Using remotepc.com application disconnecting - could be nod32 app?

[Guest pcts]

We use ESET NOD32 Antivirus on all computers on our LAN.   We are trying to get remotepc.com application to work for our users out of the office to dial in but they keep having issues with the computers disconnecting frequently and I'm not sure if our antivirus could be causing it.   Any ideas on how we can check without disabling antivirus and leaving the computer vulnerable?   Maybe there's a way to allow this application to not be blocked or something like that if it is the cause for the disconnect issues we are experiencing?   Thanks for any info. 

[Marcos 5,234]

I'm afraid that without temporarily uninstalling ESET you won't know what is causing the issue. If it's Windows 10, Windows Defender will temporarily protect the system. It provides decent protection so it shouldn't be a problem to temporarily uninstall ESET. Speaking about computers in LAN, do you mean that you have ESET Endpoint Antivirus on the clients and not ESET NOD32 Antivirus?

[itman 1,741]

NOD32 doesn't include Network Protection as Internet/Smart Security versions do. As such, it wouldn't be related direct network connection monitoring activites.

I would temporarily disable SSL/TLS protocol scanning in Eset Internet Protection section and see if that resolves the issue with this remotepc.com app.

[Guest pcts]

Thank you both for your input.  I will try your suggestions above and report back.   Much appreciated.

[Guest pates]

Marcos - We have ESET NOD32 Antivirus installed on each of the pc's on the lan (Windows 10 pro).  We are having difficulty connecting from outside the LAN (employees working from home at the moment due to corona restrictions).  

[itman 1,741]

Based on the below, remotepc is using port 443 exclusively:

Quote

In case you need to configure the firewall permissions manually, allow the following TCP port numbers and executables.

Server address:*.remotepc.com

Port number:443

Executables for Windows OS:

RemotePCUI.exe
RemotePCDesktop.exe
RemotePCService.exe
RPCFTViewer.exe
RPCFTHost.exe
RPCCoreViewer.exe
RPCUtilityHost.exe
RPCDownloader.exe
RPCFirewall.exe
RPCUtilityViewer.exe
RPCPrinterDownloader.exe
RemotePCLauncher.exe
RPCViewerUI.exe

https://login.remotepc.com/faq_firewall

As such, this has to be a NOD32 SSL/TLS protocol scanning issue. Did you disable it on a test device as requested? If this disabling doesn't solve the issue, uninstall Eset on the test device. If the issue continues with NOD32 uninstalled, the issue is not related to NOD32.

 

Edited February 25, 2021 by itman

[itman 1,741]

If Eset protocol filtering turns out to be the issue, you can enter, one by one, the above shown remotepc executable's as exclusions to Eset's protocol filtering until all the conflicting .exe's have been excluded.