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Lost connection through proxy settings
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Graham Doney,
User (Posts: 6)
Jan 25, 2022 8:14:47 am EST
Support level: Free or trial
Pauline,
Support (Posts: 2863)
Jan 25, 2022 3:49:33 pm EST
Hello Graham,
Thank you for your message.
Could you please double-check if the Proxy settings on both sides of the connection are matching and set up correctly as described here? In addition, could you please clarify if both Host and Viewer are updated to the latest version 7.1.2.0 and if you have any other Host machines located in the same network that you cannot connect to as well?
Looking forward to your reply.
Thank you for your message.
Could you please double-check if the Proxy settings on both sides of the connection are matching and set up correctly as described here? In addition, could you please clarify if both Host and Viewer are updated to the latest version 7.1.2.0 and if you have any other Host machines located in the same network that you cannot connect to as well?
Looking forward to your reply.
Graham Doney,
User (Posts: 6)
Jan 26, 2022 5:52:43 am EST
Support level: Free or trial
Many thanks for your quick responsel. I can confirm that we are using the version 7.1.2.0 as I upgraded to this on the computers with host installed as they all suddenly lost connection to the internet ID at the end of December. The PCs still indicated no connection available whereas before they setup without any problems when I installed the proxy settings for the school which have not changed. I have checked the firewall and ports which appear to be ok. I use Remote Utilities to connect fr om home so no proxy needed in the viewer settings. I have also tried viewer in school wh ere I have installed the proxy on viewer. I initially thought it was problems with the proxy but installed [censored] on one of the same computers at school as I have remote utilities on and that works fine through the same proxy. Our proxy setting is empsnproxy.unclouded.netsweeper.com with port 31479. I even contacted netsweeper to check all was ok. What I don’t understand is [censored] works through the proxy whereas Remote Utilities won’t although it did for over a year. I much prefer RU as it has great tools.
Many thanks and take care
Many thanks and take care
Pauline,
Support (Posts: 2863)
Jan 26, 2022 10:56:25 am EST
Hello Graham,
Thank you for the clarification.
It looks like the ISP of the network where the Hosts are located can be blocking access to our servers by mistake. Could you please double-check if you're able to ping id.remoteutilities.com? In addition, please try moving the Host that can't connect to our servers from its current network to another network (for example, you can even try mobile internet) and see if the Host can connect to our servers this way.
Last but not least, please feel free to send us the Host logs for examination. You can send them to support@remoteutilities.com, so that we can check if they contain any error entries that can point us to what's causing the issue.
Looking forward to your reply.
Thank you for the clarification.
It looks like the ISP of the network where the Hosts are located can be blocking access to our servers by mistake. Could you please double-check if you're able to ping id.remoteutilities.com? In addition, please try moving the Host that can't connect to our servers from its current network to another network (for example, you can even try mobile internet) and see if the Host can connect to our servers this way.
Last but not least, please feel free to send us the Host logs for examination. You can send them to support@remoteutilities.com, so that we can check if they contain any error entries that can point us to what's causing the issue.
Looking forward to your reply.
Graham Doney,
User (Posts: 6)
Jan 27, 2022 6:58:06 am EST
Support level: Free or trial
How do I ping id.remoteutilities.com? Does not seem to work at home where I have no connection problems
Pauline,
Support (Posts: 2863)
Jan 27, 2022 3:32:00 pm EST
Hello Graham,
Please try pinging our servers at id.remoteutilities.com as described in this guide and let us know the results.
Looking forward to your reply.
Please try pinging our servers at id.remoteutilities.com as described in this guide and let us know the results.
Looking forward to your reply.
