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Connection problem - all computers (hosts) OFFLINE

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Piotr Ujma, User (Posts: 1)

Mar 16, 2020 11:10:48 am EDT

Hello,
Is there some damage/breakdown on Your server with Internet-ID connections?
I can't connect from 6:00 am GMT+1  03-16-2020 (Poland/Europe) 16h with any computers via Viewer


Regards.

Conrad Sallian, Administrator (Posts: 2548)

Mar 16, 2020 11:41:45 am EDT

Hi Piotr,

Thank you for your message.

There hasn't been any downtimes long ago. Our servers are up and running.

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Leszek Chmielewski, User (Posts: 9)

Mar 17, 2020 6:43:50 am EDT

Support level: Free or trial
Hello,

The same problem appears. Since yesterday, all my four hosts mutually appear offline.

As we are now asked to work from home (COVID), the connections became urgently needed.

Two computers are now in my place and they appear offline mutually. I tried to connect both by two different methods (internet by optical fibre+WiFi, internet by mobile phone hotspot, both from same provider). I have checked all indications according to the chapter Cannot connect using Internet-ID connection and both sides fulfil all the conditions listed there. No settings were changed anywhere in the internet connections around in the meantime.

In the host as well as the server logs it can be seen that both connect and disconnect in short intervals. Below are fragments of both:

My viewer:

disassembling:
>> will be calculated soon
17-03-2020__09:48:24__269 Closing.
17-03-2020__09:59:50__553 CheckID Connection. Connecting...: "id.remoteutilities.com:5655".
17-03-2020__09:59:50__553 Viewer started. Version: 6.10.10.0 (69110). OS: Windows 10.0 64bit
17-03-2020__09:59:50__709 CheckID Connection. Connected...: "id.remoteutilities.com:5655".
17-03-2020__09:59:55__626 Closing.
17-03-2020__10:02:44__297 CheckID Connection. Connecting...: "id.remoteutilities.com:5655".
17-03-2020__10:02:44__297 Viewer started. Version: 6.10.10.0 (69110). OS: Windows 10.0 64bit
17-03-2020__10:02:44__469 CheckID Connection. Connected...: "id.remoteutilities.com:5655".
17-03-2020__10:02:55__061 Closing.
17-03-2020__10:29:23__265 CheckID Connection. Connecting...: "id.remoteutilities.com:5655".
17-03-2020__10:29:23__265 Viewer started. Version: 6.10.10.0 (69110). OS: Windows 10.0 64bit
17-03-2020__10:29:23__437 CheckID Connection. Connected...: "id.remoteutilities.com:5655".
17-03-2020__10:29:31__932 Closing.

Host in the other computer - see image.

My job is in higher education. I have a free license.
Attached Files

Conrad Sallian, Administrator (Posts: 2548)

Mar 17, 2020 8:22:54 am EDT

Hello Leszek,

We are starting to think that there is a certain provider or segment in Poland that blocks outbound connections to our server id.remoteutilities.com. Perhaps it was blacklisted mistakenly on the ISP level.

You are from Poland, correct? I'd like to ask you and Piotr - what ISP do you use?

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Waldemar Stachnik, User (Posts: 3)

Mar 17, 2020 8:59:59 am EDT

Support level: Free or trial
Our connections have stopped working since yesterday.
ISP : Orange Polska

Waldemar Stachnik, User (Posts: 3)

Mar 17, 2020 9:09:43 am EDT

Support level: Free or trial
Orange Polska is blocking access. I changed to PLUS and computers connected to a network other than Orange work

Waldemar Stachnik, User (Posts: 3)

Mar 17, 2020 9:12:27 am EDT

Support level: Free or trial
Can remoteutilities advertise server blocking in Orange Polska?

Polina Krasnoborceva, Support (Posts: 818)

Mar 17, 2020 10:21:56 am EDT

Hello everyone,

Thank you for confirming your ISP.

Could you please try referring to the Orange Polska ISP and ask them to look into the issue and allow their users to access Remote Utilities' servers? We believe they would take reports from their customers into consideration much faster.

Please let us know if there are any updates on the issue from the ISP.

Leszek Chmielewski, User (Posts: 9)

Mar 17, 2020 11:32:41 am EDT

Support level: Free or trial
It is actually Orange. I have submitted an issue to them.

I see I am one of the many users with the same problem.

Leszek Chmielewski, User (Posts: 9)

Mar 17, 2020 11:34:55 am EDT

Support level: Free or trial
Piotr did the same. He gave a detailed report of the case to them.
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