Cannot connect using Internet-ID connection
Internet-ID
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 collection of records also called connections with each connection representing a remote PC. Connections have properties that define specific characteristics of a remote session, such as the destination address, access password, color depth and so on. Connections can be grouped into folders.
By default, address books are backed up daily. You can also enable local address book encryption in which case you'll need to enter your password each time you open the Viewer.
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.
Internet-ID code
The Internet-ID code is a unique 12-digit number assigned to a Host 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.
Possible causes and solutions
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
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.
Make sure that the Host has successfully connected to a relay server that facilitates the Internet-ID connection. You can tell if the Host has successfully connected to a relay server, if there is a continuous blue dot on the Host icon in the system tray:
If the Agent is used, the Agent window should say "Ready for connection":
If the Host/Agent still cannot connect to the routing server, this is most likely caused by necessary outbound ports being blocked by your firewall at the PC or organization/ISP level or both. Please, refer to the next item below.
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.
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 section 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.
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.
Make sure the connection mode you are trying to use is allowed on the Host side.
For example, if you are trying to connect to the remote Host in the Full Control mode, make sure the Full control check box is enabled in the Modes tab.
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.
Make sure that the DNS name id.remoteutilities.com resolves to an IP address properly on both sides of the connection.
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.
If you use a shared secret, make sure that the shared secret on the Viewer side is the same as on the Host side.
