Can't consistantly connect to remote host

Mike Tugwell, User (Posts: 4)

Jun 25, 2015 6:37:08 pm EDT

Support level: Free or trial
When I try to connect to one of my remote hosts, it says the computer is Idle or Offline. The event log says:

25-06-2015__15:26:49__504 Connection #201328. Connection to "<Host Name>". Mode: <Authorization>. Connecting...
25-06-2015__15:26:49__504 InetConnection #201328. Internet connection to <Host Name> (
25-06-2015__15:26:49__714 InetConnection #201328. Method "Connect" - OK. <Host Name> connected to ID server:
25-06-2015__15:26:49__824 Connection #201328. Connection to "<Host Name>" failed. Mode: <Authorization>.
25-06-2015__15:26:49__824 Context #201328 removed. Mode: <Authorization>.

I updated the Viewer, and when I tried to remotely update the host I got the message:

Action for: <Host Name> ()
Auth try to the host...
Unable auth.

What's wrong???
Thanks for the help!

Conrad Sallian, Support (Posts: 2589)

Jun 25, 2015 9:14:00 pm EDT

Hello Mike,

It looks like connectivity issues. Can you connect to the remote computer at all? That is, using a certain connection mode like Full Control or Terminal etc.

Also, what is the old version you are upgrading?

Mike Tugwell, User (Posts: 4)

Jun 26, 2015 2:54:45 pm EDT

Support level: Free or trial
Sometimes I can connect just fine. When I can't connect, there is no connection that works. The old version is

Conrad Sallian, Support (Posts: 2589)

Jun 26, 2015 6:41:12 pm EDT

Hello Mike,

You need to upgrade first before we can tell what is happening. Please, upgrade to version

However, I can tell that if you can't connect to any computer , then the problem is probably on the Viewer side. Make sure that no antivirus /firewall is blocking the program's network connections.

Mike Tugwell, User (Posts: 4)

Jun 26, 2015 7:13:53 pm EDT

Support level: Free or trial
I have already upgraded the viewer. I suspect that the problem may be on the host side. The machine I am having trouble with is running Windows 8. I can connect when someone is using the machine, but not when it is idle. Is there an issue with those machines and sleeping?

Conrad Sallian, Support (Posts: 2589)

Jun 27, 2015 3:45:23 pm EDT

Hello Mike,

There might be an issue. We have a planned fix of this issue soon.

Mike Tugwell, User (Posts: 4)

Jun 29, 2015 7:18:52 pm EDT

Support level: Free or trial

I know this is a loaded question that you probably don't have an answer to, but how soon is soon? I'll have to find a workaround until then (I have an idea, but it will be a bit of a pain...)


Conrad Sallian, Support (Posts: 2589)

Jun 30, 2015 9:18:45 am EDT

Hi Mike,

I'll check with our developers if there is any ETA and get back to you soon.

Rui Quinta, User (Posts: 1)

Sep 24, 2015 3:13:53 pm EDT

Support level: Free or trial
Hi Conrad and Mike,

I am also facing the same problem. For some reason I don't understand, although the host is on (always 24/7), when I try to connect - just sometimes - it says that the host is idle. And then, I go there and try to connect using my laptop as viewer next to the host and I see the red circle on RU icon. Than I have to click it directly on the host's desktop to turn blue again so I can connect. My problem is that now I am travelling next week to overseas about 7000 miles from here and how will I connect if it goes red and I won't be able to turn it blue again?

Can you guys help me out on this one?


Rui Quinta

Conrad Sallian, Support (Posts: 2589)

Sep 25, 2015 5:54:16 am EDT


Do you have the hard disk set to sleep after a certain time on the remote PC?

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