Forums

New to Remote Utilities; Cannot Connect

Page:

Daniel Rutledge, User (Posts: 5)

Jan 31, 2017 11:06:39 am EST

Greetings, everyone!

I am using the most up to date version of Host and Viewer. Host is on my computer at home, and Viewer is on my computer at work.

The thing is, I am not able to connect from Viewer to Host. My friend, however, has Viewer on his computer at work and was able to connect to my Host just fine, so it seems to be either a problem with my Viewer or a problem with my outgoing signal. I tried to connect and I have the event log in a quote below.

31-01-2017__10:49:21__423 Connection #916320. Connection to "GUARDIAN". Mode: <Authorization>. Connecting...
31-01-2017__10:49:21__423 InetConnection #916320. Internet connection to GUARDIAN (id.remoteutilities.com:5655).
31-01-2017__10:49:36__983 CheckID Connection to internet-id error. Host: "id.remoteutilities.com:443". Exception class: "EIdConnectTimeout". Message: "Connect timed out.".
31-01-2017__10:49:36__983 CheckID Connection to internet-id error. Host: "id.remoteutilities.com:443". Exception class: "EIdConnectTimeout". Message: "Connect timed out.".
31-01-2017__10:49:42__430 InetConnection to internet-id server #916320 Error. Name: "GUARDIAN", host: "id.remoteutilities.com:5655". Exception class: "EIdConnectTimeout". Message: "Connect timed out.".
31-01-2017__10:50:03__427 InetConnection to internet-id server #916320 Error. Name: "GUARDIAN", host: "id.remoteutilities.com:443". Exception class: "EIdConnectTimeout". Message: "Connect timed out.".
31-01-2017__10:50:03__427 InetConnection to internet-id server #916320 Error. Name: "GUARDIAN", host: "id.remoteutilities.com:443". Exception class: "EIdConnectTimeout". Message: "Connect timed out.".
31-01-2017__10:50:03__427 Connection #916320. Connection to "GUARDIAN" failed. Mode: <Authorization>.
31-01-2017__10:50:03__427 Context #916320 removed. Mode: <Authorization>.

Also, when the computer is sitting idle, I get the following information:

31-01-2017__11:03:37__088 CheckID Connection to internet-id error. Host: "id.remoteutilities.com:443". Exception class: "EIdConnectTimeout". Message: "Connect timed out.".
31-01-2017__11:03:37__088 CheckID Connection to internet-id error. Host: "id.remoteutilities.com:443". Exception class: "EIdConnectTimeout". Message: "Connect timed out.".
31-01-2017__11:04:16__104 CheckID Connection to internet-id error. Host: "id.remoteutilities.com:5655". Exception class: "EIdConnectTimeout". Message: "Connect timed out.".

...and it just repeats every so often, those same three.

I was using TeamViewer before and didn't mind it, but my coworkers are going gaga over Remote Utilities. I have to admit that just getting it to work alone is starting to jade my opionion of RU, so I'm not certain what to do but ask for help.

Thanks!

Conrad, Administrator (Posts: 1573)

Jan 31, 2017 11:13:04 am EST

Hello Daniel,

Thank you for your post.

so it seems to be either a problem with my Viewer or a problem with my outgoing signal.

Yes, if a third-party can connect successfully to your Host, then the problem is with most likely on the Viewer side.

One question before we proceed - are you using Viewer in a corporate network? I'm asking that because corporate network policies are often very strict and rather block any connections by default than allow them. The Viewer must be able to connect to our intermediary server , at least if you use Internet ID connection type and specify our default server as a relay (this is the default option).

Like Remote Utilities? Write a review:
https://www.remoteutilities.com/about/write-review.php

Daniel Rutledge, User (Posts: 5)

Jan 31, 2017 11:19:11 am EST

Thanks for the quick reply!

I am using a corporate network, but here's the thing: So it my friend who is able to connect to my Host. He and I are using the same connection, but for some reason, he is able to connect, while I am not. I am also able to connect through the corporate network using TeamViewer as well, so I don't believe that has to do with it, but I could be wrong.
Edited:Daniel Rutledge - Jan 31, 2017 11:20:46 am EST

Conrad, Administrator (Posts: 1573)

Jan 31, 2017 11:22:40 am EST

Hello Daniel,

I am using a corporate server, but here's the thing: So it my friend who is able to connect to my Host. He and I are using the same connection, but for some reason, he is able to connect, while I am not.

This narrows down the issue to your specific Viewer workstation or connection properties. Make sure that you use correct Internet-ID number or better still - delete the connection entry in your Viewer, restart the Viewer and add a new connection from scratch. Also, you may refer to this list for solutions to potential issues with internet-ID connection:

https://www.remoteutilities.com/support/docs/internet-id-connection-not-working/

Hope that helps.

Like Remote Utilities? Write a review:
https://www.remoteutilities.com/about/write-review.php

Conrad, Administrator (Posts: 1573)

Jan 31, 2017 11:24:33 am EST

Daniel,

Could you send your Internet-ID (NOT the password, just the ID) to me via forum private message or at support@remote-utilities.com. I will check if your Host is accessible to verify that it's the issue on your Viewer side.

Thanks.

Like Remote Utilities? Write a review:
https://www.remoteutilities.com/about/write-review.php

Daniel Rutledge, User (Posts: 5)

Jan 31, 2017 11:47:23 am EST

I have sent you the PM, Conrad! Thanks for offering to help!

Conrad, Administrator (Posts: 1573)

Jan 31, 2017 12:34:56 pm EST

Hello Daniel,

Ok, received. I tried to connect and received a password prompt which means that connection would have been successful had I known the password.

Although I still think it's something with security policy on the PC or network security policy, you can try another solution.

1. Close the Viewer.

2. Access the folder C:\Users\YOUR_USERNAME\AppData\ Roaming\Remote Utilities Files\ . The AppData folder may be hidden so you'll need to enable "Show hidden files and folders" in Windows.

3. Locate the file config_4.xml and delete it.

4. Start the Viewer and try connecting this time.

Let me know if the problem persists. If it does, we'll be looking further into the problem.

Thanks.

Like Remote Utilities? Write a review:
https://www.remoteutilities.com/about/write-review.php

Daniel Rutledge, User (Posts: 5)

Jan 31, 2017 12:56:32 pm EST

I followed this process, and my problem is still persisting. Once I started it back up, it asked to check the web for updates. When I clicked "Yes," but nothing happened once I did.

Conrad, Administrator (Posts: 1573)

Jan 31, 2017 2:25:18 pm EST

Hello Daniel,

I will now convert this thread to a support ticket and we'll continue there. We may have a remote session and check if your Viewer is at all able to connect to any Hosts (e.g. our hosts here) and try to find the root cause.

I'll provide more details in the ticket. Thanks.

Like Remote Utilities? Write a review:
https://www.remoteutilities.com/about/write-review.php

Daniel Rutledge, User (Posts: 5)

Jan 31, 2017 2:44:05 pm EST

Thanks, Conrad. I wont be at work much longer, though. I will only be here until 4:00pm EST. After that, I'll be at home.
Page:

* Website time zone: America/New_York (UTC -5)