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(self-hosted ID server) Computer goes offline when I log on

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Michael Wigle, User (Posts: 9)

Apr 10, 2018 11:23:22 am EDT

I am running RU 6.8.0.1 Viewer and Host through RU Server version 2.6. It generally works well but I will occasionally (maybe once in 10 connections) go to logon to a computer that shows online only to have it go offline. I can then attempt to logon to the offline computer and it will go online and  [censored] so I can control it. I managed to actually catch the event in the Viewer log today but wasn't sure what the best way to provide that to you would be. I can show you a small snippet that shows the crux of the issue here:

First, I attempt to connect to the online PC and it goes offline
10-04-2018__11:05:01__834 Connection #387865. Connection to "IT-Support.CINCYBLIND.LOCAL". Mode: <Authorization>. Connecting...
10-04-2018__11:05:01__839 InetConnection #387865. Internet connection to IT-Support.CINCYBLIND.LOCAL (ru.cincyblind.org:5655).
10-04-2018__11:05:01__970 InetConnection #387865. Method "Connect" - OK. IT-Support.CINCYBLIND.LOCAL connected to ID server: ru.cincyblind.org.
10-04-2018__11:05:02__053 InetConnection #387865. Socket error. Name: "IT-Support.CINCYBLIND.LOCAL", host: "ru.cincyblind.org:5655". Exception class: "EIdConnClosedGracefully". Message: "Connection Closed Gracefully.".
10-04-2018__11:05:02__063 Connection #387865. Connection to "IT-Support.CINCYBLIND.LOCAL" failed. Mode: <Authorization>.
10-04-2018__11:05:02__067 Context #387865 removed. Mode: <Authorization>.

Then I attempt to log on to the offline PC and it goes online and connects
10-04-2018__11:05:18__514 Connection #736329. Connection to "IT-Support.CINCYBLIND.LOCAL". Mode: <Authorization>. Connecting...
10-04-2018__11:05:18__519 InetConnection #736329. Internet connection to IT-Support.CINCYBLIND.LOCAL (ru.cincyblind.org:5655).
10-04-2018__11:05:18__650 InetConnection #736329. Method "Connect" - OK. IT-Support.CINCYBLIND.LOCAL connected to ID server: ru.cincyblind.org.
10-04-2018__11:05:19__662 InetConnection #736329 - IT-Support.CINCYBLIND.LOCAL need. Server version: 66003
10-04-2018__11:05:19__865 InetConnection #736329. IT-Support.CINCYBLIND.LOCAL - detection of the direct route - started.

Thoughts?

Conrad, Support (Posts: 2406)

Apr 10, 2018 12:45:31 pm EDT

Hello Michael,

Thanks for the information. We will examine the log. Perhaps, we'll also need other logs - we'll let you know soon.

As a PRO customer you can also create a personalized support ticket by the way, where you can attach the logs and other non-public information.

Michael Wigle, User (Posts: 9)

Apr 10, 2018 12:57:15 pm EDT

Yup, I thought I would start with the public route in case others run into the same problem. But if we need to go the private route we can do that too. The log has some pretty detailed data about my infrastructure so I definitely would prefer to keep that as private as possible. :)

Conrad, Support (Posts: 2406)

Apr 10, 2018 1:08:58 pm EDT

Hi Michael,

Yes, of course, whatever is more convenient to you.

Igor Николаевич, User (Posts: 4)

Sep 22, 2018 2:57:52 am EDT

I have the same error "need. Server version: 66003"
Would you please tell me a solution for this problem?

Conrad, Support (Posts: 2406)

Sep 24, 2018 6:24:32 am EDT

Hello Igor,

Could you tell us what the server version is by looking at the Admin Console window (Help -> About).

Thanks!

Igor Николаевич, User (Posts: 4)

Sep 24, 2018 4:02:07 pm EDT

Pedro Peracio, User (Posts: 2)

Sep 24, 2018 4:36:12 pm EDT

I've been the same trouble today. Please How to fix it ?

Alex, User (Posts: 15)

Sep 24, 2018 8:56:10 pm EDT

Michael -

Your issue is connecting to the machine from the Viewer, using the Server?
Is the server on the same LAN as your viewer? Have you tried via IP or FQDN? Could also be a bad password.

Conrad, Support (Posts: 2406)

Sep 25, 2018 3:24:41 pm EDT

I recommend that you upgrade your Viewer, Server and at least one of the Hosts to the latest beta version (available here https://www.remoteutilities.com/download/beta.php ) and see if the issue persists with that Host. There has been a lot of changes made in terms of stability improvement in the latest beta version.
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