In addition, before we can proceed to further troubleshooting, please try updating your Host and Viewer to the latest version of Remote Utilities available - currently, it's 126.96.36.199 Beta 2 and see if this helps to resolve the issue. Please note that despite its name, it's a fully functional release as it consists of bug fixes and improvements. The latest 188.8.131.52 Beta 2 version is available for the download on this page. When updating Remote Utilities please make sure to update both Host/Agent and Viewer as the version mismatch might lead to performance issues or some features not working.
Please let us know if the solutions above did not help and the issue persists.
Visited the office location today, unable to connect while on the same network using internet-ID either.
Could you please clarify if the issue persists (i.e. you receive the same error message) when you try connecting to the same Host fr om another Viewer located in another network? If this is the case, then could you please try uninstalling the Host completely as described here? Then please try reinstalling the Host from scratch using vanilla (i.e. default) installation file available on our website on the Download page and see if it's possible to connect to this Host. Alternatively, you can also try downloading a vanilla no-install Agent module, run it on the same remote machine wh ere the issue occurs and see if you can connect to this Agent.
Please let us know if the solutions above did not help and the issue persists.
In either case, it would be very helpful if you could provide us the log files from the remote Host machine for the time period when you received the error message. This way, it would be possible to forward the logs along with the issue description to our development department for further examination in case if we see something in the logs that could point to what might be causing the issue.
Unfortunately, we cannot assist in resolving network administration or third-party software related issue as well as provide assistance on undocumented capabilities, since the program is provided as is. For more information please see our Support Policy.
However, perhaps other users of our Community Forum will provide a helpful solution. In addition, please consider referring to the HAProxy documentation.
Sorry for the inconvenience. Please let us know if you have other questions.
In case if you haven't done this yet, please try configuring access through proxy server as described in this tutorial and see if this work for you.
In addition, please note that in case if you want to utilize RU Server, then RU Server only uses a single TCP port 5655 to communicate with Hosts and Viewers. Alternatively, when using RU Server as your relay server, you can specify your custom port values. For more information on ports used by RU Server please see this page.
Could you please confirm that you still experience the issue with the Host service automatic startup? If this is the case, please clarify if you use the 184.108.40.206 version or even an older version of Remote Utilities? If this applies, then before we can proceed to further troubleshooting, please try updating your installation to the most recent version of Remote Utilities available - as of this writing it's version 220.127.116.11 Beta 2 and see if the issue persists when using the latest version. We highly recommend that you try updating first, as the issue might have already been fixed in the subsequent updates of the program.
Version 18.104.22.168 Beta 2 is available for the download on this page. When updating, please make sure to update both Host/Agent and Viewer (as well as the RU Server if used) to the same version, as the version mismatch might lead to performance issues or some features not working.
Please let us know if the issue persists after updating Remote Utilities or in case if you already use the latest version.
I know that you need a pin / password set up for the internet ID to work, but how likely is it that random hackers out there can guess what my internet ID is?
You are absolutely right as the knowledge of the Internet-ID code alone is not enough to be able to connect to a remote Host/Agent. It's necessary to know the Host's access credentials such as a password or a login/password pair depending on which authorization method is enabled on the remote Host. Of course, anyone can type random numbers in their Viewer and try connecting, but it simply would not lead them anywhere. However, you can always see the records about when a Host was accessed and in what connection mode, the connection entries can be found in the Host log files. In case if the connection was established you will see the entry that will state Access granted. In case if you use Agent, its connection logs are stored on the remote machine in the following folder: C:\Users\user_name\AppData\Roaming\Remote Utilities Agent\Logs\.
However, there are additional ways to protect your Host machines from any unauthorized access. For example, you can use Remote Utilities in a totally isolated environment (via Direct connection or RU Server) or enable 2-factor Authentication that provides an additional level of security and protects your Hosts from unauthorized access even if someone guessed or otherwise got possession of your access password. For more information on additional security measures please see our Security page.
In this case, before we can proceed to further troubleshooting, please try updating your Remote Utilities installation to the latest 22.214.171.124 Beta 2 version and see if this helps to resolve the issue.
As for the Economy mode - please note, that enabling the "Economy mode" can improve performance in certain circumstances only, i.e. it's most suitable to use with an Internet-ID connection. Given the fact that Direct connection is always faster than Internet-ID connection, the difference might simply not be noticeable.
Please let us know if the issue persists after updating Remote Utilities to the latest version.
Here's the full list of solutions that might help to improve the connection speed/performance in similar scenarios.
Namely, in the described scenario, we would recommend establishing a Direct connection instead of the Internet-ID connection, if possible - it can be established even if the remote Host machines are not available directly (i.e. located behind a router), by setting up a port forwarding rule as described here.
Alternatively, please consider utilizing the self-hosted RU Server instead of connecting through our public servers, as it might significantly improve the connection speed/performance as well. For more information on the RU Server please see this page.
Finally, please make sure that you use the latest version of Remote Utilities - currently, it's version 126.96.36.199 Beta 2. The latest version contains a number of improvements/bug fixes that might also affect connectivity, the full list of Release Notes is available here. Therefore, in case if you use version 188.8.131.52 or an older version of Remote Utilities, please try updating to the latest 184.108.40.206 Beta version - it's available for the download on this page. When updating Remote Utilities please make sure that Viewer and Host/Agent are the same version. Version mismatch between Viewer and Host/Agent may lead to performance issues and some features not working.
Could you please confirm if the issue occasionally occurs when using the latest 220.127.116.11 Beta 2 version? If this is the case, could you please try recording a short video of the issue and send it to us to [email protected]? We will forward the video to our development department to see if there might be a fix for it.
In case if the issue occurs when using version 18.104.22.168 or any previous version (on any side of the connection), then please update it to the 22.214.171.124 Beta 2 version as well as the mechanism of fetching the remote monitors list was replaced in this release.