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Marco Mira, User (Posts: 13)

Jun 01, 2022 10:42:30 am EDT

Support level: Free or trial
The problem is NOT AV or Firewall but the RU server!

Pauline, Support (Posts: 2775)

Jun 01, 2022 10:45:02 am EDT

Hello everyone,

Thank you all for your patience.

The reason we're asking about antivirus/firewall software is just to exclude the possibility - sometimes a/v software updates their databases (usually without notifying users) and might mistakenly start blocking our software or access to servers. Please understand that we're not saying it's their fault - we're simply trying to identify if the affected machines have anything in common.

In addition, please try connecting to your Hosts once again and see if you're able to connect the time or if the issue still persists. Please note that in some cases it might take up to a few minutes for the connection to restore and start working again.

One more thing - those of you who have machines with Linux or Mac OS available (or even mobile Viewer app installed on your smartphone) - could you please try connecting to the same Hosts that you can't connect using Viewer for Windows and confirm if the issue occurs when using Viewer for Mac or Linux as well?

Thank you.

João Correia, User (Posts: 6)

Jun 01, 2022 10:45:52 am EDT

Support level: Starter

it@fa1070 wrote:

Please João Correia DO NOT answer it's possibly an antivirus isue !!!
Clealy it's related to YOUR infra , please read de forum above to know more.

I didn't say "it's an antivirus problem".
I was just responding to Pauline's question:
"Could you please let us know if you have any antivirus/firewall software installed on your Viewer machine?"

I tried turning off my antivirus and firewall and I still have the same problem.
It was just to rule out this hypothesis.

We all need a solution asap!!
Edited:João Correia - Jun 01, 2022 10:46:47 am EDT

it@fa1070, User (Posts: 13)

Jun 01, 2022 10:48:41 am EDT

Support level: Endpoint

Pauline wrote:

Hello everyone,

Thank you all for your patience.

The reason we're asking about antivirus/firewall software is just to exclude the possibility - sometimes a/v software updates their databases (usually without notifying users) and might mistakenly start blocking our software or access to servers. Please understand that we're not saying it's their fault - we're simply trying to identify if the affected machines have anything in common.

In addition, we've just restarted our servers just in case - please try connecting to your Hosts once again and see if you're able to connect or if the issue still persists. Please note that in some cases it might take up to a few minutes for the connection to restore and start working again.

Thank you.

I'm sorry.
I tested and problem persist

Stephen Davies, User (Posts: 4)

Jun 01, 2022 10:51:00 am EDT

Support level: Pro
I have just tested.  Still does not work for me. :-(

Mark Newham, User (Posts: 4)

Jun 01, 2022 10:51:34 am EDT

Support level: Free or trial
Seems to have been happening for a long time with no suggestion of a fix?

João Correia, User (Posts: 6)

Jun 01, 2022 10:51:50 am EDT

Support level: Starter

Pauline wrote:

Hello everyone,

Thank you all for your patience.

The reason we're asking about antivirus/firewall software is just to exclude the possibility - sometimes a/v software updates their databases (usually without notifying users) and might mistakenly start blocking our software or access to servers. Please understand that we're not saying it's their fault - we're simply trying to identify if the affected machines have anything in common.

In addition, we've just restarted our servers just in case - please try connecting to your Hosts once again and see if you're able to connect or if the issue still persists. Please note that in some cases it might take up to a few minutes for the connection to restore and start working again.

Thank you.

Same here..
problem persist

Phil Sbrana-Browning, User (Posts: 3)

Jun 01, 2022 10:52:37 am EDT

Support level: Starter
Still not working as it should.  I am running Windows 11, but have also tried this on Windows 10.  still no dice

it@fa1070, User (Posts: 13)

Jun 01, 2022 10:52:41 am EDT

Support level: Endpoint

Mark Newham wrote:

Seems to have been happening for a long time with no suggestion of a fix?

There is no "fix" it's going to need a RU support team solution :-)

Bob Smith, User (Posts: 9)

Jun 01, 2022 10:54:09 am EDT

Support level: Free or trial

João Correia wrote:

it@fa1070 wrote:

Please João Correia DO NOT answer it's possibly an antivirus isue !!!
Clealy it's related to YOUR infra , please read de forum above to know more.

I didn't say "it's an antivirus problem".
I was just responding to Pauline's question:
"Could you please let us know if you have any antivirus/firewall software installed on your Viewer machine?"

I tried turning off my antivirus and firewall and I still have the same problem.
It was just to rule out this hypothesis.

We all need a solution asap!!

it@fa1070 also misunderstood my post. I think they are just getting a bit desperate :D

@Pauline, still not connecting here so assuming the full restart has completed, it hasn’t worked for me. Also, have a read through the previous posts, many people reporting Android and Linux clients are connecting.
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