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Remote computer going online / offline constantly

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Alan Halls, User (Posts: 23)

Dec 20, 2017 11:48:39 am EST

Support level: Pro

I am working with a remote PC and in the viewer it keeps bouncing between online and offline. I have tried diagnosing the connection by pinging the remote router and it isn't dropping any packets. When I did get connected, I tried pinging out from the PC to 8.8.8.8 and didn't drop any there either.

With it not seeing the network connection issues, any other things I can try?

Conrad, Support (Posts: 2975)

Dec 20, 2017 2:44:27 pm EST

Hello Alan,

Thank you for your message.

Please, make sure that you updated Remote Utilities (both Viewer and Host) to the most recent version which is 6.8.0.1 as of this writing. Then, just in case, re-issue the Internet-ID - on the host side right-click on the Host icon, select "Internet-ID connection settings", click Advanced and select Get new ID. When the ID is generated update the corresponding connection record in the Viewer address book.

If that doesn't help please, create a ticket and send us the Host logs for examination.

Thank you.

Mario Blataric, User (Posts: 9)

Jul 28, 2018 4:44:02 am EDT

Support level: Free or trial

Hi,

I am having the same problem and I am wondering if issuing new IDs helped?

It is not easy to change IDs for us since problematic computers are customers servers which are not easily accesssable.

Regards,
Mario

Conrad, Support (Posts: 2975)

Jul 28, 2018 4:50:10 am EDT

Hello Mario,

This has never been an ID problem. It's a network problem, in most cases caused by packet loss in the network itself or at ISP or issues with gateway hardware. There are many possible reasons.

What I recommend though is that you try installing the latest beta version https://www.remoteutilities.com/download/beta.php . In this version we implemented some fixes that can help smooth out small network issues and make the overall performance better.

If you install the Beta, make sure that you do that on both ends, Viewer and Host, not just the Viewer or the Host.

Mario Blataric, User (Posts: 9)

Jul 28, 2018 4:54:31 am EDT

Support level: Free or trial

Hi,

Yes this is happening on latest beta downloaded couple of days ago (both host and viewer).

We are using our own ID server, but we have connection issues with only one client (quite important one though).

I can send logs from both sides, but I will need instructions on how to do it.

Regards,
Mario

Regards,
Mario

Conrad, Support (Posts: 2975)

Jul 28, 2018 6:58:32 am EDT

Hello Mario,

Feel free to send the Host log to support@remote-utilities.com. Here is how to locate the Host logs https://www.remoteutilities.com/support/docs/host-log/

Thanks.

Alan Halls, User (Posts: 23)

Jul 28, 2018 11:14:50 am EDT

Support level: Pro

For us updating the ID was easy, but it didn't solve the problem. I was connecting remotely to a client's computer using Visual Studio and the right click wasn't bringing up the menus, or more specifically context menus were not visible during the remote connection. Because of this, I used Remote Utilities to connect to the computer, get the [censored] ID and password and connect using [censored] where I could see the menus.

While using [censored] , my connection was never reset and operated smoothly for hours at a time. Large file transfers were possible without interruption, but the Remote Utilities connection was unstable for more than a few minutes at a time (5-20).

I still use Remote Utilities and like it, but this problem is not a networking issue, or at least it isn't an issue that isn't solvable by better try/catch blocks within Remote Utilities. My office is on a Fiber network which has only gone down 2-3 times within the last 4 years. The problem exists between each location I connect to and is limited to Remote Utilities and not [censored] connections.

I had considered setting up my own Remote Utilities relay host to see if that would help, but have just been too busy. It could be a connectivity issue between Utah and where ever the Remote Utilities server is hosted.

Conrad, Support (Posts: 2975)

Jul 28, 2018 11:44:25 am EDT

Hi Alan,

I was connecting remotely to a client's computer using Visual Studio and the right click wasn't bringing up the menus, or more specifically context menus were not visible during the remote connection.

You should have enabled the option "Capture alpha blending windows". Here is how https://www.remoteutilities.com/support/kb/some-windows-or-menus-are-not-visible/

I had considered setting up my own Remote Utilities relay host to see if that would help, but have just been too busy. It could be a connectivity issue between Utah and where ever the Remote Utilities server is hosted.

Apart from using your self-hosted server please also try the latest beta 6.9.0.1. This from release notes:

The remote screen transfer speed of dynamically changing content (e.g. videos) over slow connections has been increased.

This is not only about slow connections, of course. The very screen capture algorithm in the beta was improved as compared with the current stable version (6.8.0.1).

Hope that helps.

Mario Blataric, User (Posts: 9)

Jul 28, 2018 12:13:09 pm EDT

Support level: Free or trial

Hi,

I sent logs to an email, but there are way to few entries there.
Disconnects happen sometimes every couple of seconds.

I do not believe there are network issues because we often copy gigabytes of data with that client - without a single issue so far.

Also, other remote software we tried are stable as well.

We are evaluating Remote Utilities and like it so far, but we need stable connections to decide for purchase.

Regards,
Mario

Conrad, Support (Posts: 2975)

Jul 30, 2018 5:49:36 am EDT

Hello Mario,

We received the log, thank you.

Unfortunately, the log didn't show any serious errors or something that would explain why this specific Host has issues connecting. If it's possible, could you try to connect this Host to the Internet via another network interface (e.g. Wi Fi or mobile network) and see if the issue persists. This will help isolate the problem and see if it's indeed the network/router to blame or something else.

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