk, User (Posts: 23)

Mar 05, 2018 5:16:15 pm EST

Support level: Free or trial

There are errors like this:

05.03.2018---02:35:32:688 96 Internet-ID ErrorCode <> 0 Error code: 1

05.03.2018---02:36:06:202 96 Internet-ID: Connection established ID: 843-708-508-822; Port: 5655; Try count: 1

05.03.2018---10:24:06:444 96 Internet-ID ErrorCode <> 0 Error code: 1

05.03.2018---10:24:37:479 96 Internet-ID: Connection established ID: 843-708-508-822; Port: 5655; Try count: 1

05.03.2018---11:26:47:722 96 Internet-ID ErrorCode <> 0 Error code: 1

05.03.2018---11:27:24:696 96 Internet-ID: Connection established ID: 843-708-508-822; Port: 443; Try count: 2

Conrad, Support (Posts: 2926)

Mar 06, 2018 5:51:08 am EST

Hello Jack,

It's hard to say what exactly that might be, looks like general network problems. Do you have issues with that one Host or all of your Hosts? It is important to isolate the issue first to at least figure out where the problem occurs.

Kim Dawson, User (Posts: 3)

Mar 22, 2018 3:10:59 pm EDT

Support level: Free or trial

I have the same problem as jackk. My versions are identical and my hosts logs have the same types of errors as his. All day long, the pop up for this host comes up every few minutes to tell me it's online.

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