Anthony Pidden's community posts

Hey Pauline,

No AV on the server.
Viewer has been used on machines with Kaspersky AV and also a machine with just Windows Defender (i.e. nothing), same results.
Host machines both with KAV and without exhibit the problem as described.

I think that pretty much rules out AV.

Aside from the firewall appliance in front of the RU server, no software firewalls are used.

I'll see if I can get some logs from the ru-server and viewer.

Using viewer 7.1.2.0, host 7.1.2.0 and ru-server 3.2.1.0

ru-server is hosted in a DC, viewer and host are on different business-grade connections

My problem is as follows:

• Host shows as online
  
• Attempt to connect (any action, doesn't matter)
  
• Instantly get 'Unable to connect. Attempts left: ' dialog. Host now shows as offline
  
• When dialog times out after 5 attempts, host will show as online again after a short interval
  

Here is a short screen-cap demonstrating the issue:


A temporary solution appears to be to restart the ru-server, but this doesn't always last very long. The issue varies in how frequently it presents.

I suspect something happens with the firewall in front of the ru-server that the ru-server/hosts don't recover from or the lack of IPv6 on the ru-server (most of the hosts are dual-stack with IPv6 connectivity but the ru-server is not currently configured with an IPv6 address)

This is quite problematic for us as not all operators have access to restart the ru-server (not to mention it is very frustrating when it does it multiple times in longer support sessions).

Any help greatly received.

Ticket 3744 opened.

Host logs just show 'Internet-ID ErrorCode <> 0' with 'Error code: 1' 150 seconds after 'Internet-ID: Connection established' after which it attempts to reconnect, rinse, repeat.

Replaced [censored] with the name of competing remote-support software that is used for teams...

I really like the product but it doesn't seem to work in some scenarios.

Host agent shows as 'Ready for connection' (every ~5mins it briefly flicks to 'Connection not available' then 'Connecting...')
Viewer sporadically shows host as 'Online' but as soon as we try and connect it goes offline.
[censored] is working fine, so I'm not sure what the issue is.

Any help is greatly appreciated as we would love to get RU working on these sites.