Trent's community posts

Hi, group!  I searched, but did not see any results in the forum on this one so I thought I would put it out there to see if anyone else has experienced this before and what they did to fix it (if anything).

I was attempting to assist someone using the RU agent.  I was able to connect without issue, but after being connected for a few seconds, the screen started blinking on the users end and got very garbled on my end (RU Viewer) before causing a blue screen of death on the agent side.  The exact stop code was VIDEO_TDR_FAILURE in igdkmd64.sys.

I noticed that if I reconnected using the RU agent and did file transfer and not full control, it would not crash the computer.

This is running a fully patched Windows 10 and the video driver appears to be up to date (at least according to Microsoft/Windows Update) and we were both using 7.1.7.0 of the Viewer and Agent.   The video driver was an Intel® HD Graphics 530, driver date 4/3/2022, driver version 30.0.101.1692..

We ended up using Microsoft Quickassist instead, so I did not find a solution, but thought I would share here in case others have experienced or do experience in the future.

Success!  All connections are functioning again!  Thanks for the quick fix, Conrad!!!

Let me know if I can supply any further information from either the viewer or host side if you need to do any follow up troubleshooting.

Sent!

I am using Spectrum, but will also connect through my Verizon hotspot to show it is not ISP dependent when I attach logs momentarily.

Will do!  Thanks for the quick response, Conrad!

Confirmed here too.  The issue is presenting itself the same as last Thursday's issue.  Host shows online from Viewer and when you try to connect, it either goes offline and fails to connect or gets stuck at the "Connecting to... Please, wait..." screen.

Working here as well now!  Thank you, Pauline and the RU staff!!!  Appreciate you!

No change here. Still down.

The hosts I am attempting to reach are on a variety of ISPs (Segra, AT&T, Spectrum Business) and no changes in antivirus have been made on either the host or viewer side.

Just to double check, I temporarily paused the firewall protection on ESET (antivirus/firewall solution on viewer side), but am seeing no change in behavior.  On machines where I have a backup remote connection method, they are functioning normally so the problem seems to be isolated to RU.


In case it helps, my Viewer event logs are showing all hosts are "connected to ID server: 66.23.226.254."

The error I get is host: "66.23.226.254:5655". Exception class: "EIdReadTimeout". Message: "Read timed out.".

Hosts and viewers are all 7.1.2.0.

@Dustin you can email support@remoteutilities.com but if you are on a free license, the policy is that the community forum is the main avenue for support.  https://www.remoteutilities.com/about/support-policy.php

They monitor the forum very closely so I suspect we'll see some sort of response here shortly.