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Hosts unavailable

Alan Eidson, User (Posts: 5)

Apr 14, 2016 7:58:19 pm EDT

Hello,

Host and Viewer ver 6.3.0.6. Win7 Host / Viewer Internet ID 5 Hosts

I have been able to connect using Internet ID up until a little after 2/5/16 and then none of the hosts are accessible. I tested with my local host machine and I couldn't connect as well. After reinstalling the host on the local test machine, I was able to connect. I have had the staff at the remote site reinstall the Host app on one of the Host computers, but I still have no access. This has ticked on for some time now mainly because of their availability and now i need to do maint. on the hosts. I have affirmed that the remote host machines do have internet access and I am awaiting information fr om the network administrators to determine if any ports are blocked on the VLAN wh ere the host machines reside.

In the meantime, the Event log gives me;

14-04-2016__18:25:37__902 Connection #807377. Connection to "my internet id". Mode: <Authorization>. Connecting...
14-04-2016__18:25:37__902 InetConnection #807377. Internet connection to "my connection name" (server.rutils.com:5656).
14-04-2016__18:25:38__027 InetConnection #807377. Method "Connect" - OK. "my connection name" connected to ID server: server.rutils.com.
14-04-2016__18:25:38__886 Connection #807377. Connection to "my internet id" failed. Mode: <Authorization>.
14-04-2016__18:25:38__886 Context #807377 removed. Mode: <Authorization>.

Has RU made wide sweeping changes that would affect all of my hosts?

Jerry Mallett, User (Posts: 1)

Apr 17, 2016 7:21:07 am EDT

Support level: Free or trial

This may well be the same issue I'm having.

3 broadband connections at work with 3 static IP addresses.

From time to time I will change which router/ip address I use for a gateway
and if I don't change back to the one I was using when I installed RUT
then the ID won't work. I can't log on.

This is a pain in the butt. Is there anyway round this issue.

Is it not possible to have the host detect this type of change and advise the user accordingly?

<censored>

Jerbear

Alan Eidson, User (Posts: 5)

Apr 19, 2016 10:47:22 am EDT

Support level: Free or trial

The network admin had indeed blocked the ports....well, the entire ip address of RU intermediary server because the isp where RU hosts that server is known for hosting many malicious sites. So consequently, that ip is on a black list.

However, after removing the block, my issue remains.

19-04-2016__09:44:28__557 Connection #355342. Connection to "Airboat". Mode: <Authorization>. Connecting...
19-04-2016__09:44:28__557 InetConnection #355342. Internet connection to Airboat (server.rutils.com:5656).
19-04-2016__09:44:28__745 InetConnection #355342. Method "Connect" - OK. Airboat connected to ID server: server.rutils.com.
19-04-2016__09:44:30__870 Connection #355342. Connection to "Airboat" failed. Mode: <Authorization>.
19-04-2016__09:44:30__870 Context #355342 removed. Mode: <Authorization>.

I will once again have staff at the remote location uninstall and reinstall the host app.

I wish that RU would change isp

Conrad Sallian, Support (Posts: 2975)

Apr 21, 2016 7:55:11 am EDT

Hello Alan,

Thank you for your message.

There were neither any downtimes of our servers, nor any changes to the program. Remote Utilities simply doesn't have any auto-update capabilities, so even if we released a new update that wouldn't affect your installations.

We will check information about black listing. However, our servers always have a static IP address - for example, our primary server as well as secondary servers didn't change its IP address for years, and the server itself is the only application/service that is running there. So it would be rather strange if that IP address were added to a black list - there's simply no email or web service there to host anything malicious (even if we hypothesize so :) ).

It would also help looking at your Host log files. Could you please submit a ticket and attach your Host logs to the ticket. Perhaps, the Host can't connect to the intermediaries because of a DNS issue or something else. But we need to take a look at the logs to be sure.

Conrad Sallian, Support (Posts: 2975)

Apr 21, 2016 8:13:14 am EDT

Hello Jerry,

I will request our development team regarding this. Looks like this issue should be fixed in the upcoming version, but I need to check for sure.

Regarding other software comparisons - they are not allowed on this forum. We reserve the right to delete or censor such messages. Thank you for your understanding.

Jerry Mallett, User (Posts: 1)

Apr 26, 2016 6:18:12 am EDT

Support level: Free or trial

Conrad Sallian wrote:
Hello Jerry,
Regarding other software comparisons - they are not allowed on this forum. We reserve the right to delete or censor such messages. Thank you for your understanding.

Sorry for the comparisons. I wasn't aware I was stepping out of line..

Conrad Sallian, Support (Posts: 2975)

Apr 26, 2016 11:36:14 am EDT

No problem, Jerry. Thank you.

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