Remote General Discussion

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Valued Mentor
MaximUdod
Posts: 524
Registered: ‎01-14-2010
Message 11 of 17 (543 Views)

Re: Fail to install "Service uninstall error code:-4"

09-23-2013 08:57 AM in reply to: asburyj
I've already tried this way.

They claim that info is not enough unless exat addresses are known.

Just FYI: the first and second are at least are redirected to
http://render.otoy.com/ when entered to IE address field.

Third (http:\\otoyserver.com) returns "Error Code 11004: Host not
found".

Does this means the third domain is blocked?
Product Support
asburyj
Posts: 437
Registered: ‎08-26-2008
Message 12 of 17 (538 Views)

Re: Fail to install "Service uninstall error code:-4"

09-23-2013 09:03 AM in reply to: MaximUdod

You would want to unblock the entire domain not any any one particular subdomain. Hence the addresses with the * placeholder (IE. *.otoyserver.com). Has your IT group confirmed the ports I porvided are open on your network?



Jeffry Asbury
Valued Mentor
MaximUdod
Posts: 524
Registered: ‎01-14-2010
Message 13 of 17 (535 Views)

Re: Fail to install "Service uninstall error code:-4"

09-23-2013 09:07 AM in reply to: asburyj
They claim that nothing is blocked deliberatly
Employee
schmiej
Posts: 28
Registered: ‎08-12-2008
Message 14 of 17 (530 Views)

Re: Fail to install "Service uninstall error code:-4"

09-23-2013 09:15 AM in reply to: MaximUdod

Sorry to see your having issues with connecting.  Let's look at a few items before we continue:

 

1) On the host machine, when you set it to share, does the machine stay in a "sharing" state?  Or does it switch back to the off state?

 

2) Is both the host system and the client system in the same network?

 

3) When connecting to the host machine, do you see a message on the system that says something like connection established... in a task bar popup?

To see this message have the host machine unlocked before connecting to it and watch the system.  If you get the popup message and then it closes this is an indicator of firewall UDP port blocking.  

 

4) On the host machine,check if WebCL Service is running, also check if the servive Autodesk Remote is running.

 

5) Do you know if your IT deparment has packet shappers running on the network?

 

We do have a FAQ that documents the ports and firewalls required.   Has your IT department reviewed these?

 

I hope answering some of these questsion will help us isolate where the connection failure is occuring.

Valued Mentor
MaximUdod
Posts: 524
Registered: ‎01-14-2010
Message 15 of 17 (514 Views)

Re: Fail to install "Service uninstall error code:-4"

09-24-2013 08:52 AM in reply to: schmiej
Thank you for trying to help me with that. Answers are:

1. Yes - host stays ON.

2. I tried both: same network and different networks (haven't
noticed much difference). Now I keep trying on the pair of PC that
belongs to the same network.

3. Now (after 4) - sometimes.

4. AR service was stopped on one of PCs. Now it is started.

5. They pretend to haven't set anything deliberately ... yet QoS is
on by default in all moderm OSes. I believe there is nothing new in
http://usa.autodesk.com/adsk/servlet/ps/dl/item?siteID=123112&id=2198187
5&linkID=9240617 apart from what you have already mentioned.



All-in-all after fixing point 4 one of two is now pretend to connect to
second (connection established) just to show Black Window (approx. res.
1024x768).



On the other hand second can't connect to the first (after 30 seconds -
Unable to connect).



Any further ideas?
Employee
schmiej
Posts: 28
Registered: ‎08-12-2008
Message 16 of 17 (512 Views)

Re: Fail to install "Service uninstall error code:-4"

09-24-2013 08:59 AM in reply to: MaximUdod

Seeing the message pop-up and then go away indicates the ports are blocked.  The 1st attempt to connect is thru TCP/IP. Once that connection is established, UDP protocal takes over to stream the desktop.  Your descriptions indicate the UDP protocal is blocked either entirly or for particular domains (for both the black screen and connect/discconect message). We also know that some packet shapers will block as well.

 

Unfortunatly, your IT departmet will need to take a deeper look at the firewall rules and other packet managment services.  

 

 

Valued Mentor
MaximUdod
Posts: 524
Registered: ‎01-14-2010
Message 17 of 17 (401 Views)

Re: Fail to install "Service uninstall error code:-4"

10-14-2013 04:56 AM in reply to: schmiej

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