This gets a little weird so hang with me. I am using version 6 if that matters.
I have a client who has several PCs in one location that are running host. I can access all of them except for one remotely (on a different network across the internet). However, I can access that PC just fine from the same network if I switch to IP from ID. Here are some things I have tried...
1) Uninstall and reinstall the host software 2) Completely turn off all AV 3) Put specific allowances in the Windows firewall for the ports 4) Completely turn off the Windows firewall 5) Change the ports the host software is using 6) Change the IP address for the PC 7) Generate a new ID number 8) Generate a new certificate 9) Installing a completely new viewer on a PC that has never had it installed before
While making these changes I was on another PC on the local network and I would try it using IP and it would work fine, then I would disconnect and switch to ID and it would fail by continually telling me it could not connect.
Could you please send us the latest Host log file for the Host in question? We will examine the logs to see if there’s something that might point to what’s causing this issue. You can locate the Host logs in the following folder: C:\ProgramData\Remote Utilities\Logs. You can send the logs to [email protected].
I went to C:\ProgramData\Remote Utilities and in that directory, there is one file named install, and two directories named msi and printer_output. There is no Logs directory. There is a logs directory under c:\program files(x86)\remote utilities - host. Perhaps these are the files you are looking for?
Could you please try downloading Agent of the latest version 22.214.171.124 on your Host machine where the issue occurs and see if you’re able to connect to this Agent from your Viewer using Internet-ID connection? You can download Agent on this page.
I downloaded and ran Viewer 126.96.36.199 as requested, the results were the same. I should also point out that I have tried connecting to the installed agent using the ID from multiple PCs, both on the same network and across the internet, the results are the same.