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Restart and reconnect work / don't work
Restart from windows and I can't reconnect. Restart from Power-menu within RU and I can reconnect.

Io rX, User (Posts: 8)

Nov 11, 2015 9:15:59 pm EST

You probably mean Host, not Agent?

Yes, I the remote side, the client.

So am I right assuming that without restarting the remote Host you can't get to the remote PC after it switched to the VPN?

Correct.

Restart and reconnect work / don't work
Restart from windows and I can't reconnect. Restart from Power-menu within RU and I can reconnect.

Io rX, User (Posts: 8)

Nov 10, 2015 9:21:41 pm EST

Hi!

I'll collect logs from the remote machine next time I have the chance.

In previous logs, posted here, it looks like it can't reach the servers. But this particular time the user reported that they had full access after the VPN came up. I also verified this by asking them to do a restart* and first connect VPN and then start/restart the Agent. Then I had no problem connecting with the Internet-ID again.

*Last encounter with this problem the users at the remote machine was not very techsavy. I asked for a restart of the Agent, but the whole machine was restarted instead :-) This is the same machine I'll try to get hold of the logs from.

Brgs,

Restart and reconnect work / don't work
Restart from windows and I can't reconnect. Restart from Power-menu within RU and I can reconnect.

Io rX, User (Posts: 8)

Nov 10, 2015 3:43:44 pm EST

Hi again!

Picking up this thread again.

When I need to help the remote side with a install or repair of a VPN connection. This is where the reconnection problems begin i believe.
I use Internet-ID to get in touch with the remote machine.

When the remote client establish a VPN the remote side obviously gets a new IP and in my case often a new default route, all traffic pushed through the tunnel.

After the above scenario I can't reconnect with the client. Have waited extended period of time for the Internet-ID to be updated with the new IP/Connection info, but nothing happens.

A competitive product of your seems to register the alias/Internet-ID after it detects a change in the network config (as in a VPN being established) and I can after a short while use the "alias"/Internet-ID to get remote connection again.

So, as I see it (novice of course on the technology behind) the core of the "not being able to reconnect" is that the Internet-ID and connection info is not re-registered as it should after a network change on the remote client. Maybe this also is the case when problems occur after some restarts?

Brgs,

Restart and reconnect work / don't work
Restart from windows and I can't reconnect. Restart from Power-menu within RU and I can reconnect.

Io rX, User (Posts: 8)

Aug 03, 2015 4:01:01 pm EDT

Host-log:


03.08.2015---15:22:27:531 63   Exception: Keep Alive (EIdException).
---
Stack list
(00388CA2){rutserv.exe } [00789CA2] Unknown function at TMethodImplementationIntercept + $31B3FA
(000CBF89){rutserv.exe } [004CCF89] Unknown function at TMethodImplementationIntercept + $5E6E1
(000093C4){rutserv.exe } [0040A3C4]


03.08.2015---15:22:33:256 63   Exception: Socket Error # 10054 Connection reset by peer. (EIdSocketError).
---
Stack list
(00284F77){rutserv.exe } [00685F77] Unknown function at TMethodImplementationIntercept + $2176CF
(00284EFE){rutserv.exe } [00685EFE] Unknown function at TMethodImplementationIntercept + $217656
(00284E69){rutserv.exe } [00685E69] Unknown function at TMethodImplementationIntercept + $2175C1
(0027D721){rutserv.exe } [0067E721] Unknown function at TMethodImplementationIntercept + $20FE79
(00287855){rutserv.exe } [00688855] Unknown function at TMethodImplementationIntercept + $219FAD
(00294FCE){rutserv.exe } [00695FCE] Unknown function at TMethodImplementationIntercept + $227726
(00290559){rutserv.exe } [00691559] Unknown function at TMethodImplementationIntercept + $222CB1
(00294BB7){rutserv.exe } [00695BB7] Unknown function at TMethodImplementationIntercept + $22730F
(0029A91B){rutserv.exe } [0069B91B] Unknown function at TMethodImplementationIntercept + $22D073
(00388F5E){rutserv.exe } [00789F5E] Unknown function at TMethodImplementationIntercept + $31B6B6
(00008A4A){rutserv.exe } [00409A4A]
(00388CA2){rutserv.exe } [00789CA2] Unknown function at TMethodImplementationIntercept + $31B3FA
(0000880E){rutserv.exe } [0040980E]
(00005BB8){rutserv.exe } [00406BB8]
(0033F050){rutserv.exe } [00740050] Unknown function at TMethodImplementationIntercept + $2D17A8
(0000880E){rutserv.exe } [0040980E]
(00388CA2){rutserv.exe } [00789CA2] Unknown function at TMethodImplementationIntercept + $31B3FA
(00301B9A){rutserv.exe } [00702B9A] Unknown function at TMethodImplementationIntercept + $2942F2
(00301BB4){rutserv.exe } [00702BB4] Unknown function at TMethodImplementationIntercept + $29430C
(00388CA2){rutserv.exe } [00789CA2] Unknown function at TMethodImplementationIntercept + $31B3FA
(00301B9A){rutserv.exe } [00702B9A] Unknown function at TMethodImplementationIntercept + $2942F2
(00301BB4){rutserv.exe } [00702BB4] Unknown function at TMethodImplementationIntercept + $29430C
(00301C28){rutserv.exe } [00702C28] Unknown function at TMethodImplementationIntercept + $294380
(00388CA2){rutserv.exe } [00789CA2] Unknown function at TMethodImplementationIntercept + $31B3FA
(000CBF89){rutserv.exe } [004CCF89] Unknown function at TMethodImplementationIntercept + $5E6E1
(000093C4){rutserv.exe } [0040A3C4]
Edited:Io rX - Aug 03, 2015 4:02:50 pm EDT (CODE formating)

Restart and reconnect work / don't work
Restart from windows and I can't reconnect. Restart from Power-menu within RU and I can reconnect.

