MobiControl - Remote Control (non-html) fails -Requires plug-in download & install

MobiControl - Remote Control (non-html) fails -Requires plug-in download & install

Whenever I try to remote control a Windows CE device, I am prompted to download and install the remote control plug-in (SotiRemoteControlInstaller.ms) and then restart my browser.

Things worked for several months & then it suddenly fails. This is now the second machine with exactly the same behaviour. Sometimes, killing the SotiRemoteControlLauncher.exe & restarting the browser works, sometimes not.

Similar to this issue, my remote control sessions do not work. Unfortunately, I am using Internet Explorer 11 and not google Chrome. the work around suggested in that thread does not work for me.

 

Soti MobiControl: v13.3.0.3851

Desktop OS: Windows 10 v1709 (build 16299.492)

Browser: IE 11, MS Edge, Google Chrome 67.0.xxx)

Download SotiRemoteControllInstaller.exe

15 Answers

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Ian C. | posted this 09 July 2018

Snip of MCRemote.log

 

2018/07/03 11:39:39.414(0x0000451c): EVENT: CWinEventList::Add:Added event index=0, Handle=820H pData=0H
2018/07/03 12:05:18.137(0x000039a8): ERROR: LOGMGR: Can't read enabled
2018/07/03 12:05:18.162(0x000039a8): EVENT: MCRemote: -s
2018/07/03 12:05:18.593(0x000039a8): EVENT: CreateImageLists: Add device icon @179
2018/07/03 12:05:21.086(0x000039a8): EVENT: FileConnect: Agent=13.30, flags=00000800, skin=0 [], url=[]
2018/07/03 12:05:21.121(0x000039a8): EVENT: Worker thread limits set to min=8 max=16
2018/07/03 12:05:21.132(0x0000204c): EVENT: Worker thread started
2018/07/03 12:05:21.142(0x00003d64): EVENT: Worker thread started
2018/07/03 12:05:21.149(0x00002738): EVENT: Worker thread started
2018/07/03 12:05:21.160(0x00002ebc): EVENT: Worker thread started
2018/07/03 12:05:21.167(0x0000179c): EVENT: Worker thread started
2018/07/03 12:05:21.175(0x000022c8): EVENT: Worker thread started
2018/07/03 12:05:21.182(0x00001eb4): EVENT: Worker thread started
2018/07/03 12:05:21.190(0x00000eac): EVENT: Worker thread started
2018/07/03 12:05:21.197(0x000039a8): EVENT: ConnectThruDS: DS=[sotiserver.domain.tld:5494,#.#.#.#:5494,soti.domain.tld:49159,#.#.#.#:49159], Last=[sotiserver.domain.tld:5494]
2018/07/03 12:05:21.330(0x000039a8): EVENT: SSL: TargetName: 458F7F7B.sotiserver.domain.tld:5494
2018/07/03 12:05:21.652(0x000039a8): EVENT: SSL: Connection info: Protocol=00000080, Exch=0000AE06 (256), Hash=00008004, Cipher=00006610 (256)
2018/07/03 12:05:21.668(0x000039a8): EVENT: CC::ConnectThruDS Host=sotiserver.domain.tld:5494, port=5494, hr=0x00000000
2018/07/03 12:05:21.676(0x000039a8): EVENT: CC::ConnectThruDS sotiserver.domain.tld:5494 connected
2018/07/03 12:05:22.963(0x000039a8): EVENT: CC::ConnectThruDS Send RCMsg Stage[3] on UIAddr OK
2018/07/03 12:05:22.979(0x000039a8): EVENT: CC::ConnectThruDS Send RCMsg on ScrAddr Stage[3] OK
2018/07/03 12:05:22.986(0x000039a8): EVENT: CC::ConnectThruDS Connected OK
2018/07/03 12:05:23.101(0x000047ec): EVENT: New connection entry, index=0, name=Logger, host=sotiserver.domain.tld, sock=2616, port=5494
2018/07/03 12:05:23.113(0x000047ec): EVENT: SSL: TargetName:
2018/07/03 12:05:23.266(0x000047ec): ERROR: SSL: Failed to verify host name
2018/07/03 12:05:23.281(0x000047ec): ERROR: CommMgr: Error 80090325 handshaking with sotiserver.domain.tld
2018/07/03 12:05:23.290(0x000047ec): ERROR: PPD::SendLogToDS: Error connecting host sotiserver.domain.tld
2018/07/03 12:09:42.230(0x00002280): ERROR: Socket: The connection has been gracefully closed
2018/07/03 12:09:42.243(0x00002280): ERROR: SC: Error 800704CA receiving data
2018/07/03 12:09:42.254(0x00002280): ERROR: PC::WaitMessage: Error 0x800704ca reading data
2018/07/03 12:09:42.263(0x00000b6c): ERROR: R::Receive:Error reading cmd from stream
2018/07/03 12:09:42.335(0x00000b6c): EVENT: New connection entry, index=1, name=Logger, host=sotiserver.domain.tld, sock=3076, port=5494
2018/07/03 12:09:42.347(0x00000b6c): EVENT: SSL: TargetName:
2018/07/03 12:09:42.429(0x00000b6c): ERROR: SSL: Failed to verify host name
2018/07/03 12:09:42.439(0x00000b6c): ERROR: CommMgr: Error 80090325 handshaking with sotiserver.domain.tld
2018/07/03 12:09:42.448(0x00000b6c): ERROR: PPD::SendLogToDS: Error connecting host sotiserver.domain.tld
2018/07/03 12:09:44.099(0x000039a8): EVENT: CWinEventList::Add:Added event index=0, Handle=828H pData=0H
2018/07/03 12:09:44.112(0x00000eac): EVENT: Worker thread received shutdown signal
2018/07/03 12:09:44.123(0x00000eac): EVENT: Worker thread terminated

