Pauline's community posts

Hello Maro,

Thank you for the provided log files.

I've examined the logs and have noticed the following error:
Socket Error # 10054 Connection reset by peer.
According to the Windows Socket Error Codes list this error entry means the following:
Connection reset by peer.
An existing connection was forcibly closed by the remote host. This normally results if the peer application on the remote host is suddenly stopped, the host is rebooted, the host or remote network interface is disabled, or the remote host uses a hard close (see setsockopt for more information on the SO_LINGER option on the remote socket). This error may also result if a connection was broken due to keep-alive activity detecting a failure while one or more operations are in progress. Operations that were in progress fail with WSAENETRESET. Subsequent operations fail with WSAECONNRESET.

This probably means that something is blocking access to Remote Utilities on the Viewer's side - for example, it might be a firewall or router on the hotel's perimeter or even their ISP.
Could you please clarify if you're having issue when connecting to only one specific remote Host from Viewer in this network or does the issue occur when connecting to any other Host as well? Or if possible, please let us know if you're able to connect from Viewer located in any other network to the same Host?

Last but not least, I've also noticed in the log file that you use Viewer of version 6.10.10.0. Please consider updating your Remote Utilities installation to the latest version available - as of this writing, it's version 7.0.1.0 - starting version 7 we've implemented a number of fixes and changes to improve the overall connection speed and performance. For more information please see Release Notes.
Version 7.0.1.0 is available for download on this page. When updating, please make sure to update both Viewer and Host as the version mismatch might lead to performance issues or some features not working.

Looking forward to your reply.

Hello Piotr,

Thank you for your message.

You mean that you want to extract the Internet-ID code of your remote Hosts and save it as *txt files in order to configure the BGInfo utility? If this is the case, the easiest way is to simply copy the Internet-ID code from the Host Settings -> Dashboard tab.
Alternatively, the Host settings are also stored in the following registry key:
HKEY_LOCAL_MACHINE\SOFTWARE\Usoris\Remote Utilities Host\.

In case if you mean something else, please let me know.

Hope that helps.

Hello Maro,

Thank you for your message.

We haven't changed any ports that are used by Remote Utilities, you can see the list of ports used here. It might be that access to Remote Utilities is being blocked on the ISP level for this hotel, specifically if they have WatchGuard deployed on the ISP level. We've already been reported similar issues caused by WatchGuard which is affecting different machines located in different networks. For more information please see this thread. In this case, you can check with the ISP that provides internet connection to this hotel and ask them to look into the issue from their side.

However, just to be on the safe side, you can also provide us the Host and Viewer logs, so we can additionally examine them. The Host logs are located in the following folder:
C:\Program Files (x86)\Remote Utilities - Host\Logs\. Here's also how you can obtain the Viewer logs.
Please do not post the log files at the forum as they are considered personal information. You can send the logs to support@remoteutilities.com.

Looking forward to your reply.

Hello Adrian,

Thank you for your message.

Am I right in assuming that the issue occurs when you connect to a remote Host using both mobile and desktop Viewer? If this is the case, then could you please let us know what version of Host, mobile Viewer and desktop Viewer do you use and the respective devices/OSs of these devices, so that we could test this out and see if we can reproduce the issue?

Looking forward to your reply.

Hello Kaelyn,

Thank you for the provided details.

I will forward this information to our developers and will ask them for their input on this issue.

I'll get back to you with an update on this shortly.

Hello Leo,

Thank you for the clarification.

In this case, could you please try the following and see if this helps to resolve the issue:
1. Fully exit the Viewer File -> Exit.
2. Locate the file config_4.xml in the C:\Users\[Your_username]\AppData\Roaming\Remote Utilities Files\ folder.
Please note that the AppData folder might be hidden by default in which case you need to enable "Hidden files and folders" in Windows Explorer settings.
3. Remove the config_4.xml file from that folder.
This will reset the Viewer settings. Your address books won't be affected by this action, but you will need to register Viewer with your license key once again.
4. Run Viewer, connect to the remote Host and see the issue persists.

Hope that helps.

Hello,

Thank you for your message.

Yes, of course, we already have the RU Server for Linux on our roadmap. Although, unfortunately, there's no specific ETA on it yet. Sorry for keeping you waiting.

Please let us know if you have other questions.

Hello Leo,

Thank you for your message.

Could you please double-check if you have updated both Host and Viewer to the same version 7.0.0.3? Please note that the issue might be caused by the version mismatch, since starting version 7 we've completely rewritten the File Transfer connection mode, so in order for it to work correctly, you need to make sure that your Host's and Viewer's version matches. For more information please see this blog post.

The latest version 7.0.0.3 is available for download on this page. Alternatively, you can also update your Remote Utilities installation via the Self-Update feature.

Please let me know if your Host and Viewer are both of the same version but the issue still persists.

Hello Kaelyn,

Thank you for the update on this.

Could you please let me know the following information:
1. What specific OSs are used on both - Host and Viewer machines?
2. In addition, please double-check if your graphics card drivers are updated to the latest version available and yes, please also let me know what specific graphics card is used on the Host machine.
3. Last but not least, please let me know if you have any antivirus/security software installed on the remote Host machine? If yes, then have you tried adding Host to its exception list as described here?
I'll forward these details to our developers and will ask for their input on this issue.

Wrong iconnectkind - 272908484 error entry means that something is modifying the traffic from time to time - for example, it might be your router or some kind of privacy software.
As for the "relay node redirect" entry - I will also check on this with our developers and will get back to you with their reply.

Looking forward to your reply.

Hello Gaute,

Thank you for clarifying that, I see now that I misunderstood the issue in your previous messages. I apologize if there was some misleading information in my previous responses. I will forward this once again to our developers, this time with a proper explanation on the issue and will ask them for an input on this. Sorry for the inconvenience once again.

I'll get back to you with an update on this shortly.