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Restart and reconnect work / don't work

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Io rX, User (Posts: 8)

Jul 23, 2015 5:02:44 pm EDT

Support level: Free or trial
Restart from windows (via Restart button in Windows update, Restart from Start button, Restart from cmd.exe/Shutdown.exe) and I can't reconnect. Restart from the viewers Power-menu within RU and I can reconnect.

Very strange behavior. I'm doing it wrong or is it a feature?

I've got a log which has allot of this at the end:


23.07.2015---21:09:10:031 34   RUT Host 63006 är startad. Windows 6.1 64bit 
23.07.2015---21:10:39:396 96   Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout) 
23.07.2015---21:10:44:404 96   Internet-ID ErrorCode <> 0 Error code: 1 
23.07.2015---21:12:14:057 96   Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout) 
23.07.2015---21:12:19:065 96   Internet-ID ErrorCode <> 0 Error code: 1 
23.07.2015---21:13:48:531 96   Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout) 
23.07.2015---21:13:53:539 96   Internet-ID ErrorCode <> 0 Error code: 1 
23.07.2015---21:15:22:989 96   Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout) 
23.07.2015---21:15:27:997 96   Internet-ID ErrorCode <> 0 Error code: 1 
23.07.2015---21:16:57:713 96   Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout) 
23.07.2015---21:17:02:720 96   Internet-ID ErrorCode <> 0 Error code: 1 
23.07.2015---21:18:32:514 96   Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout) 
23.07.2015---21:18:37:522 96   Internet-ID ErrorCode <> 0 Error code: 1 
23.07.2015---21:20:07:206 96   Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout) 
23.07.2015---21:20:12:214 96   Internet-ID ErrorCode <> 0 Error code: 1 
23.07.2015---21:21:41:914 96   Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout) 
23.07.2015---21:21:46:922 96   Internet-ID ErrorCode <> 0 Error code: 1 
23.07.2015---21:23:16:622 96   Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout) 
23.07.2015---21:23:21:629 96   Internet-ID ErrorCode <> 0 Error code: 1 
23.07.2015---21:24:51:330 96   Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout) 
23.07.2015---21:24:56:337 96   Internet-ID ErrorCode <> 0 Error code: 1 
23.07.2015---21:26:26:037 96   Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout) 
23.07.2015---21:26:31:045 96   Internet-ID ErrorCode <> 0 Error code: 1 
23.07.2015---21:28:00:776 96   Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout) 
23.07.2015---21:28:05:784 96   Internet-ID ErrorCode <> 0 Error code: 1 
23.07.2015---21:29:35:484 96   Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout) 
23.07.2015---21:29:40:492 96   Internet-ID ErrorCode <> 0 Error code: 1 
23.07.2015---21:31:10:192 96   Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout) 
23.07.2015---21:31:15:199 96   Internet-ID ErrorCode <> 0 Error code: 1 
23.07.2015---21:32:44:946 96   Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout) 
23.07.2015---21:32:49:954 96   Internet-ID ErrorCode <> 0 Error code: 1 
23.07.2015---21:34:19:535 96   Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout) 
23.07.2015---21:34:24:543 96   Internet-ID ErrorCode <> 0 Error code: 1
This is wh ere the host is logged on by a user. And some of the times a VPN to the Office was established. Same log though.

23.07.2015---21:34:56:913 96   Internet-ID: Connection established ID: 111-222-333; Port: 563; Try count: 2 
23.07.2015---21:41:18:693 36 127.0.0.1 Åtkomst beviljad.   
23.07.2015---21:41:20:799 38 127.0.0.1 Fjärrskärmanslutning. Startad.
Edited:Io rX - Jul 23, 2015 5:05:28 pm EDT

Conrad Sallian, Support (Posts: 2938)

Jul 24, 2015 9:08:12 am EDT

Hello,

Thank you for the message. There is no such feature, and all restarts are supposed to work as intended. So there should be a different cause.

Is this the only Host that behaves that way?

Io rX, User (Posts: 8)

Jul 24, 2015 1:58:20 pm EDT

Support level: Free or trial
No, only got two hosts, so far (migrating away from TeamV. and evaluating RU for the moment), at different locations behaving the same way. Can't figure it out myself. Looks like the host doesn't start as it should or find what it expects when starting again after a reboot.

The only thing I can think of that may confuse RU host and viewer is that I've had VPN active to the destination networks. That makes the source address of the viewer change between sessions.
Edited:Io rX - Jul 24, 2015 6:09:57 pm EDT (Can figure it out myself > Can't figure it out myself)

Conrad Sallian, Support (Posts: 2938)

Jul 24, 2015 6:16:09 pm EDT

Ok, thanks for the information. I'll requested our 2nd tier support regarding this, namely if there is any real difference between restarting using Windows menu and via RU.

Conrad Sallian, Support (Posts: 2938)

Jul 25, 2015 7:30:36 pm EDT

Hello,

The possible explanation is that when you restart using Power Control mode in RU, forced restart is used. That is, even if there's an unsaved work/document or unfinished process on the remote PC, the system will restart anyway.