 

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Ian C. | posted this 09 July 2018

Snip of SotiRCLauncher.txt

SotiRemoteControlLauncher.exe Information: 0 : 09/07/2018 11:01:48 Server Connection secured: True
SotiRemoteControlLauncher.exe Information: 0 : 09/07/2018 11:01:48 Starting RC: {"AgentVersionHigh":13,"AgentVersionLow":30,"Certificate":"3082024...","CertificateKey":"EC1B83...","CertificateKeyLength":0,"CertificateLength":0,"Company":null,"CompressionLevel":1,"ConfigurationAttributes":2048,"ConnectionMode":0,"ConnectionName":null,"ConnectionTimeout":20,"ConnectionType":10,"DeviceId":"50006F...","DeviceName":"xxx","EnableSSL":true,"Host":"sotiserver.domain.tld:5494,#.#.#.#:5494,soti.domain.tld:49159,#.#.#.#:49159","Language":-1,"NoActivityTimeout":30,"Permissions":4095,"RemoteControlAttributes":128,"RemoteControlSecurityToken":"8EC8033AAAE14EA3","RootCertificate":"30820...","RootCertificateLength":0,"Sensitivity":0,"ServiceHost":"sotiserver.domain.tld","SessionId":"MCSessionId=we07V...","SkinName":null,"SkinPath":null,"SkinUrl":null,"UserName":"xxx"}
SotiRemoteControlLauncher.exe Information: 0 : 09/07/2018 11:01:48 Failed to map shared memory CreateFileMapping() 5
SotiRemoteControlLauncher.exe Information: 0 : 09/07/2018 11:01:48 Failed to map shared memory
SotiRemoteControlLauncher.exe Error: 0 : 09/07/2018 11:01:48 Failed to start MCRemote.exe System.NullReferenceException: Object reference not set to an instance of an object.
at SotiRemoteControlLauncherIntreop.RemoteControlInterop.CreateParameters(RemoteControlParameters parameters, Boolean globalStore)
at SotiRemoteControlLauncher.RemoteControlLauncher.startRCApplication(String rcSharedData, Int32 remotePort)

 

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Raymond, Chan | posted this 09 July 2018

 

If you are prompted about downloading and running the plug-in every time you start a remote control session on the same web-console host machine,  your plug-in(s) is/are likely not installed properly

 

Have you checked whether you have multiple remote plug-in installed on your computer starting the remote-control session?

 

To fix, you can try the following:

- log-off the Web-console session.  Close ALL other browsing sessions, if any, for the web browser you are using.

- Uninstall ALL  MobiControl remote control plug-in previously installed on the system (from Control Panel -> Uninstall program)

- Run the latest  downloaded remote plug-in (whose version & build numbers should match those of your MC server)

- Reboot your computer 

- Log in the web-browser and start a remote control session.  If everything goes OK,  you should not be prompted again whether to download the remote plug-in, not until your server is patched with a new minor/major version change.  

 

 

Have you been able to start a single SUCCESSFUL remote control session on any device any time in the past?  If not, and you have  similar warning/error log entries similar to those you posted all the time, then your MC server, SSL certificate or firewall settings were probably  not properly configured.   In that case,  you might need to share some screenshots of your MCadmin tabs to debug the problem.

 

 

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Ian C. | posted this 09 July 2018

Yes, I have had successful remote connections from my desktop to devices previously.

 

There is only one installation of the Soti Remote Control Service in the ARP Control Panel. Downloading and trying to re-install allows me the option to either repair or uninstall. No re-installation is available.

Uninstall & reinstall of the service previously did not resolve the issue. I will try it on this newer machine.

