Conrad Sallian's community posts

Hello Jeremy,

Thank you for your message.

Does RemoteUtilities need to communicate out to a RemoteUtilities network infrastructure to be able to work?

Only when absolutely necessary, such as if you enable Internet-ID connection to connect via our hosted service (remember that you can also use your self-hosted server).

Are we able to block an url/website/ip address to prevent active connections from working?

Of course you are. But you don't have to enable Internet-ID connection in the first place.

Also, please check this knowledge base article https://www.remoteutilities.com/support/kb/does-remote-utilities-or-ru-server-call-home/

Hi Jules,

It looks like your firewall (most likely the one on the computer, but maybe the router's one too) treats networks differently. Namely, it may block the outbound connection to our server for your ethernet connection whereas not doing so for your Wi Fi connection. At least that's what should be diagnosed in the first place.

I can ping id.remoteutilities.com

A successful ping does not necessarily mean that a TCP connection at a certain port will also be successful. What ping says is that such and such server is accessible and online and that's it.

Hello Jules,

Thank you for your message.

Do your wired and wireless connections use different ISPs and/or routers?

Hello Rob,

You are using the "address book sync" feature with auto-import enabled, correct? I further assume that you want your newly added Hosts get added to the address book so that the new server address is reflected in connection properties of the address book items.

If so, after migrating your server data to the new location simply update the auto-import settings:

1. In the server Admin Console click File -> Address book manager.

2. In the address book manager window click File -> Auto-import...

3. If you migrated all your data properly and previously used the auto-import feature, the checkbox should be enabled and the target address book folder should be specified in the dropdown list. Click Default connection properties.

4. Navigate to the Connection tab, make sure Internet-ID connection is selected and click Change.

5. Specify your new server address and click OK. Click OK in all parent windows and close the address book manager.

Please, note that this will change the internet-id server address for all newly added hosts. Existing hosts will keep the old address though and unless you set up redirect to the new server they won't be able to connect to the server. Make sure that you either set up redirect or update the actual settings on each installed Host.

As for existing Hosts in your Viewer address book - you can mass-update ID server information there simply by selecting multiple items and clicking Properties in the right-click menu.

Hope that helps.

Hi Shinichi

I'm not sure LAC Falcon have anything to do with that. This is more like issues on our side (or rather on the datacenter side). Currently the servers are up and running and being monitored. But if you have any issues just let us know.

Thanks.

Hi Mike,

The service has been up and running. But we have some suspicions about the network environment there at the datacenter. Currently investigating the issue.

Sorry for the inconvenience.

Hello Karsten,

I'm sorry for the inconvenience but our servers have been up and running all that time. There hasn't been a single downtime. Our technical support has just responded to you via the ticket that you created. We will need log information from you to investigate why your computers cannot connect to our servers.  If our servers had been down for 6 hours this forum would have already been flooded with reports from other users.

As for responding time - please , note that we have our support policy that states that Pro users receive technical support within 2 hours during the business working hours. Our business working ours are Mon-Fri 9 am to 5 pm EST (Eastern Time).

Anyway, we will do our best to help you figure out the issue, but please be informed that our server uptime have nothing to do with it at all. It's very unlikely that we (or other customers) wouldn't have noticed such an extended downtime given the fact that our servers are being monitored with 5 min (and sometimes 1 minute) interval.

Hi David,

Thank you for your message.

At times the host stops running and i cannot connect with the remote computer.

When you say that the Host stops running do you mean that the Host service freezes/fails on the remote computer? Or just that the Host shows offline in your address book in Viewer? The latter can be caused by network connectivity issues , not necessarily by the Host itself being unresponsive.

If it's the former then we should find the reason why the Host service fails because this is abnormal behavior. I.e. we should fix the root cause.

Hi Samuel,

We can schedule a remote session then to help you resolve this issue since it is hard to tell without actually seeing what's going on.

Will you be available for a session? Please, create a ticket so that we can schedule a session time and receive access credentials from you. Please, do not share access credentials publicly on the forum.

Hello Jose,

Thank you for your message.

You should change the Auto to Single Password if you want to override the default program sequence:



See also this discussion.