Pim Wijnands's community posts

When connecting to one of our customers, the technician reports an unworkably slow connection, even with the lowest colour and frame rate settings. Our old remote support program ( [censored] ) did not have such issues.

Does anyone have an idea what might cause this (It is imaginable that the network connection at the customer is rather poor)? Does RU handle poor connections less well than other programs because of its small scale? Are some settings of importance for poor connections that are not set by default?

Additional information: Connecting to our laptop at another location (different network) using a mobile hotspot does work. Connecting to and from our own network does not seem to work. We have successfully used Remote Utilities for ingoing and outgoing connections the last time we used Remote Utilities (three days ago).

I have an issue when connecting via the default internet ID server. I can ping id.remoteutilities.com
Configurations that fail:

Host 6.10 & Viewer 6.10
Host 6.10 & Viewer 7.0.0.1
Host 6.10 & Viewer 7.0.0.3
Host 7.0.0.3 & Viewer 7.0.0.3

Using Host 7.0.0.1 and Viewer 7.0.0.1 using a custom internet ID server works

Symptoms:
- Connections are shown as online, but upon connection the connection times out. The host seems offline for a couple of seconds, after which it shows as online again.