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Raymond, Chan | posted this 09 July 2018

Whenever you have your MobiControl server updated (even a minor build number patch, and not just in a major version upgrade), it is likely that there is a need to first uninstall the old remote plug-in followed by installation of the new one.  Otherwise, there can be repeated prompt for downloading/re-installation of the latest plug-in.  

 

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Support Staff | posted this 09 July 2018

Hi Ian, 

 

This is an issue that has occurred before and has had various methods of resolving so pardon me if I have to provide a few suggestions to resolve this.

 

What version of .NET do you have installed and can you tell me a bit about the system specs you are having this problem with?  Also have you tried to RC  with chrome?  What about from another PC? 

 

Can you try to remove the plug-in (uninstall) and the C++ from your PC and reboot it and then try to use Firefox or Chrome (alternate browser) to install the plug in instead?  Please select to install this for everyone, in the installation tabs, if this works it should stop prompting for installation afterwards.

 

Let me know if this helps.

 

Cheers,

Technical Support | SOTI Inc. |1.905.624.9828 | support@soti.net | soti.net |

Technical Support | SOTI Inc. |1.905.624.9828 | support@soti.net | www.soti.net |

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Ian C. | posted this 11 July 2018

Thanks, but we have not upgraded Soti in the last 12 months. This is not an issue with different versions.

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Ian C. | posted this 11 July 2018

This machine has the following specs

  • Surface Pro 4
  • 8GB RAM
  • 128GB SSD
  • Core i5-6300 CPU
  • Windows 10 Pro v10.0.16299
  • UEFI mode boot
  • using the dotNETInspector
    • .Net 1.0 not installed
    • .Net 1.1 not installed
    • .Net 2.0 service pack 2
    • .Net 3.0 service pack 2
    • .Net 3.5 service pack 1
    • .Net 4.0 Client installed
    • .Net 4.0 Full installed
    • .Net 4.5 installed
  • Only one plug in installed in the Control Panel
  • Many successful connections from this machine in the past

 

I have uninstalled, re-installed & rebooted. For now, the problem has gone away.

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Majid | posted this 11 July 2018

For me only Internet Explorer was able to initiate the non-html Remote Control.

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Raymond, Chan | posted this 11 July 2018

Although I heard some of my customers also experience similar problem as you,  I would also like to let others know that I still can start non-html remote control session successfully with either Internet Explorer, Chrome, or Firefox browser running on my Win 10 notebook computer, just like older MobiControl versions on other Windows 7 or older computers a few years ago. 

 

I ran them successfully in a row  a few minutes ago to reconfirm.  

 

 

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Wayne Wang | posted this 12 July 2018

I have a similar issue as well.

My case is:

2 admins (A, B) on this box.

Admin A is the one who install RC plug-in on the server.

He can remote control all devices with RC plug-in without any issue.

If admin A is connecting to the box (logon the server) when admin B tries RC plug-in, the RC plug-in window will be opened on admin A's session and admin B will not see any responses when he clicks on RC plug-in.

If admin A is not on the server and admin B tries to use RC plug-in, the download message will pop up and ask admin B to download and install RC plug-in again.

Has anyone seen this before?

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Raymond, Chan | posted this 13 July 2018

Did Admn A choose the option to install the plug-in for ALL users rather than just for himself/herself on that machine?  If you are not sure, just close all browser sessions, uninstall the plug-in from control panel, reboot, re-run the downloaded plug-in executable again to install for ALL users, and reboot again. 

 

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Support Staff | posted this 17 July 2018

Hi Ian, 

 

Has this resolved your circumstances?

Technical Support | SOTI Inc. |1.905.624.9828 | support@soti.net | www.soti.net |

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Ian C. | posted this 17 July 2018

Yes, thank you.

"I have uninstalled, re-installed & rebooted. For now, the problem has gone away."

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Raymond, Chan | posted this 18 July 2018

"For Now" ??

 

As mentioned in my earlier post, it is likely that there is a need to first uninstall the old remote plug-in followed by installation of the new one whenever you have your MobiControl server updated (even a minor build number patch, and not just in a major version upgrade).  This seems to be always the case ever since I  first used MobiControl a few years ago. 

 

I actually don't consider this as a problem because remote control operation requires communication that must have matching device agent and server-related module.  Hence, I would rather consider this PROPER plug-in update task as a small but often essential part of any server upgrade procedures.  This is often forgotten, probably because the plug-in module resides on the machine starting the remote-control session, rather than on the MobiControl server machine.

 

Finally, it is very interesting that many users of this forum launching his/her topic question will mark as solution the brief post that he/she tell everyone the solution provided by others work.   Shouldn't  it be  logical to mark the post(s) actually giving the solution details as the solution?   Most forum users, especially the newcomers, can then locate the solution details much more efficiently, without the need to go through a possibly very long list of posts.

 

 

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