RGS quits at "Authorizing..."

[Tzup]

Hello!

I bought an RGS licence and activate it on 01.22.2020. I`m new.

I have my workstation at my office a Dell Precision 7920 - rack version and back home i have an HP ProBook G1 450. I`ve installed the RGS Reciver (on the laptop) and Sender (workstastion) if i`m in LAN it works. But when over the internet at the connection screen after authentication I enter the user and password it try's to log in and at "Authorizing" point it just stops and disconnects sayin`: 

Looking into the debug log:

01-29-20 14:16:11 8940(11976) INFO  - #####################################################
01-29-20 14:16:11 8940(11976) INFO  - #
01-29-20 14:16:11 8940(11976) INFO  - # HP Remote Graphics Receiver Version: 7.7.0.20876    Build Date: Sep  6 2019
01-29-20 14:16:11 8940(11976) INFO  - #
01-29-20 14:16:11 8940(11976) INFO  - #####################################################
01-29-20 14:16:11 8940(11976) INFO  - Model            : HP ProBook 450 G1
01-29-20 14:16:11 8940(11976) INFO  - Serial number    : 2CE349274J
01-29-20 14:16:11 8940(11976) INFO  - BIOS UUID        : 2FAB55FF-6107-11E3-9673-CE39E75C1B10
01-29-20 14:16:11 8940(11976) INFO  - Number of Cores  : 8
01-29-20 14:16:11 8940(11976) INFO  - Is HP System     : 1
01-29-20 14:16:11 8940(11976) INFO  - Is VDI           : 0
01-29-20 14:16:11 8940(11976) INFO  - Is Touch Enabled : 0
01-29-20 14:16:11 8940(11976) INFO  - Graphic Adapters : [ AMD Radeon HD 8600/8700M, Intel(R) HD Graphics 4600, Microsoft Basic Render Driver ]
01-29-20 14:16:11 8940(11976) INFO  - OSVersionString  : Windows 10 (18362)
01-29-20 14:16:11 8940(11976) INFO  - Hostname         : DESKTOP-1R25I6B
01-29-20 14:16:11 8940(11976) DEBUG - UIDirector::initUI
01-29-20 14:16:13 8940(11976) DEBUG - UIDirector::initSessions - Number of sessions: 1
01-29-20 14:16:13 8940(11976) ERROR - D3D11Renderer::isSupported - D3D11Renderer::isSupportedHybrid graphics is not supported in this renderer [1]
01-29-20 14:16:13 8940(11976) DEBUG - RendererFactory[DirectD3D11Renderer] is supported = false
01-29-20 14:16:13 8940(11976) DEBUG - RendererFactory[D3D11Renderer] is supported = false
01-29-20 14:16:13 8940(11976) DEBUG - RendererFactory[DirectOpenGLRenderer] is supported = false
01-29-20 14:16:13 8940(11976) DEBUG - RendererFactory[OpenGLRenderer] is supported = false
01-29-20 14:16:13 8940(11976) DEBUG - RendererFactory[DirectBitmapRenderer] is supported = true
01-29-20 14:16:13 8940(11976) DEBUG - RendererFactory[BitmapRenderer] is supported = true
01-29-20 14:16:13 8940(11976) DEBUG - RendererFactory::getRenderer - Creating Renderer: DirectBitmapRenderer
01-29-20 14:16:13 8940(11976) DEBUG - ThreadedDecoder::ThreadedDecoder, using 8 threads
01-29-20 14:16:13 8940(11976) DEBUG - CursorStreamAdapter::ctor
01-29-20 14:16:13 8940(11976) DEBUG - VirtualMouseTutorial::ctor
01-29-20 14:16:13 8940(11976) DEBUG - InputSystemFactory::createInputSystemFacade - sessionId: 0
01-29-20 14:16:13 8940(11976) DEBUG - InputSystemFactory::createInputSystemFacade
01-29-20 14:16:13 8940(11976) DEBUG - InputSystemFactory::createInputRouterOperator
01-29-20 14:16:13 8940(11976) DEBUG - InputSystemFactory::createControllers
01-29-20 14:16:13 8940(11976) DEBUG - GestureToActionMappingFacade - ctor 
01-29-20 14:16:13 8940(11976) DEBUG - GestureToActionStorage - ctor 
01-29-20 14:16:13 8940(11976) DEBUG - GestureToActionMappingFacade::logMappings - found 0 gestures, 0 actions and 0 mappings.
01-29-20 14:16:13 8940(11976) DEBUG - InputSystemFactory::createStickyKeyFilter
01-29-20 14:16:13 8940(11976) DEBUG - InputSystemFactory::initInputRouterOperator
01-29-20 14:16:13 8940(11976) DEBUG - MouseControllerStack::ctor
01-29-20 14:16:13 8940(11976) DEBUG - InputSystemFactory::initInputSystemFacade
01-29-20 14:16:13 8940(11976) DEBUG - InputSystemFactory::initSetupMode
01-29-20 14:16:13 8940(11976) DEBUG - UIDirector::activateSession - ConnectionWarningColor set: 0x80b40000
01-29-20 14:16:13 8940(11976) DEBUG - ReceiverSystem::createManagers
01-29-20 14:16:13 8940(11976) DEBUG - HPVelocityFeature::ctor - registration not needed or bypassed.
01-29-20 14:16:13 8940(11976) DEBUG - ReceiverSystem::startManagers
01-29-20 14:16:13 8940(11976) DEBUG - SystemFeatureManager::start
01-29-20 14:16:13 8940(11976) DEBUG - RegistrationManager::start
01-29-20 14:16:13 8940(1664) DEBUG - Win32PluginProcessManager::getFilesInDirectory(): searching directory plugins\ice for plugins
01-29-20 14:16:13 8940(1664) DEBUG - PluginControllerCore::startPlugins: plugin response timeout configured as 10000 milliseconds
01-29-20 14:16:13 8940(1664) DEBUG - Win32PluginProcessManager::getFilesInDirectory(): searching directory plugins\com for plugins
01-29-20 14:16:13 8940(1664) DEBUG - PluginControllerCore::startPlugins: plugin response timeout configured as 10000 milliseconds
01-29-20 14:16:13 8940(11976) DEBUG - UIDirector::destroySplashScreen
01-29-20 14:16:13 8940(11976) DEBUG - ImageCodecQualityHandler::updateDomain - try to set image quality to 46
01-29-20 14:16:14 8940(11976) DEBUG - UIDirector::destroySplashScreen
01-29-20 14:18:09 8940(5992) ERROR - WinToWinReceiverSecurityContext::authenticateWindowsCredentials Receiver could not be authenticated.
01-29-20 14:18:09 8940(5992) ERROR - ReceiverSecurityContext::closeContext - Unable to close context
01-29-20 14:18:51 8940(6956) ERROR - ConnectThread::run(): sender must have quit during authentication (SSO), waiting for new sender to start
01-29-20 14:19:09 8940(6956) ERROR - ConnectThread::run(): New sender not started!
01-29-20 14:19:14 8940(6956) ERROR - Receiver::ProxyContainer::closeConnections - c:\projects\icelivesocket_3.7\icelivesocket-master\src\ice\cpp\src\ice\connectioni.cpp:2171: ::Ice::ConnectTimeoutException

Anyone can help out? I`m not an IT person.

[BeckyN]

It's possible that your firewall is blocking the connection.  If you turn off Velocity (Go to Receiver Settings and uncheck "Enable HP Velocity" does the issue go away?