Elizabeth Munday, Guest

Jul 28, 2015 12:01:56 pm EDT

I have not used the restart using Power control mode.

Io rX, User (Posts: 8)

Aug 03, 2015 3:23:36 pm EDT

Support level: Free or trial
Hi again!

I've had it happen two more times now on two rather different environments. Asking someone on the remote machine to reboot once more or restart the RU-host has solved my connection issues and I'm able to connect again.

Installation of the RU-host. I first logon to the machines with an RDP-session when the client is connected with a VPN (user initiated). I installthe RU-host with elevated privileges and then get an ID from the RU. Restart the machine. The I try to connect with the RU-Viewer to the ID acquired I can't connect.

I'm doing it wrong?

Conrad Sallian, Support (Posts: 2938)

Aug 03, 2015 3:46:16 pm EDT

Io rX wrote:
Installation of the RU-host. I first logon to the machines with an RDP-session when the client is connected with a VPN (user initiated). I installthe RU-host with elevated privileges and then get an ID from the RU. Restart the machine. The I try to connect with the RU-Viewer to the ID acquired I can't connect.

Hello,

If you have a VPN tunnel why would you want to use the ID connection? This unnecessarily complicates the issue by routing the remote access via our servers. Instead, just use the VPN IP address (or dns name if any) of the remote PC for direct point-to-point connection.

Io rX, User (Posts: 8)

Aug 03, 2015 3:58:18 pm EDT

Support level: Free or trial
The machines are at a remote location which I don't have access to and no VPN to. I ask the user to establish a VPN connection to their network so I can get hold of the machines and install the host.

Io rX, User (Posts: 8)

Aug 03, 2015 4:01:01 pm EDT

Support level: Free or trial
Host-log:


03.08.2015---15:22:27:531 	63 	  	Exception: Keep Alive (EIdException).
---
Stack list
(00388CA2){rutserv.exe } [00789CA2] Unknown function at TMethodImplementationIntercept + $31B3FA
(000CBF89){rutserv.exe } [004CCF89] Unknown function at TMethodImplementationIntercept + $5E6E1
(000093C4){rutserv.exe } [0040A3C4]


03.08.2015---15:22:33:256 	63 	  	Exception: Socket Error # 10054 Connection reset by peer. (EIdSocketError).
---
Stack list
(00284F77){rutserv.exe } [00685F77] Unknown function at TMethodImplementationIntercept + $2176CF
(00284EFE){rutserv.exe } [00685EFE] Unknown function at TMethodImplementationIntercept + $217656
(00284E69){rutserv.exe } [00685E69] Unknown function at TMethodImplementationIntercept + $2175C1
(0027D721){rutserv.exe } [0067E721] Unknown function at TMethodImplementationIntercept + $20FE79
(00287855){rutserv.exe } [00688855] Unknown function at TMethodImplementationIntercept + $219FAD
(00294FCE){rutserv.exe } [00695FCE] Unknown function at TMethodImplementationIntercept + $227726
(00290559){rutserv.exe } [00691559] Unknown function at TMethodImplementationIntercept + $222CB1
(00294BB7){rutserv.exe } [00695BB7] Unknown function at TMethodImplementationIntercept + $22730F
(0029A91B){rutserv.exe } [0069B91B] Unknown function at TMethodImplementationIntercept + $22D073
(00388F5E){rutserv.exe } [00789F5E] Unknown function at TMethodImplementationIntercept + $31B6B6
(00008A4A){rutserv.exe } [00409A4A]
(00388CA2){rutserv.exe } [00789CA2] Unknown function at TMethodImplementationIntercept + $31B3FA
(0000880E){rutserv.exe } [0040980E]
(00005BB8){rutserv.exe } [00406BB8]
(0033F050){rutserv.exe } [00740050] Unknown function at TMethodImplementationIntercept + $2D17A8
(0000880E){rutserv.exe } [0040980E]
(00388CA2){rutserv.exe } [00789CA2] Unknown function at TMethodImplementationIntercept + $31B3FA
(00301B9A){rutserv.exe } [00702B9A] Unknown function at TMethodImplementationIntercept + $2942F2
(00301BB4){rutserv.exe } [00702BB4] Unknown function at TMethodImplementationIntercept + $29430C
(00388CA2){rutserv.exe } [00789CA2] Unknown function at TMethodImplementationIntercept + $31B3FA
(00301B9A){rutserv.exe } [00702B9A] Unknown function at TMethodImplementationIntercept + $2942F2
(00301BB4){rutserv.exe } [00702BB4] Unknown function at TMethodImplementationIntercept + $29430C
(00301C28){rutserv.exe } [00702C28] Unknown function at TMethodImplementationIntercept + $294380
(00388CA2){rutserv.exe } [00789CA2] Unknown function at TMethodImplementationIntercept + $31B3FA
(000CBF89){rutserv.exe } [004CCF89] Unknown function at TMethodImplementationIntercept + $5E6E1
(000093C4){rutserv.exe } [0040A3C4]
Edited:Io rX - Aug 03, 2015 4:02:50 pm EDT (CODE formating)
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