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I cannot connect to Host

Laura Barbosu, User (Posts: 1)

Jul 31, 2014 8:37:57 am EDT

Hi,

I am using the Internet ID connection type, the blue circle is present on the host icon and I have following all the troubleshooting steps for this issue, but no results.

I will paste the log content:
04:26:16_31-07-2014_902 InetConnection #401768. Internet connection to xxxxx(server.rutils.com:5656).
05:26:16_31-07-2014_459 Connection #401768. Connection to "xxxxx" failed. Mode: <Authorization>.
05:26:16_31-07-2014_459 Context #401768 removed. Mode: <Authorization>.

And the result of ping:

Microsoft Windows [Version 6.1.7601]
Copyright © 2009 Microsoft Corporation.  All rights reserved.

C:>ping server.rutils.com

Pinging server.rutils.com [72.55.184.118] with 32 bytes of data:
Reply from 72.55.184.118: bytes=32 time=141ms TTL=111
Reply from 72.55.184.118: bytes=32 time=140ms TTL=111
Reply from 72.55.184.118: bytes=32 time=148ms TTL=111
Reply from 72.55.184.118: bytes=32 time=141ms TTL=111

Ping statistics for 72.55.184.118:
   Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
   Minimum = 140ms, Maximum = 148ms, Average = 142ms

Thank you.

Anton Kalugin, User (Posts: 210)

Jul 31, 2014 8:42:46 am EDT

Hello Laura,

Thank you for your message.

I have created a tech support ticket from your message. You will be replied shortly.

Mohammed Bol Alima, User (Posts: 2)

Aug 23, 2017 6:19:25 am EDT

Hello,
I was wandering if this problem had been resolved as I have the exact same one.
My host has the blue icon, the port is available, I've created exceptions in the firewall and antivirus of the device on which the viewer is intalled.
Each time I try to connect to the host I get an immediate disconnect.
To update my problem, when scanned my network for RU Hosts, I found the one I'm testing this software with, on my lan. I direct connection worked but I still can't connect through Internet-ID.
Thank you for any help you may give me.
Edited:Mohammed Bol Alima - Aug 23, 2017 6:36:15 am EDT

Conrad, Administrator (Posts: 1573)

Aug 23, 2017 10:16:09 am EDT

Hello Mohammed,

Thank you for your message.

Host listening port (5650 by default) isn't used by Internet-ID connection. It is only used for direct connection. Anyway, please check out this troubleshooting guide.  

If that doesn't help, please let us know. Thanks.

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Mohammed Bol Alima, User (Posts: 2)

Sep 13, 2017 10:10:17 am EDT

Hello Conrad,
I'm sorry to say that no the issue is still there. I've gone through the different sections in the troubleshooting link you gave me but nothing.
My viewer still shows the Host as offline in my connections list (Internet-ID) and unknown (LAN).
Attached Files

Conrad, Administrator (Posts: 1573)

Sep 13, 2017 12:38:39 pm EDT

Hi Mohammed,

Please, send Host log files to the email support@remote-utilities.com for our examination. Looks like the Host has issues communicating with our relay server.  

Thank you.

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