Could you please send us the log files from the Host and the Viewer? Here's how to locate the log files: Host logs and the Viewer logs. You can send them to [email protected]. Please do not publish the logs on the forum, they are considered personal information.
Thank you. We received and examined your log files.
The log shows that there are some issues with the Host connecting to your server: there is a socket error #11004. Here's a quote on the socket error from the Microsoft:
WSANO_DATA 11004 Valid name, no data record of requested type. The requested name is valid and was found in the database, but it does not have the correct associated data being resolved for. The usual example for this is a host name-to-address translation attempt (using gethostbyname or WSAAsyncGetHostByName) which uses the DNS (Domain Name Server). An MX record is returned but no A record—indicating the host itself exists, but is not directly reachable.
See the full list of socket error codes. Please, check that the DNS name of the server is resolved properly on the Host computer. Also, please try flushing the DNS cache. In addition, please double check your network settings, e.g. set Google DNS servers instead of your ISPs in your TCP/IP properties.