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Upgraded to 7.0.0.1 and new Agent or MSI does not connect

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Alan Hanley, User (Posts: 4)

Mar 24, 2021 4:05:41 pm EDT

So I upgraded to 7.0.0.1 and created a new MSI and Agent for all my PC's. I also run a hosted RU server which is also updated to the 3.0.0 version. I input the exact same information into the MSI/Agent builder as I did on the older version yet they refuse to connect. The ports on the firewall are still open, the server is accepting the connections from the old clients and they work perfectly.

Any new agents/MSI are refusing to work. Have I missed something or is there a problem on the back end?

I look at the logs and I just get Error: 0

Pauline, Support (Posts: 2825)

Mar 24, 2021 5:37:46 pm EDT

Hello Alan,

Thank you for your message.

This might have been a part of a known issue in the version 7.0.0.1 - we've just released an updated version 7.0.0.2 with a few fixes for bugs/issues found in the previous release. Could you please try updating your Remote Utilities installation and see if this helps to resolve the issue?
The latest 7.0.0.2 version of Remote Utilities is available for download on this page. You can also update your installation via the Self-Update method. Please make sure to update both Viewer and Host/Agent to the same version in order to avoid the version mismatch.

Hope that helps.

Alan Hanley, User (Posts: 4)

Mar 24, 2021 5:51:20 pm EDT

Support level: Free or trial

Hi Polina,
I've updated to the latest version and created a new agent via the viewer ... still the same problem. The remote end just sees "Connection not available" but does get an internet ID which is REALLY weird.

Cheers,
Alan

Pauline, Support (Posts: 2825)

Mar 25, 2021 3:38:55 pm EDT

Hello Alan,

Thank you for the update.

The "Connection not available" status that you see on the remote side means that your Host/Agent cannot connect to our relay servers. This might be caused by various reasons, for example, required ports might be blocked on the remote machine or some antivirus/firewall software might be blocking/restricting Remote Utilities. Please try referring to this Internet-ID troubleshooting guide and see if any of the solutions listed help to resolve the issue.

Hope that helps.

Alan Hanley, User (Posts: 4)

Mar 25, 2021 3:52:34 pm EDT

Support level: Free or trial

Hi Polina,
I would accept that it's a port/firewall issue if none of our existing older RU agent programs were not working ... but they are. All the old 6.X version agents are all working fine. I cannot build a new agent using 7.0.0.2 viewer as they simply don't work. The new 7.X agent's get an internet ID and a check/tick mark but keep giving the error "Connection not available". It's not an issue with the 3.0 RU Server or the viewer ... it's the MSI builder.
Cheers,
Alan

Pauline, Support (Posts: 2825)

Mar 25, 2021 6:08:29 pm EDT

Hello Alan,

I've just tried configuring a custom Agent package using the MSI Configuration Tool in Viewer version 7.0.0.2 and it works as expected. Do you use custom port values as a communication port set on your RU Server or do you use default port value (i.e. 5655)?
If possible, you can send us the following files that Agent saves on the computer at first run:
1. Content of the following folder: C:\Users\user_name\AppData\Roaming\Remote Utilities Agent\
2. Agent's registry key: Computer\HKEY_CURRENT_USER\Software\Usoris\Remote Utilities
You can send the files to support@remoteutilities.com, I will forward them to our development department for examination.

Looking forward to your reply.

Alan Hanley, User (Posts: 4)

Mar 25, 2021 6:30:55 pm EDT

Support level: Free or trial

Hi Polina,

I've collected the logs/registry files and emailed your support team. The files are huge so I've provided a link via NextCloud to download. I'm using the default port settings as it doesn't collide with any applications. V6.X has been working beautifully for us, just version 7.X isn't playing nice :-)

Thanks again for all your help.

Cheers,
Alan

Edited:Alan Hanley - Mar 25, 2021 6:32:39 pm EDT

Pauline, Support (Posts: 2825)

Mar 26, 2021 6:11:25 pm EDT

Hello Alan,

Thank you for your patience.

We've tried reproducing the issue today, but, unfortunately, couldn't reproduce it - Agent configured via the MSI Configurator Tool in the latest version of Viewer (7.0.0.2) can connect to a self-hosted RU Server and displays status "Ready for connection".
Could you please let us know what exact options do you choose on each step of the configuration process, starting Step 3 - Advanced options? You can take screenshots of the configurator window and send them to us to support@remoteutilities.com once again.

Looking forward to your reply.

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