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Connecting Error - Win10 to WinXP

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Bill Cooke, User (Posts: 2)

May 04, 2022 4:58:54 pm EDT

Latest version on Host (Windows XP) and Viewer (Windows 10). Port 5650/5655 not blocked

Viewer gives me this error (although the PC shows ONLINE) when I try to connect
Failed to initialize authentication process

Host log gives me this:
04.05.2022---20:42:33:822 96 Internet-ID: loopback connect error IP: 127.0.0.1
04.05.2022---20:45:12:463 96 Internet-ID: loopback connect error IP: 127.0.0.1
04.05.2022---20:45:27:353 96 Internet-ID: loopback connect error IP: 127.0.0.1
04.05.2022---20:45:48:385 96 Internet-ID: loopback connect error IP: 127.0.0.1

This use to work. Had not used it for a while. Got a new wireless router installed (no blocked ports). Now it dont not connect to the WinXP machine. It does however connect to another Win7 machine on the same network without any issues. Any ideas on how to remedy this issue?

Pauline, Support (Posts: 2224)

May 04, 2022 5:04:26 pm EDT

Hello Bill,

Thank you for your message.

Before we proceed with further troubleshooting, could you please try the solutions listed on this KB page and see if any of them help to resolve the issue?

Please let us know if the issue persists.

Bill Cooke, User (Posts: 2)

May 04, 2022 5:18:19 pm EDT

Support level: Free or trial

When I disable my Avast Anti-virus on the Host, I can connect from the Viewer. Are you familiar with Avast? Is there some type of exception I need to set?

Pauline, Support (Posts: 2224)

May 05, 2022 10:34:20 am EDT

Hello Bill,

Thank you for the update.

This means that the issue is caused by Avast mistakenly blocking Remote Utilities. In order to resolve the issue, please try adding the following installation folder to the Avast exception list and see if you're able to connect this way with the antivirus software running as usual:
C:\Program Files (x86)\Remote Utilities - Host\
Here's a guide from Avast themselves on how you can easily add exceptions.

In addition, please consider submitting a false positive report to Avast, so that they could remove their false detection. You can submit a false positive report here.

Hope that helps.

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