Knowledge Base

How to collect data for diagnosing connectivity issues

If you have difficulty making an Internet-ID connection work we recommend that you check the most common causes and solutions first. If all else fails, contact our technical support and provide the information below.

If you use our public (default) Internet-ID server, we'll need the following information:

  • Viewer log. Make sure you enable it first and collect some data.
  • Host log or Agent log depending on which module you use on the remote side.
  • The Internet-ID code of the connection in question.
  • Date and time when you were experiencing issues. Also please specify your time zone.

If you use a self-hosted Internet-ID server (RU Server), we'll need the following information:

  • Viewer log. Make sure you enable it first and collect some data.
  • Host log or Agent log depending on which module you use on the remote side.
  • RU Server log.
  • Approximately how many idle Hosts do you have at any given time? You can see how many idle Hosts you have in your server Admin console.
  • Do you also use the server for address book sync? If yes, then approximately how many connections do you have in your synced address book?

Please, zip all the files and attach them to your support ticket. You can create a support ticket if you have a Pro, Mini or Starter support level.

If you have Basic support level you can attach the zip file to an email and send it to support@remote-utilities.com. In the email please specify the Community forum thread where you initially reported the problem.

Tags: Connectivity, Support

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.