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Intermittent connections to ID server?

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Pat O, User (Posts: 2)

Jul 18, 2017 3:10:57 pm EDT

Hi. Running Win 10 Home Host 6.7.0.2 and Win 10 Pro Viewer 6.7.0.2. I was on older versions until yesterday when I updated in an attempt to resolve this issue but behavior remains identical.

Everything has worked great for the last two months with no problems.

The host appears as online intermittently. Nine times out of 10 when attempting to connect, the host drops to offline and then after a few moments appears online again. One time out of 10 I will be able to log on. Once logged on I stay logged on, even though in in my connection list the host continues to drop offline and then come back while I remain logged on.

I do not have any other hosts to compare, but this does happen with multiple viewers coming in from different networks.

The host log repeatedly shows this:

02.07.2017---17:05:54:753 96 Internet-ID ErrorCode <> 0 Error code: 1
02.07.2017---17:06:27:909 96 Internet-ID: Unable to connect to ID server. Address: id.remoteutilities.com; Port: 443; Socket Error # 11001 Host not found.(EIdSocketError)

I don't think it is a DNS lookup issue since it does work intermittently. Have there been any other reports of difficulty communicating with the ID servers? Thanks

Conrad, Support (Posts: 2979)

Jul 18, 2017 3:40:39 pm EDT

Hello Pat,

Thank you for your message.

I do not have any other hosts to compare, but this does happen with multiple viewers coming in from different networks.

That might point at connectivity issues on the Host side which is also confirmed by the Host log you are referring to. Socket error #11001 may be caused by plenty of reasons, and generally it's connectivity/network issues between Host PC and remote server (in this case - our public server).

I don't think it is a DNS lookup issue since it does work intermittently.

It would be error #11004 then.

Have there been any other reports of difficulty communicating with the ID servers?

No, the servers are up and running. No recent maintenance or downtimes.

I would recommend that you check the firewall and antivirus software on your Host PC. For Internet-ID connection to work only outbound connection to our server is required, and such connection is normally allowed by default in modern firewalls , but who knows if there is any special policy or filter in place.

As for antivirus software, you could add Host's installation path to its exceptions list. You can do so with any a/v software including Microsoft's Windows Defender if that is what is being used on that computer.

Hope that helps.

Pat O, User (Posts: 2)

Jul 18, 2017 11:08:10 pm EDT

Support level: Free or trial

Thanks very much for the prompt and helpful reply Conrad. The host is on an office building network and apparently other tenants have been having connectivity issues in general for the last couple of days, so that would seem to be the problem. Thanks again!

john kumpf, User (Posts: 82)

Jul 18, 2017 11:54:06 pm EDT

Support level: Free or trial

Folks, over the last 2-3 days I have had intermittent connectivity errors in New Jersey, USA with a remote host that has been stable for 1 year. It could be the remote LAN or the remote connection to the internet--I haven't ruled that out. But I thought I'd provide a data point.

Host Log excerpts:


        18.07.2017---02:35:34:714 	63 	  	Exception: Socket Error # 10054 Connection reset by peer. (EIdSocketError). 	Information
  	18.07.2017---02:35:34:792 	63 	  	Exception: Socket Error # 10054 Connection reset by peer. (EIdSocketError). 	Information
  	18.07.2017---02:35:39:831 	96 	  	Internet-ID ErrorCode <> 0 	Error code: 1  	18.07.2017---21:17:38:880 	63 	  	Exception: Socket Error # 10054 Connection reset by peer. (EIdSocketError). 	Information
  	18.07.2017---21:17:38:958 	63 	  	Exception: Socket Error # 10054 Connection reset by peer. (EIdSocketError). 	Information
  	18.07.2017---21:17:39:051 	63 	  	Exception: Socket Error # 10054 Connection reset by peer. (EIdSocketError). 	Information

Conrad, Support (Posts: 2979)

Jul 19, 2017 12:19:37 pm EDT

Hello John,

Exception: Socket Error # 10054

This is similar to the issue reported by Pat. Host has issues contacting the intermediary server due to some network problems either on the Host computer or the network. Also, this might be firewall activity on the same pc or in-between.

See the list of socket error codes.

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