David Stephens's community posts

Paul Jackson,
No worries on my end Paul. I was lucky and had workarounds in place for just such a contingency. 180 miles! Ouch! If I had to do that, I'm sure I'd have been more than "strident".

You're absolutely right though. The techs should have been seeing our feedback and taking it seriously. They also should have been less reliant on automated alarms. I can't claim to know their system, but 12+ hours seems pretty ridiculous.

Conrad Sallian,

Conrad,

I think what we have here is a failure to communicate.
Yes, we know that the failure was at your end and, while the behavior of the monitoring service sounds reprehensible, it doesn't change the fact that it seemed at the time, from the user's vantage point at least, that you were trying to point the blame anywhere else. When the users were providing evidence that pointed clearly to a misconfiguration at your end, the comments from RU staff in the forum were dismissive of any such possibility.
And, while Paul's post was a bit strident, the smug tone of your response was uncalled for.

Conrad Sallian wrote:

Hi Paul,

This issue was fixed two days ago.

Your Community is your reporting service, otherwise why have it?

And it was the community that helped us learn about the issue, of course.

Conrad,

Not sure if you meant it that way, but your response came off as pretty smug. The fact is, you guys were all denying to the forum that the problem could be at your end. It took 12 hours or more to find it and fix it. It really didn't feel like you were taking us seriously when we were providing input. It certainly seemed to me, from all the evidence I was seeing, that it was a server or network misconfiguration at your end. But all we were hearing from you is that it must be a DNS issue or some other nonsense. We appreciate the software being free for even business use. That's awesome! But a little more respect would be appreciated.

Already tried flushdns
Have been using Google DNS servers for years
nslookup resolves as
nslookup id.remoteutilities.com
Non-authoritative answer:
Name:    id.remoteutilities.com
Address:  64.20.61.146

Still can't connect.

Already tried flushdns
Have been using Google DNS servers for years
nslookup resolves as
nslookup id.remoteutilities.com
Non-authoritative answer:
Name:    id.remoteutilities.com
Address:  64.20.61.146


C:\Users\stephens>

Tried brand new installs on computers that hadn't received any Microsoft updates for the last few weeks. Neither can connect to the other. Nor to any other PCs.

Same issue in western Wyoming and eastern Idaho. One computer connects, others cannot. All are on 7.1.2.0