Hello Davd,
Thank you for your message.
The issue might be caused by some connectivity problems, especially since you've mentioned that pinging id.remoteutilities.com is unsuccessful, as this is our public ID servers' DNS name that is used for Internet-ID connections. This might be caused by various reasons - for example, some antivirus programs may block Remote Utilities, put it into a “restricted” group or even delete the program files they suspect to be malicious. The issue might also be occurring if there are issues with DNS resolution on any sides of the connection.
Please try the following solutions and see if any of them help to resolve the issue:
1. Try updating your Remote Utilities installations to the latest 6.12 Beta 2 version. We had a similar issue in version 6.10.9.0 that sometimes caused connections in the address book to briefly go offline even on a stable Internet connection, but it was fixed in the subsequent release. In this case, the issue you're encountering might have also been fixed in the latest Beta version release. Here you can find a full list of bug fixes and improvements:
https://www.remoteutilities.com/product/release-notes.phpWhen updating Remote Utilities please make sure to update
both Host/Agent and Viewer as the version mismatch might lead to performance issues and some features not working.
2. Try flushing the DNS cache by executing the following command in the command-line interface:
ipconfig /flushdns
3. Please try whitelisting the domain with a mask *.remoteutilities.com. This will whitelist our website
https://www.remoteutilities.com and addresses of our Internet-ID servers (id.remoteutilities.com).
In addition, here's a related KB troubleshooting guide that provides solutions for the most common issues when using Internet-ID connection:
https://www.remoteutilities.com/support/kb/cannot-connect-using-internet-id-connection/Please let us know if the solutions above did not help and the issue persists.