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Cannot connect to a pcAnywhere host through a router

Symantec does not provide support on the configuration of routers. For information and support on the configuration of a router, consult the router manufacturer.

To connect to a pcAnywhere host that is located behind a router and using Network Address Translation (NAT), a one time configuration of the router called "Port forwarding" must be performed. This means that specific ports on the router must be opened to let the pcAnywhere information through, and then identify which computer on the network is to be used as the host.

Configure the host computer to use an internal static Internet Protocol (IP) address

  • Technically, there are two IP addresses used for the host computer, one internal and one external. The internal IP address is private to the local area network (LAN) and can only be reached through the router. Local IP addresses on the LAN are assigned to computers by the router. For pcAnywhere to function correctly, the local IP address of the pcAnywhere host computer must use a static IP address so that the IP address does not change. For instructions on setting up an internal static IP address, read this Port Forward article.

    For information on routable IP addresses for a pcAnywhere host, read: How to determine the pcAnywhere host's TCP/IP address.

Ports 5631 (TCP) and 5632 (UDP) must be opened on the router.

  • pcAnywhere uses port 5631 as the TCP (Data) and port 5632 as the UDP (Status) ports. Opening these ports allow the pcAnywhere information to pass through the router to the host, located behind the router. Also, the router must be configured to send this information to the particular pcAnywhere host computer. This is called "port forwarding." If the router includes a firewall, ensure that both pcAnywhere ports are open.

    For information on port forwarding and router firewalls, read this Port Forward article.

    To verify that ports are forwarded correctly, read the following document: How to remotely verify if a router's ports are open.

Other considerations for an Internet connection involving a router

  • The following information should be checked if there are problems connecting to a pcAnywhere host involving a router:

    • After the router is configured, the pcAnywhere remote computer needs the external IP address of the host computer. To determine the external IP address of the host computer, see the document: How to determine the pcAnywhere host's TCP/IP address.

    • The external or Wide Area Network (WAN) IP address assigned to your router by your Internet service provider (ISP) may be a dynamic IP, meaning that it is subject to change without notice. One way of accommodating such an IP address is to use a domain naming service (DNS). For more information on this, read the document: How to use pcAnywhere with a Dynamic IP Address or Domain Naming Service.

    • The other option is to purchase a static IP address from your ISP. While either way will work, a static WAN IP is generally more expensive. A WAN IP is the external IP of the router, not the internal IP of the host computer. If you do not know whether you have a dynamic WAN IP, contact your ISP.

    • If there are multiple pcAnywhere hosts located behind the router, see the document: How to configure multiple pcAnywhere hosts behind a router.

    • If you have difficulty making a connection, temporarily install the pcAnywhere remote on another computer on your LAN and try to connect to the host using the host's private IP address. If this works, pcAnywhere is configured correctly and you may have a network issue.

    • Ensure each pcAnywhere host located behind the router is properly licensed. For pcAnywhere licensing information, see the document: pcAnywhere licensing.

    • Linksys has updated firmware for most of their routers. Download the firmware updates from the Linksys website.

    • For help configuring Linksys routers see the document: How to configure a Linksys router to allow pcAnywhere connections.

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DOCID: kb20080429100127EN_EndUserProfile_en_us
Operating System: Windows 2000, Windows 2003 Server, Windows 98, Windows Me, Windows XP
Last modified: 03/25/2013