Thank you for your message.
Am I right in assuming that you're trying to connect to the remote Host using Internet-ID connection? If this is the case, then please note that Internet-ID connection requires outbound TCP ports 5655 or 443 to be opened. In addition, please note that in case if you use self-hosted RU Server instead of our public servers, you can use custom port values. For more information please see this page
In addition, please make sure that you added the following directory of the Host installation folder to the firewall exception list: C:\Program Files (x86)\Remote Utilities - Host\*
. Please note that in some cases, some files in the Host installation folder might have been somehow corrupted/removed by the firewall/antivirus software activity, therefore, you might need to try performing a complete uninstallation of the Host as described here
and then reinstall it from scratch and add to the exception list right away.
Finally, we highly recommend that you contact the Sophos firewall support or submit a false positive report as this will definitely help to speed up the resolution of the issue, since the issue is reported by their customer. We will additionally contact Sophos as well and ask them to look into the issue. However, please note that our assistance in resolving firewall/antivirus software related issues is limited. Unfortunately, we do not have direct control over how Remote Utilities is treated by third-party security software.
I'll get back to you in this thread in case if we receive any updates/reply on the issue from the Sophos team.