Jules Pike's community posts

Hi Polina

I have opened a ticket and attached the logs as suggested.

Thanks

I am using RU-Viewer 7.0.2.0, although this issue existed before I upgraded.
When I manage to get access I am upgrading hosts, but some are still running  6.9.10. The log files I have emailed you start off as 6.9.1 but get upgraded to 7.0.2 a few days ago.

Thanks for your help.

Jules

Four months on and I still have no solution to this, although I do have some more information :-

I switched the router into 'Modem mode', and added a new Asus router to control everything important. The upshot was that wired still didn't work but now wireless stopped working too.....although occasionally I get an updated lists of which hosts are online and (very) rarely can actually connect to one!

If I use the Android app on my phone, connecting to WiFi, everything works without a problem.
I also don't have problems if connecting using a VirtualBox Mac (don't have a real one to test). A virtual Windows PC however doesn't work though, and nor does running Viewer on a new Win10 PC.
If I tether my PC to my phone and run off the mobile network everything works fine.

I don't think it is a block port issue as turning off the Windows and router firewalls makes no difference. Virgin assure me that neither 5655 nor 443 are blocked by them.  

In conclusion the problem only occurs when going through our Virgin Business connection, and only when coming from a Windows PC. Weird, right? I cannot tell if the issue lies with the Hitron modem or further upstream on the ISPs network. I've read that Virgin use GRE Tunnelling with their business clients, but I cannot see how this would cause a Windows only problem.

Any ideas?

Thanks

Jules

It looks like it is a firewall issue at the router end. In the router firewall logs I am seeing the following :-

10:35:19 08 Feb 2021 [Firewall: Invalid State]IN=dummy0 OUT= MAC=30:bb:dd:99:88:77:ee:00:99:44:22:bb:00:00 SRC=209.205.218.178 DST=61.XXX.XXX.XX2 LEN=1381 TOS=0x00 PREC=0x00 TTL=114 ID=27937 DF PROTO=TCP SPT=5655 DPT=55596 WINDOW=1025 RES=0x00 ACK PS

SPT varies between 5655 and 443.

Am I right that this is saying that the router is blocking the inbound RU access? It is not obvious how I change this. The firewall setting are set to 'Minimum (No application or traffic is blocked. This is the default configuration)'. I have service, device and keyword filter options, but these seem designed to restrict access rather than allow it.

I have played with port forwarding and port triggering settings, without any success. I also don't see how those settings would differentiate between wired and wireless. Any help would be really appreciated.

If it helps, I am using a Hitron CGNV4-FX4 router accessing via Virgin Business in the UK.

Many thanks

Jules

Same ISP and same router.

I have an odd issue. A few weeks ago I upgraded my broadband to include a fixed IP address. Since doing this I have only been able to connect to RU hosts if I am using WiFi. Same network, if the ethernet cable is plugged in I cannot connect, yet if I unplug it, I can. Its infuriating.

Looking at the log files, these seem like the important lines....

01-02-2021__12:10:05__732 InetConnection #981050. Method "Connect" - OK. Computer connected to ID server: id.remoteutilities.com.
01-02-2021__12:10:20__778 InetConnection #981050. Socket error. Name: "Computer", host: "id.remoteutilities.com:5655". Exception class: "EIdReadTimeout". Message: "Read timed out.".
01-02-2021__12:10:20__795 Connection #981050. Connection to "Computer" failed. Mode: <Authorization>.
01-02-2021__12:10:20__813 Context #981050 removed. Mode: <Authorization>

.

....but cannot decipher what the cause is. I have tried the following :-

Reinstalling RU host on my local machine
Deleting and re-adding connections
Reset the host Internet ID
Adding RU as an allowed app in the Windows firewall
Disabling the Windows firewall
Deleting the RU config_4.xml file
Deleting the connections_4.xml file
Asking nicely

I can ping id.remoteutilities.com
All machines are running Win 10 OS and latest version of RU.

Any ideas?

Thanks

Jules