Graham Doney,
User (Posts: 6)
Jan 27, 2022 5:29:14 pm EST
Support level: Free or trial
OK that is what I tried both at home no proxy and at school where connection is via a proxy. When you ping id.remoteutilities.com at both locations (at home I have no connection problems and host connects) I get
C:\WINDOWS\system32>ping id.remoteutilities.com
Pinging id.remoteutilities.com [64.20.61.146] with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Ping statistics for 64.20.61.146:
Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),
However, when I ping just remoteutilities.com at home I get a reply
C:\WINDOWS\system32>ping remoteutilities.com
Pinging remoteutilities.com [104.236.34.44] with 32 bytes of data:
Reply from 104.236.34.44: bytes=32 time=81ms TTL=51
Reply from 104.236.34.44: bytes=32 time=80ms TTL=51
Reply from 104.236.34.44: bytes=32 time=80ms TTL=51
Reply from 104.236.34.44: bytes=32 time=80ms TTL=51
Ping statistics for 104.236.34.44:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 80ms, Maximum = 81ms, Average = 80ms
But when I ping remoteutilities.com at school I get no reply it just times out so something at school is blocking remote utilities. Why Remote Utilities is blocked and not [censored] is a mystery as I have checked the Firewall and Ports. Many thanks and take care
C:\WINDOWS\system32>ping id.remoteutilities.com
Pinging id.remoteutilities.com [64.20.61.146] with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Ping statistics for 64.20.61.146:
Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),
However, when I ping just remoteutilities.com at home I get a reply
C:\WINDOWS\system32>ping remoteutilities.com
Pinging remoteutilities.com [104.236.34.44] with 32 bytes of data:
Reply from 104.236.34.44: bytes=32 time=81ms TTL=51
Reply from 104.236.34.44: bytes=32 time=80ms TTL=51
Reply from 104.236.34.44: bytes=32 time=80ms TTL=51
Reply from 104.236.34.44: bytes=32 time=80ms TTL=51
Ping statistics for 104.236.34.44:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 80ms, Maximum = 81ms, Average = 80ms
But when I ping remoteutilities.com at school I get no reply it just times out so something at school is blocking remote utilities. Why Remote Utilities is blocked and not [censored] is a mystery as I have checked the Firewall and Ports. Many thanks and take care
Peter Gray,
User (Posts: 51)
Jan 27, 2022 6:03:18 pm EST
Support level: Starter
Hi Graham
I too can't ping id.remoteutilities.com from home; I get timeouts.
If instead i use tracert id.remoteutilities.com, that tells me the blocking happens after 15 network hops, well beyond my ISP. The last several lines of the result are:-
8 10 ms 10 ms 10 ms be2869.ccr42.lon13.atlas.cogentco.com [154.54.57
.161]
9 78 ms 78 ms 78 ms be2490.ccr42.jfk02.atlas.cogentco.com [154.54.42
.85]
10 78 ms 78 ms 78 ms be2262.rcr21.ewr03.atlas.cogentco.com [154.54.47
.122]
11 80 ms 79 ms 81 ms te0-0-1-3.nr11.b017536-1.ewr03.atlas.cogentco.co
m [154.24.0.34]
12 76 ms 76 ms 76 ms 38.142.54.82
13 77 ms 77 ms 78 ms edge-03-teb1.us.as19318.net [64.20.32.137]
14 77 ms 77 ms 78 ms edge-05b-teb4.us.trouble-free.net [64.20.32.49]
15 91 ms 78 ms 85 ms switch11n.trouble-free.net [173.225.96.35]
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 ^C
I cancelled with ctrl C after the 19th line.
I too can't ping id.remoteutilities.com from home; I get timeouts.
If instead i use tracert id.remoteutilities.com, that tells me the blocking happens after 15 network hops, well beyond my ISP. The last several lines of the result are:-
8 10 ms 10 ms 10 ms be2869.ccr42.lon13.atlas.cogentco.com [154.54.57
.161]
9 78 ms 78 ms 78 ms be2490.ccr42.jfk02.atlas.cogentco.com [154.54.42
.85]
10 78 ms 78 ms 78 ms be2262.rcr21.ewr03.atlas.cogentco.com [154.54.47
.122]
11 80 ms 79 ms 81 ms te0-0-1-3.nr11.b017536-1.ewr03.atlas.cogentco.co
m [154.24.0.34]
12 76 ms 76 ms 76 ms 38.142.54.82
13 77 ms 77 ms 78 ms edge-03-teb1.us.as19318.net [64.20.32.137]
14 77 ms 77 ms 78 ms edge-05b-teb4.us.trouble-free.net [64.20.32.49]
15 91 ms 78 ms 85 ms switch11n.trouble-free.net [173.225.96.35]
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 ^C
I cancelled with ctrl C after the 19th line.
Pauline,
Support (Posts: 2863)
Jan 28, 2022 4:43:42 pm EST
Hello Peter and Graham,
Could you please provide us the Host log files for examination? You can send them to support@remoteutilities.com.
Looking forward to your replies.
Could you please provide us the Host log files for examination? You can send them to support@remoteutilities.com.
Looking forward to your replies.
Graham Doney,
User (Posts: 6)
Feb 03, 2022 5:28:10 pm EST
Support level: Free or trial
Any update please. Host Log Files sent on 29th Jan 22. I see others have had similar problems
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