Io rX, User (Posts: 8)

Aug 03, 2015 3:58:18 pm EDT

The machines are at a remote location which I don't have access to and no VPN to. I ask the user to establish a VPN connection to their network so I can get hold of the machines and install the host.

Restart and reconnect work / don't work
Restart from windows and I can't reconnect. Restart from Power-menu within RU and I can reconnect.

Io rX, User (Posts: 8)

Aug 03, 2015 3:23:36 pm EDT

Hi again!

I've had it happen two more times now on two rather different environments. Asking someone on the remote machine to reboot once more or restart the RU-host has solved my connection issues and I'm able to connect again.

Installation of the RU-host. I first logon to the machines with an RDP-session when the client is connected with a VPN (user initiated). I installthe RU-host with elevated privileges and then get an ID from the RU. Restart the machine. The I try to connect with the RU-Viewer to the ID acquired I can't connect.

I'm doing it wrong?

Restart and reconnect work / don't work
Restart from windows and I can't reconnect. Restart from Power-menu within RU and I can reconnect.

Io rX, User (Posts: 8)

Jul 24, 2015 1:58:20 pm EDT

No, only got two hosts, so far (migrating away from TeamV. and evaluating RU for the moment), at different locations behaving the same way. Can't figure it out myself. Looks like the host doesn't start as it should or find what it expects when starting again after a reboot.

The only thing I can think of that may confuse RU host and viewer is that I've had VPN active to the destination networks. That makes the source address of the viewer change between sessions.
Edited:Io rX - Jul 24, 2015 6:09:57 pm EDT (Can figure it out myself > Can't figure it out myself)

Restart and reconnect work / don't work
Restart from windows and I can't reconnect. Restart from Power-menu within RU and I can reconnect.

Io rX, User (Posts: 8)

Jul 23, 2015 5:02:44 pm EDT

Restart from windows (via Restart button in Windows update, Restart from Start button, Restart from cmd.exe/Shutdown.exe) and I can't reconnect. Restart from the viewers Power-menu within RU and I can reconnect.

Very strange behavior. I'm doing it wrong or is it a feature?

I've got a log which has allot of this at the end:


23.07.2015---21:09:10:031 34   RUT Host 63006 är startad. Windows 6.1 64bit
23.07.2015---21:10:39:396 96   Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout)
23.07.2015---21:10:44:404 96   Internet-ID ErrorCode <> 0 Error code: 1
23.07.2015---21:12:14:057 96   Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout)
23.07.2015---21:12:19:065 96   Internet-ID ErrorCode <> 0 Error code: 1
23.07.2015---21:13:48:531 96   Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout)
23.07.2015---21:13:53:539 96   Internet-ID ErrorCode <> 0 Error code: 1
23.07.2015---21:15:22:989 96   Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout)
23.07.2015---21:15:27:997 96   Internet-ID ErrorCode <> 0 Error code: 1
23.07.2015---21:16:57:713 96   Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout)
23.07.2015---21:17:02:720 96   Internet-ID ErrorCode <> 0 Error code: 1
23.07.2015---21:18:32:514 96   Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout)
23.07.2015---21:18:37:522 96   Internet-ID ErrorCode <> 0 Error code: 1
23.07.2015---21:20:07:206 96   Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout)
23.07.2015---21:20:12:214 96   Internet-ID ErrorCode <> 0 Error code: 1
23.07.2015---21:21:41:914 96   Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout)
23.07.2015---21:21:46:922 96   Internet-ID ErrorCode <> 0 Error code: 1
23.07.2015---21:23:16:622 96   Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout)
23.07.2015---21:23:21:629 96   Internet-ID ErrorCode <> 0 Error code: 1
23.07.2015---21:24:51:330 96   Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout)
23.07.2015---21:24:56:337 96   Internet-ID ErrorCode <> 0 Error code: 1
23.07.2015---21:26:26:037 96   Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout)
23.07.2015---21:26:31:045 96   Internet-ID ErrorCode <> 0 Error code: 1
23.07.2015---21:28:00:776 96   Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout)
23.07.2015---21:28:05:784 96   Internet-ID ErrorCode <> 0 Error code: 1
23.07.2015---21:29:35:484 96   Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout)
23.07.2015---21:29:40:492 96   Internet-ID ErrorCode <> 0 Error code: 1
23.07.2015---21:31:10:192 96   Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout)
23.07.2015---21:31:15:199 96   Internet-ID ErrorCode <> 0 Error code: 1
23.07.2015---21:32:44:946 96   Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout)
23.07.2015---21:32:49:954 96   Internet-ID ErrorCode <> 0 Error code: 1
23.07.2015---21:34:19:535 96   Internet-ID: Unable to connect to ID server. Address: server.rutils.com; Port: 563; Connect timed out.(EIdConnectTimeout)
23.07.2015---21:34:24:543 96   Internet-ID ErrorCode <> 0 Error code: 1
This is wh ere the host is logged on by a user. And some of the times a VPN to the Office was established. Same log though.

23.07.2015---21:34:56:913 96   Internet-ID: Connection established ID: 111-222-333; Port: 563; Try count: 2
23.07.2015---21:41:18:693 36 127.0.0.1 Åtkomst beviljad.  
23.07.2015---21:41:20:799 38 127.0.0.1 Fjärrskärmanslutning. Startad.
Edited:Io rX - Jul 23, 2015 5:05:28 pm EDT