Remote Control Stuck

Remote Control Stuck

Hi,

I'm having trouble doing the remote control, the remote control is stuck as shown.


but when we use the plugin version remote control, the remote control runs smoothly.
we use soti mobicontrol 15.0.1.1181

8 Answers

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Marcus Breitenthaler | posted this 28 May 2021

HI Carmadi,

 

is the Port 443 open for the Web base RDP to the Device ?

The Plugin is Using the Port 5494.

See Soti Help:

https://www.soti.net/mc/help/v15.1/en/setup/installing/network_ports.html

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Carmadi | posted this 28 May 2021
 Hi Marcus,
we have checked it for port 443 has been successfully opened and 
the remote control web base is still stuck.
but when we tried the remote control on a computer
in the same server network the remote control went smoothly.
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Marcus Breitenthaler | posted this 28 May 2021

Hi Carmadi,

 

that sounds like an internal Firewall Issue.

That Port 443 is Blocked in other IP Ranges?

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Raymond Chan | posted this 29 May 2021

Hi Carmadi

In response to your explicit message to me requesting for an answer, I can only say from your limited descriptions that I agree with Marcus, and your firewall settings seem to be the cause of your problem if remote control of the SAME device is OK in one subnet and not in another.

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JCMOD@SOTI | posted this 07 June 2021

Hi Carmadi,

 

Did you manage to resolve the issue? Could you share the resolution you found? If the issue is not resolved, I suggest you look into ensuring your MobiControl installation meets the minimum requirements and that you're using the latest version of SOTI Assist.

 

Regards,

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

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Carmadi | posted this 09 June 2021

Hi,

sorry in advance, just letting you know.

I've checked the firewall and tried testing port 443 by telnet and connected successfully. but when I try the remote via an external network it's still stuck. if that's because port 443 is closed, the Soti dashboard shouldn't even be able to open because it's still on the same server. are there other possible causes? we use soti assist version 1.5

 

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Raymond Chan | posted this 09 June 2021

Have you looked for any warning/error messages in the DS/MS/DSE log files?  They might shed some light on the status of different entites when the remote-session gets stucked.

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JCMOD@SOTI | posted this 21 June 2021

Hi Carmadi,

 

I suggest you raise a Support Case via support@soti.net / support.eu@soti.net. We can then efficiently look at the issue together and aim for a prompt resolution.

 

Regards,

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

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