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[ Closed ] [Resolved] Host shows online but goes offline when clicked

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Pauline, Support (Posts: 2774)

Feb 08, 2022 4:48:44 pm EST

Hello Bobby,

Thank you for your message.

Please try upgrading your Remote Utilities installation to the latest version 7.1.2.0 by following this step-by-step guide and see if this helps to resolve the issue.

Hope that helps.

Bobby S.D., User (Posts: 6)

Feb 09, 2022 11:03:12 am EST

Support level: Free or trial

That didnt help.

Pauline, Support (Posts: 2774)

Feb 09, 2022 4:01:20 pm EST

Hello Bobby,

Thank you for your message.

Could you please clarify if your Host and Viewer are now both upgraded to the latest version 7.1.2.0? Could you please let us know what exact steps have you already performed and at what exact step does the issue occur?

Looking forward to your reply.

Philip Peffers, User (Posts: 1)

Feb 23, 2022 12:33:42 pm EST

Support level: Free or trial

I have a similar issue....

My hosts are on version 6.10.10.0 and my viewer is also 6.10.10.0. I can remote into both devices, but when I try to use one device to remote to the other, it shows ONLINE but immediately changes to OFFLINE and will not connect.

So, from a 3rd computer, I can remote onto computer A and B (at the same time) but I can NOT get computer A to remote onto Computer B. It shows it is ONLINE, but as soon as I try and connect it switches to OFFLINE, and says Unable to connect Attempts left: 5....etc. After a minute or two, the computer will show ONLINE again...

This connection has worked in the past without an issue, so this just seemed to "happen"....

I have:
flushed the DNS
turned off the IPv6 ability
rebooted
removed completely viewer
reinstalled the viewer

and still have had no luck.

Any help is greatly appreciated.

Phil

(I did notice that the Viewer says "Trial Version 31 days left", which is the same count it gave me yesterday...)

Edited:Philip Peffers - Feb 23, 2022 12:43:23 pm EST

Pauline, Support (Posts: 2774)

Feb 24, 2022 9:26:16 am EST

Hello Philip,

Thank you for your message.

Please note that the Internet-ID connection for version 6 of Remote Utilities registered with the free license or running in a trial mode was discontinued. For more information on these changes please see this page.

In order to resolve this issue, please upgrade your Remote Utilities installation to the latest version 7.1.2.0 as described here. After upgrading your both Host and Viewer to the latest version, you should be able to connect using Internet-ID connection.

Hope that helps.

jason Workman, User (Posts: 2)

Feb 12, 2023 10:31:23 pm EST

Support level: Free or trial

I have a Client offline with the old version I havent been able to get back onto , can I please have a temporary key again teh one in the guide says its expired

Edited:jason Workman - Feb 12, 2023 10:31:59 pm EST

Pauline, Support (Posts: 2774)

Feb 13, 2023 10:35:50 am EST

Hello Jason,

Thank you for your message.

Yes, unfortunately, the temporary license key we've provided for the updates has already expired since it was only valid until February 14, 2022.
Please update your Host manually by downloading the Host installation file of the latest version 7.1.7.0 on this page. Then run the installer on the target Host machine and follow the steps provided by the installation wizard.

Hope that helps.

jason Workman, User (Posts: 2)

Feb 16, 2023 11:12:34 pm EST

Support level: Free or trial

Since I cant access the remote PC , and its likely runnign older 6.xxx , and you cant provide me with another temp license key

Are you saying that if I purchase a starter license these older remote 6.xxx clients will allow access and i will be able to update the client ?

Pauline, Support (Posts: 2774)

Feb 17, 2023 11:30:37 am EST

Hello Jason,

Yes, having your Viewer registered with a commercial license will make it capable of connecting to older versions of Hosts. Alternatively, it's always an option to update the Host manually - even if someone else has access to the remote machine, you can send them a custom One-Click installer or even the vanilla installer, both will do the job.

Let us know if you have more questions.

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