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Error connecting started on 5/30, Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout)

Rick Shields, User (Posts: 4)

Jun 06, 2016 2:53:24 pm EDT

I have a client who uses this software.

They are complaining it is not connecting suddenly starting on 5.30.16.

It has been working for over a year. We are a MSP so I have all tickets documented, and we have no firewall changes requested on that day. In fact we do not block any outbound ports on our firewalls.

when i try to telnet to your server, server.rultils.com on 563 it fails. That tells me your server is not accepting connections on 563.

28.05.2016---02:36:21:487 96 Internet-ID: Connection established ID: 293-446-546; Port: 563; Try count: 2
29.05.2016---02:35:31:361 96 Internet-ID: Connection established ID: 293-446-546; Port: 5655; Try count: 1
30.05.2016---02:35:26:366 63 Exception: Socket Error # 10054 Connection reset by peer. (EIdSocketError). Information
30.05.2016---02:35:26:471 63 Exception: Socket Error # 10054 Connection reset by peer. (EIdSocketError). Information
30.05.2016---02:35:31:514 96 Internet-ID ErrorCode <> 0 Error code: 1
30.05.2016---02:39:35:178 96 Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout)
30.05.2016---02:39:40:183 96 Internet-ID ErrorCode <> 0 Error code: 1
30.05.2016---02:43:43:858 96 Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout)
30.05.2016---02:43:48:863 96 Internet-ID ErrorCode <> 0 Error code: 1
30.05.2016---02:47:52:512 96 Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout)
30.05.2016---02:47:57:519 96 Internet-ID ErrorCode <> 0 Error code: 1
30.05.2016---02:52:01:161 96 Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout)
30.05.2016---02:52:06:167 96 Internet-ID ErrorCode <> 0 Error code: 1
30.05.2016---02:56:09:776 96 Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout)

I have tried to install this internally on on test machines and get the same error.

They have 6 machines doing this and it all started on 5/30/16.

Rick Shields, User (Posts: 4)

Jun 06, 2016 3:04:25 pm EDT

Our network engineers show that the connections are going out just fine, but there is no establishment of any connection at all on the server.rutils.com server on port 563.

Rick Shields, User (Posts: 4)

Jun 06, 2016 4:51:41 pm EDT

And I can see that the system tray icon doesn't have the blue dot. it is grey. so that backs up that it is not getting a connection from your server(s).

Conrad, Administrator (Posts: 1163)

Jun 06, 2016 6:59:06 pm EDT

Hello Rick,

I responded to you via the tickets you submitted. Your request was forwarded to our dev team for examination.

Yes, the grey dot says that the Host can't connect to the intermediary server.

Rick Shields, User (Posts: 4)

Jun 07, 2016 12:33:58 pm EDT

Wanted to update everyone. looks like OpenDNS was the issue. at some point on 5/30 OpenDNS was classifying your server as malware.

We had to whitelist it. I could see this happening to others so this may be helpful.

Conrad, Administrator (Posts: 1163)

Jun 07, 2016 1:40:17 pm EDT

Hello Rick,

Thank you for the information. Much appreciated!

Conrad, Administrator (Posts: 1163)

Jun 09, 2016 4:51:28 am EDT

Update on this issue: we contacted OpenDNS and they removed the block. Now it should be ok.

Mohd Ismail, User (Posts: 2)

Aug 08, 2016 10:00:31 pm EDT

Hi, I don't mean to hijack the thread, but I am having the same issue where I have a host in my company that shows the white/grey tray icon instead of blue tray icon. Upon viewing the log, I get the exact same error message shown above.

09.08.2016---09:36:01:386 34 RUT Host 63006 is started. Windows 6.1 64bit
09.08.2016---09:36:54:929 96 Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout)
09.08.2016---09:36:59:929 96 Internet-ID ErrorCode <> 0 Error code: 1
09.08.2016---09:38:23:430 96 Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout)
09.08.2016---09:38:28:431 96 Internet-ID ErrorCode <> 0 Error code: 1
09.08.2016---09:39:52:011 96 Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout)
09.08.2016---09:39:57:012 96 Internet-ID ErrorCode <> 0 Error code: 1
09.08.2016---09:41:20:507 96 Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout)
09.08.2016---09:41:25:508 96 Internet-ID ErrorCode <> 0 Error code: 1
09.08.2016---09:42:49:010 96 Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout)
09.08.2016---09:42:54:011 96 Internet-ID ErrorCode <> 0 Error code: 1
09.08.2016---09:44:17:643 96 Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout)
09.08.2016---09:44:22:644 96 Internet-ID ErrorCode <> 0 Error code: 1
09.08.2016---09:45:46:155 96 Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout)
09.08.2016---09:45:51:181 96 Internet-ID ErrorCode <> 0 Error code: 1
09.08.2016---09:47:14:725 96 Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout)
09.08.2016---09:47:19:726 96 Internet-ID ErrorCode <> 0 Error code: 1
09.08.2016---09:48:43:263 96 Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout)
09.08.2016---09:48:48:264 96 Internet-ID ErrorCode <> 0 Error code: 1

My question is, how do I go about figuring out where the problem is, whether it's at the router of my company, or somewhere else? Is there a backtrace-like tools that I can use? I tried to ping server.rutils.com, and the ping returns connection is ok.

UPDATE: I try to telnet to server.rutils.com port 563, and I get Network error: Connection timed out. Note that I am connecting from Malaysia.
Edited:Mohd Ismail - Aug 08, 2016 10:06:09 pm EDT

Conrad, Administrator (Posts: 1163)

Aug 09, 2016 8:56:03 am EDT

Hello Mohd,

Thank you for your message.

Our servers are running with 100% uptime recently so it's definitely not the server's fault. The most obvious reason why your Host cannot connect is a firewall problem, namely blocked outgoing ports which are used by the Host.

You can find more information about the ports in this documentation article https://www.remoteutilities.com/support/docs/ports-used-by-remote-utilities/

NOTE: the article mentions version 6.5 which has not been released yet. The beta is coming this week though. In this new version the number of ports will be reduced - in fact you'll only have to have one outbound port open (5655) in addition to port 443.

Hope that helps.

Mohd Ismail, User (Posts: 2)

Aug 09, 2016 8:01:24 pm EDT

You are correct, I have determined that the problem is with the outbound port 563 not open. Any hint when will the new version be ready for release?
Edited:Mohd Ismail - Aug 09, 2016 8:04:54 pm EDT
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