unable to connect remote server using the HP RGS

[AmarSutar1]

Hello everyone,

I am trying to connect to the remote server using the HP Remote Graphics Software but it's showing the error message "Unable to connect to sender".

Please find attached snap and help me to resolved this issue.

[Hawks_Eye]

Hi @AmarSutar1 

Welcome to the HP Support Community!

Thanks for posting your query! We're here to help you get back up and running.

It looks like HP Remote Graphics Software (RGS) is unable to connect to the sender, and the error message suggests that the hostname or IP address might not be resolving correctly. Here are some steps to troubleshoot:

1. Verify the Sender’s IP Address

• Ensure you are entering the correct hostname or IP address of the sender.
• Try pinging the sender from your computer (Win + R > cmd > ping [Sender_IP]) to check connectivity.

 

2. Check Firewall & Network Settings

• Make sure HP RGS Sender is allowed through the firewall.
• If using a VPN, ensure it is properly configured to allow RGS connections.

 

3. Restart HP RGS Services

• Open Services (Win + R > services.msc).
• Locate HP RGS Sender Service and HP RGS Receiver Service.
• Restart both services and try connecting again.

 

4. Verify Network Configuration

• If your network uses DHCP, ensure the sender has a valid IP address.
• If using a static IP, confirm that it matches the one entered in RGS.
   

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Take care, and have an amazing day!

Regards, 

Hawks_Eye

[KellyRGS]

Hello, when trying to make a Remote Boost connection, the sender and receiver must be able to see each other.  So if you are working remote, you would need to access your company network first, and then make the connection if the sender is at a company.  If you are having issues with connections on the same network, make sure that port 42966 is open for both TCP and UDP.  HP Velocity is enabled by default, and while the initial handshake will be TCP, it changes network traffic to UDP.  Some networks do not have this enabled, and will cause connection issues.  You can disable HP Velocity in the Receiver GUI settings.  If you still have trouble connecting, you might want to make sure there are no firewall rules in place to block the connection, whitelist Remote Boost Sender and Receiver.  

You can try pinging the sender from the receiver and see if you can get a valid ping.  If it is timing out, then you have an issue with either your network, or maybe the sender service is being shutdown by anti-virus, malware/intrusion detection software.  

Make sure your IP and/or Hostname is correct.  If you still have issues, please respond back, or send me an email at zcentral@hp.com.  I may want to collect some logs that can tell me what is wrong.  

Kelly

I am an HP employee.