Cannot connect using Internet-ID connection
Internet-ID connection
An Internet-ID connection uses an intermediary server on the Web ("Internet-ID server") to broker a remote connection between Viewer and Host.
Address book
An address book is a place where you can keep and organize your remote connections. Each connection represents a specific remote computer. Connections have properties such as the destination address, access password (if saved), color depth and so on.
Remote Utilities allows you to back up and encrypt your address books stored locally.
Viewer
Viewer is a single "command center" used by a support technician/admin. The Viewer is where you keep your address book, start remote sessions and manage your licenses.
Host
The Host is a remote module installed on a target (i.e. remote) PC. This module works for both unattended and attended access.
Agent
Agent is a remote module for spontaneous-only support. The Agent displays its own window that can be branded with your custom logo and text. Agent doesn't require installation and administrative privileges to run.
Full Control and View
Full Control and View mode allows you to view the remote screen, move the remote mouse pointer and send clicks/keystrokes. You can switch between Full Control and View Only modes by using an icon on the mode window toolbar.
Internet-ID code
An Internet-ID code is a 12-digit number allocated to a remote Host. This code acts as the address of the remote computer when an Internet-ID connection is being used.
Symptoms
You cannot connect over the Internet using an Internet-ID connection. The connection thumbnail in the Viewer address book keeps showing "Offline" 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Remote Utilities is outdated or version mismatch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 
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.
The remote PC is turned off or there is no Internet access
Make sure that:
- The remote PC is turned on and can access the Internet
- There is no power outage
- The network device that provides access to the Internet, such as a router, is working properly
The Host cannot connect to a relay Internet-ID server
Make sure that Host has successfully connected to a relay server that brokers the Internet-ID connection. The Dashboard in Host configuration settings displays information about the current connection status:
If the Agent is used, the Agent window should say "Ready for connection":
Outbound ports are blocked by a firewall
Although an Internet-ID connection can traverse firewalls and NAT devices, it still requires some outbound ports to be open. Please, refer to this article for more information on what ports should be open for an Internet-ID connection to work properly.
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.
Internet-ID code mismatch
Make sure that the Internet-ID code you entered in connection properties on the Viewer side is the same as the Internet-ID code shown in Internet-ID connection settings on the Host side.
DNS name of the relay server does not resolve
Make sure that the DNS name id.remoteutilities.com resolves to an IP address properly on both sides of the connection.
Incorrect self-hosted server settings
If you use RU Server as your relay server, make sure that you integrate Remote Utilities with the server properly as described in this article.
Wrong PIN-code
If you enabled the PIN code function on the server make sure that you enter the correct PIN code in Host Internet-ID settings as described here.
