Legacy Remote Control repeatedly prompts to download and install

Legacy Remote Control repeatedly prompts to download and install

This has been an ongoing frustration since the Version 11 days (we're on 14.2 now), it doesn't matter which computer I use no matter how many times I download and install the legacy remote and restart my browser I get prompted again the next time to do the same. My IT department fixed it on my work laptop and I had it working on my home machines but maybe a Windows or Chrome update borked something because I can't make it work.

 

I need the legacy control because I need the Application Manager capability which the HTML5 version lacks.

 

What can I do to fix this?

 

Thank you,

 

Matt

(if it matters we are in the Mobicontrol cloud)

  • 01 May 2019
  • SOTI MobiControl
  • 7 Answers
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    • 7 Answers
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7 Answers

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John Aiston | posted this 01 May 2019

Hi Matt, yes I have always got the same experience with the legacy plugin since 13.x.

 

You can try to resolve it by ensuring you are running Internet Explorer with administrative rights and choose advanced, then 'Install for all users of this machine'.

 

Like you have described though, On the most part, I do have to uninstall it and reinstall it when I use it.

 

John.

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Matt Rogers | posted this 01 May 2019

Thanks John, I'll give that a shot, but I run Windows using an admin credential and there are no other users on my machines. I use Chrome exclusively, and since even Microsoft no longer recommends IE and they have moved Edge to the Chromium platform I would think that support for Chrome would be table stakes in this day and age

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Raymond Chan | posted this 01 May 2019

The Remote control plug-in certainly works with Chrome browser too.   This problem has been answered more than once in the past.

 

Just close all sessions of your web browser.  Open Control-Panel-> Remove/Uninstall Program, and uninstall  ALL "SOTI Remote Control Service" item(s) previously installed.  It will be even better if you reboot your computer.  Then open your web browser, start the web-console and download and install the remote plug-in as usual.  If the remote control session does not start,  close all sessions of the web-browser and then restart it again.

 

Apparently, every time your server has been patched/upgraded, there is a possibility that a new RC plug-in is needed and the problem seems to come back.  Just repeat the above procedure to get the latest RC plug-in properly installed and everything should works fine again.

 

 

 

 

 

 

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TJ Bukoski | posted this 01 May 2019

The most common cause of this issue is that the Remote Control Plugin is not running when you initialize the RC session.

 

You can test this by visiting this link:

https://127.0.0.1:38103/

 

Your browser should say:

"Your remote control has now been installed. Please go back to Web Console and try again."

 

If it does not, then you should check your windows startup options to see if the Remote Control plugin executable is there (and also the latest version).

Usually the SOTI Tech Support team will tell customers to uninstall the plugin and reinstall. This is mostly just to clear the registry entries for older versions and attempt to re-insert the executable into the Windows Startup settings.

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Matt Rogers | posted this 03 May 2019

Thanks Raymond. Believe me, I search the forums before I post but I couldn't seem to get the precise combination of keywords that would find the answer so I had to ask the question again. 

It isn't a matter of the server being upgraded or patched, we have been on 13.3 for 2 years with no build upgrades, the only changes was we had a new agent injected last month but while my work laptop has been rock-steady with the remote control capability my home boxes have lost this several times so maybe it is a Windows or Chrome thing on my side that keeps interfering? But then again, I patch my laptop too and pull new versions of Chrome all the time so even that doesn't add up.

I got it working by using "Advanced" and installing for all users even though I am the only user.

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Matt Rogers | posted this 03 May 2019

Thanks TJ. Someone from SOTI had advises this a few years ago but I thought it was a one-time thing and neglected to save this to my toolbag of tricks. It's in there now!

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Raymond Chan | posted this 03 May 2019

Hi Matt,

It's good to know your problem is solved.   Choosing " 'Install for all users of this machine" when installing the remote-control plug-in is a must in any case and need not be mentioned if one know about this requirement.    However,  from my experience in the last few years,  if improperly installed or outdated remote control plug-in's have not be cleaned up before the latest plug-in installation,  there will be endless repeated prompt for the plug-in installation.   

 

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