No response when searching for pcAnywhere hosts over the Internet

This problem can occur due to following reasons:

  • Private IP Addresses:

    If the host uses a private IP address which is non-routable, you cannot access the host computer.

    The following range of IP addresses are private and non-routable:

    • 10.0.0.0 to 10.255.255.255

    • 172.16.0.0 to 172.31.255.255

    • 192.168.0.0 to 192.168.255.255

    If the host you are trying to reach has an address that falls into any one of these ranges, you will not be able to reach it over the Internet unless they are behind a proxy or NAT (network address translation) server, that server has been correctly configured to route to the intended host, and the appropriate ports are open.

    For more information on configuring NAT servers and routers, refer to the sections Firewalls and NAT or Proxy Server.

  • Dynamic IP addresses:

    A host that uses a dynamic IP address can change addresses every time the computer is connected to the Internet. If your host uses a dynamic IP address, you need the current address of the host each time you want to connect. For this reason, you may want to investigate a Domain Naming Service that can provide you with a static IP address. For more information, refer to the document How to use pcAnywhere with a Dynamic IP Address or Domain Name Service.

  • UDP Packet filtering:

    When a pcAnywhere remote attempt to connect to a host, it sends User Datagram Protocol (UDP) packets to the host through its "TCPIPStatusPort" port. pcAnywhere uses these packets to determine the name of the host and what the status of the host is. UDP packets are faster than Transmission Control Protocol (TCP) packets, but they are not guaranteed to be delivered.

  • Firewalls:

    If the host computer is behind a firewall, configure the firewall to allow the pcAnywhere connection. Contact your network administrator to confirm if there is a firewall in place. For more information on making an Internet Connection through a firewall, refer to the following documents:

    Using pcAnywhere over an Internet connection

    pcAnywhere IP port usage.

  • NAT or Proxy server:

    If the host computer is behind a proxy server or a NAT (Network Address Translation) server, you must have the IP address of the server. You cannot connect to the host directly.

    If your host is behind a proxy server you will not be able to browse for available hosts. The proxy server must be configured to pass the connection directly to the host. For more information, read: pcAnywhere and proxy servers.

    If your host is behind a server using Network Address Translation, configure it to allow you to browse for a list of hosts. For more information, read: pcAnywhere and Network Address Translation

    For more help to configure NAT or Proxy server, contact your network administrator.

This problem can also be caused by heavy Internet traffic. Before you go to Step 1, try retrieving the list of available hosts several times.

STEP 1

Configure pcAnywhere to connect to a specific address

  1. Right-click the remote connection item you use to connect to the host and then click Properties.

  2. On the Settings tab, in the "Network host PC to control" box, type the IP address of the host.

  3. click Apply, and then click OK.

    Try to connect to the host computer now. If the problem persists, go to Step 2.

STEP 2

Check the network path to host

  1. Click Start > Run.

  2. In the Run dialog box, type the following, and click OK:

    cmd

  3. In the command prompt window, type the following, and then press Enter:

    ping host_IP_adress

    Where host_IP_adress is the IP address of the host computer.

  4. Depending on the ping results, do one of the following:

    • If you can ping successfully and receive reply the host, then the host IP address is alive and potentially reachable.

      If the round trip times are higher than 350ms, you may get the timeout message before your remote receives a response from the host. If this is the case, see the document Troubleshooting pcAnywhere TCP/IP connections.

    • If the host is not reachable, there is a breakdown in the communication path and you can not connect to the host.

    If you cannot ping the host successfully, then it may be that the host's network is filtering out UDP packets. Go to Step 3 to disable UDP packets.

STEP 3

Disable UDP packets

  1. Click Start > Run.

  2. In the Run dialog box, type the following, and then press Enter:

    regedit

  3. In the registry editor window, navigate to the following key:

    HKEY_LOCAL_MACHINE\SOFTWARE\Symantec\pcANYWHERE\CurrentVersion\System

  4. In the right pane, double-click the key TCPIPConnectIfUnknown.

    If you cannot find the key TCPIPConnectIfUnknown, Click Edit > New > DWORD value. Name the new value TCPIPConnectIfUnknown, and then press Enter.

  5. In the Value data field, type 0 to disable the UDP packets, and then click OK.

    After disabling UDP packets you can connect to a host but you cannot browse for available hosts.

Try to connect to the host now. If the problem persists, read: Troubleshooting pcAnywhere TCP/IP connections.

Thank you!

Thank you for using Norton Support.

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DOCID: v60760614_EndUserProfile_en_us
Operating System: Windows XP, Windows Vista, Windows Server 2003, Windows Server 2008, Windows 7, Windows 2000
Last modified: 03/22/2013