KB_134: FAQ: How do I troubleshoot Remote Control in DCS2?
Question: How do I troubleshoot Remote Control (DCS2) ?
Answer: When a remote control session cannot be established, typically it's one of three issues:
First we need to determine the method of connection. (LAN, Web or Interactive).
Second, are you having trouble with a SINGLE machine or many (all)?
Here are some common Scenarios:
Scenario #1: Using either LAN or WEB based remote, after waiting 30 seconds, no connection is established. (or I connect but only get a black screen.)
If the machine in ON the LAN, then this points to an internal routing issue. If it is OFF the LAN, then it points to an issue with the endpoint machine communications.
In the case of being on the LAN and not connecting, you can examine the winvnc.log files to determine the failure and work from there.
Test/check #2: If you are using LAN based remote, and you are not on the same subnet as the destination PC, you will not be able to establish a connection and will need to use WEB BASED remote.
Test #3: What is the location of the endpoint?
If the endpoint is residential and the home has residential DSL, there is a big problem with two way communications. There is no known work around for problems related to residential DSL due to blocking and uplink speeds.
If all else fails, and you need to open a support ticket, you will need to browse the c drive and get winvnc.log file that resides in c:\program files\triactive\microagent\bin directory and attach that to the support ticket.
Scenario #2: Remote unable to connect because the machine has not checked in.
Assets check in every 5-10 minutes and provide the service with their IP address. If the remote icon is grayed out, the machine is not relaying IP information back to our NOC and thus we have no destination for the connection. Check the asset and insure it is online and healthy with the agent installed and the MA service running.
Scenario #3: The WEB based connection works, but is slower than expected.
The service is SOX And SAS-70 compliant. All remote communications are encrypted and brokered the connection via the delegate so that requests can not be spoofed nor can the ports be scanned. There is some overhead in this protection.
There is a video overview and setup video available in the videos section. http://www.systemsmanagementondemand.com/assets/training/remote_tools/remote_tools.html
If your issue still is not resolved, open a support ticket and attach the file winvnc.log file that resides in c:\program files\triactive\microagent\bin on the target system.
Scenraio 4: Can not connect to only VISTA or WIN 7 machines.
You must disable prompting to VISTA and WIN 7 machines.
|
