Knowledge Base

Cannot connect using direct connection

Symptoms

You cannot connect to a remote PC using direct connection over a local area network (LAN) or via the Internet through port forwarding. The connection thumbnail in the Viewer address book keeps showing "Unknown" status.

Common issues and their solutions

Remote Utilities is outdated or version mismatch

Remote Utilities is improved with each version release. Using the latest version to date is highly recommended. You can download it on this page.

When you update Remote Utilities make sure that Viewer and Host/Agent are the same version. Version mismatch between Viewer and Host/Agent may lead to performance issues and some features not working.

The Host is not running on the remote PC

Make sure the Host is running on the remote PC. The Host icon Host icon in the system tray should be visible in the system tray. Also, the rutserv.exe and rfusclient.exe processes must be present in the list of processes on the remote PC.

If you use Agent instead of Host, make sure that the Agent window is open/running.

A firewall is blocking Remote Utilities

Make sure the Host port 5650 (default) is allowed in the built-in Windows firewall or in proprietary firewall software. To check if the port is allowed in Windows Firewall:

  1. Click Windows StartControl PanelSystem and SecurityWindows Firewall.
  2. Select Allow an app or feature through Windows Firewall on the left.
  3. Make sure that "Remote Utilities - Host" (rutserv.exe) is present and selected in the Allowed apps and features list.

If you use third-party firewall software, you need to add the Remote Utilities port to the exceptions list manually. Please refer to the firewall software documentation for instructions.

Antivirus software is blocking Remote Utilities

Some antivirus programs may block Remote Utilities, put it into a “restricted” group or even delete the program files they suspect to be malicious. If this is the case, we recommend updating your antivirus software, adding Remote Utilities to the exceptions list (check this page for instructions) and then re-installing Remote Utilities.

In addition, you can check the application control settings in your antivirus software to make sure Remote Utilities is among trusted programs and not being blocked.

Proxy server configuration is required

If your PC is connected to the Internet via a proxy server, you may need to specify the proxy server settings in the Viewer and/or Host, depending on which side the proxy server is located.

Disallowed connection mode in the Host settings

Make sure the connection mode you are trying to use is allowed on the Host side.

For example, if you are connecting in Full Control mode, make sure that the Full control checkbox is selected in Modes.

IP address or DNS name is incorrect

Make sure the IP address or DNS name entered under Direct connection in connection properties in the Viewer is the same as the IP address (or DNS name) of the corresponding Host PC. If you connect over the Internet you need to use the public (external) IP address of the Host and not a private (local) IP address. Learn the difference between public and private IP addresses.

If the router in your local network dynamically assigns IP addresses to network PCs, the local IP address of the Host PC might have changed. When connecting over LAN double-check that you use the current and valid IP address of the Host PC in your Viewer connection properties.

Incorrect Host port

By default, the Host listening port is TCP 5650. If you changed the default value to another value in Port settings of the Host, also make sure you updated the port in the corresponding connection properties in Viewer. You should also update the firewall rule with the new port value on the Host computer.

DNS names do not resolve properly

If you use the DNS name or computer name of the Host PC for remote connection, make sure DNS names resolve properly on the Viewer PC.

Incorrect or missing port forwarding rule

If the remote PC is located behind a router, you must add a port forwarding rule on the router to be able to connect to the Host from the outside. When creating the rule, make sure that you specify the destination local IP address and port correctly. See How do I set up port forwarding for the Host.

Alternatively, you can use an Internet-ID connection which will eliminate the need for configuring the router.

Tags: Connectivity

Was this article helpful?

This website uses cookies to improve user experience. By using this website you agree to our Terms of Service and Privacy Policy.