SOTI v14.3 On-Prem - SOTI Assist RC not working following installation

SOTI v14.3 On-Prem - SOTI Assist RC not working following installation

Hi All,

Installed SOTI Assist on my On-prem instance yesterday as was keen to see the RC experience vs the legacy client.

All installed OK, however when I try to RC any device I get the following error: -

"Error: WebSocket closed without sending a close frame"

Anyone know why this is happening and is there a quick fix for it?

Thanks

 

  • 12 March 2019
  • SOTI Assist
  • 13 Answers
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    • 13 Answers
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13 Answers

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John Aiston | posted this 12 March 2019

Hi, I had similar issue when I first tried SOTI Assist RC.  The solution for me was when I re-installed SOTI Assist,  on the SOTI Assist settings page, I entered the external name of the server that the devices see, not the internal server name.  The wizard had automatically entered the server name which is not the external FQDN name for me.

for instance,

Host:    <externalhostname>

Domain:   <externaldomain>

- which will match the external FQDN name of the SOTI mobicontrol server.

 

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Paul Piper | posted this 12 March 2019

Hi John,

 

Appreciate the response.  I'll try uninstalling and re-installing using the external FQDN see if that helps.

 

I did try changing it after installation but didn't resolve.

 

Cheers

 

Paul

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Paul Piper | posted this 12 March 2019

Hi John,

Tried reinstalling using the external FQDN in the SOTI Assist settings. Unfortunately still did not work.

 

I then tried again setting both the SOTI Assist and Mobicontrol server settings to the FQDN (internally the external FQDN gets resolved to the internal IP address so can be resolved)....unfortunately still same issue.

 

I have noticed however that all the tests within the admin utility now come back green, previously I had a certificate error as of course the FQDN for the cert was for external not internal so threw an error.

 

Be interesting to see if anyone else has any suggestions.

 

Thanks once more for your help

 

Paul

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John Aiston | posted this 12 March 2019

Hi Paul,

Check the global setting called SOTI Assist Server in your SOTI Mobicontrol console, make sure that it also has the correct name listed,

i.e.

https://FQDNservername:443/sotiassist

Good luck.

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Paul Piper | posted this 12 March 2019

Hi John,

Yep that's definitely correct.  Thanks again for your help.

Cheers

Paul

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Borce Lozanovski | posted this 12 March 2019

Hi Paul

Can you please check the MobiControl Rest API URL in this file <SA Install folder>/Server/Config/RestAPI.config

If that URL is not matching the MobiControl MS FQDN please edit it and make it the same.

After this restart of SotiAssist service is required.

If after this you are still not able to use the Remote Control can you provide details of the errors in the SOTI Assist Remote Control logs (<program data>/Soti/SotiAssist/RCserver.csv)

Thanks

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Paul Piper | posted this 13 March 2019

Hi Borce,

 

Thanks for this.

 

Checked the config and all looked OK.  I did just for prosperity try changing the FQDN back to the servers internal (real) DNS name but made no difference.

 

Having inspected the Assist RC log there are two clear error messages: -

"This platform does not support server side WebSockets"

"failed to start host:WcfWebSocketChannelHost"

 

I note that the server is running on Windows Server 2008 R2 Standard....I suspect this natively does not support WebSockets?

 

Is there anything that can be done to make this work or am I a casualty of running MC on Server 2008?

 

Cheers

 

Paul

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Borce Lozanovski | posted this 14 March 2019

Hi Paul

Your assumption is right. Supported operating systems are (64-bit only):

  • Microsoft Windows 8 
  • Microsoft Windows 10
  • Microsoft Windows Server 2012
  • Microsoft Windows Server 2016

Remote Control cannot work on older versions.

Thanks

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GPMOD@SOTI | posted this 15 March 2019

Hello Paul - Please let us know if the issue with the SOTI Assist is now resolved. Please note that it is not supported on Windows Server 2008 R2.

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

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Paul Piper | posted this 15 March 2019

Hi SOTI Support,

 

I assume if I wanted to run this, in the absence of 2012/2016 I could potentially run this separately on a Windows 10 VM?

 

Thanks

 

Paul

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Borce Lozanovski | posted this 15 March 2019

Hi Paul

Yes, you can deploy SOTI Assist on a separate machine. 

Thanks

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Paul Piper | posted this 15 March 2019

Thanks Borce, feel free to resolve this SOTI Support.

 

Paul

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GPMOD@SOTI | posted this 16 March 2019

Hello Paul - Thank you for the confirmation. Please create a new thread if you have any other issues, or please call SOTI Support. Thank you!

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

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