Chris R.

MobiControl 13.4.0.4167 - Remote Control (non-html) fails

Description

Hi,

We have some users that experiencing an issue when attempting to remote control a device using the non-html5 version.  When they initially tried to use it, they were prompted to install the extra software to perform the function and everything worked as expected.  Now (after a few months of working) when they launch the remote control session, they get prompted to install the software again.  They go through the process and it fails, as it says it's already installed and then the remote control initiation fails.

 

Any thoughts on how to resolve this?  It seems to be a per-user/per-PC basis as it works fine for other users.

 


Thanks

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4 answers 0 upvote 26 views 3 days ago SOTI MobiControl

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4 Answers


Support Staff | posted this 3 days ago

Hello Chris, 

 

I believe this was first seen after an update to Google Chrome Version 58.  What browser and version are you using?

Can you use another browser to access the MobiControl Console? 

 

 

Technical Support | SOTI Inc. | +1 905.624.9828 | support@soti.net | soti.net |

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Chris R. | posted this 3 days ago

Confirmed.  The users are able to access as expected with IE and Firefox.  I'll direct them to use those for now instead of Chrome.  Any idea what caused the issue or if there will be a resolution?


Thanks

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Support Staff | posted this 3 days ago

 

 

At the time it was brought o our attention "Google had recently released version 58 of the Google Chrome browser. This version has a change in how it deals with certificates as presented by the server which causes our remote control launcher to no longer be trusted by default. This manifests itself when attempting to remote control a device by causing the remote control plugin installer to repeatedly download, no matter how many times it’s run."

 

 

 

Here are two possible solutions to work around this issue.

 

  1. The first is to simply use another browser. In particular, both Internet Explorer and Firefox are known to still work with the current remote control solution.
  2. The second is to manually override the invalid certificate warning temporarily within Chrome which allows remote control to function as normal. To do this, open https://127.0.0.1:38103/ in the browser, click Advanced in the security warning message that pops up, and click “Proceed to 127.0.0.1 (unsafe).” This will bring a message saying that remote control has now been installed. You should now be able to go back to the web console and remote control devices. Please note that this solution is not permanent and will have to be repeated from time to time. Additionally, if the customer has a green “Secure” note in the address bar, this will change to a red “Not Secure” note when remote controlling devices. This is unavoidable for the time being, but is not an indication of a security breach on the web server.

 

Nonetheless we would be more than glad to address your circumstances directly by submitting a case with support@soti.net for a permanent fix.

 

I have included the link to create a case below.

 

http://www.soti.net/services/support/supportcase/ 

 

Hope this helps!

 

 

Technical Support | SOTI Inc. | +1 905.624.9828 | support@soti.net | soti.net |

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Chris R. | posted this 3 days ago

Thanks for the details on that issue.  I confirmed that workaround 2 worked on a users machine.

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