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Hello Anish,

Thanks for posting.

Our public Internet-ID servers were down for part of this morning, right when you wrote, and that alone stopped Internet-ID connections for everyone. It's fixed now, so please check first whether the Viewer works again.

If it still doesn't, please answer each of these, so we can find the cause:

• Does it work now, after this morning's outage was fixed?
  
• Have you updated the Viewer? 2.0.1.0 is not the latest: the current version for macOS is 2.1.1, on our download page.
  
• Have you updated the Hosts you connect to as well? The current versions are 7.9.0.0 on Windows and 2.1.1 on macOS and Linux.
  
• Which version of macOS is your Mac running?
  
• What exactly happens: does the Viewer not start, or does it start but fail to connect? If there's an error message, a screenshot of it helps.
  

Once we have that, we can take it from there.

Hi João,

Thanks for the details.

Your Host is version 7.1.2.0, from January 2022. The current version is 7.9.0.0, and Viewer and Host should be on the same version: a mismatch between them is the first thing to rule out when a Host stops accepting connections. So please update the Host first. Since the Viewer can't connect to it at the moment, the update has to be run on the Host computer itself, with the installer from our download page. Updating keeps the Host's settings, including its Internet-ID.

If it still refuses connections after that, please tell us:

• Which Viewer you use (Windows or macOS) and its version.
  
• The exact message the Viewer shows when you try to connect. A screenshot helps.
  

If you connect from the macOS Viewer, check the authentication method too: the macOS Viewer can't log on with Windows Security, so the Host needs Single password or Remote Utilities security enabled in its settings.

Anish, if you are still having trouble, the questions in our previous reply apply to you as well.

Let us know how it goes.