Anonymous_User Absent Member.
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Remote Control in 10.1.3

I am working on SLES10SP2 + ZENworks 10.1.3

User from managed device can initiate remote control request to helpdesk and connection success, but no remote control (or any other remote xxx) can be initiated using the ZCC. It always give "Failed to connect to server" error while the target PC can be pinged from the initiating PC.

Any idea on what's gone wrong?

Many thanks!

-Cindy
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8 Replies
Anonymous_User Absent Member.
Absent Member.

Re: Remote Control in 10.1.3

I also tried changing port 5950 to 5550 and initiate the remote control from zcc again, not helping.
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Murzda Absent Member.
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Re: Remote Control in 10.1.3

cycindy;1741085 wrote:
I am working on SLES10SP2 + ZENworks 10.1.3

User from managed device can initiate remote control request to helpdesk and connection success, but no remote control (or any other remote xxx) can be initiated using the ZCC. It always give "Failed to connect to server" error while the target PC can be pinged from the initiating PC.

Any idea on what's gone wrong?

Many thanks!

-Cindy


If the workstation has the firewall turned, maybe pings are being blocked which would cause this to fail. Also, are you using the DNS name or IP address for the remote control session?

Chris

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Murzda Absent Member.
Absent Member.

Re: Remote Control in 10.1.3

Murzda;1741493 wrote:
If the workstation has the firewall turned, maybe pings are being blocked which would cause this to fail. Also, are you using the DNS name or IP address for the remote control session?

Chris


Please excuse me, nevermind the firewall/ping suggestion.... note to self... read a bit closer... What about the DNS/IP address suggestion?

Chris

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Anonymous_User Absent Member.
Absent Member.

Re: Remote Control in 10.1.3

Murzda;1741494 wrote:
Please excuse me, nevermind the firewall/ping suggestion.... note to self... read a bit closer... What about the DNS/IP address suggestion?

Chris


I tried both, and both did not work. I can ping the target PC from my initiating PC (which is not the server) with both computer name and IP address. Is it a must for the server to be able to ping the targeting PC though?

Thanks,
Cindy
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Murzda Absent Member.
Absent Member.

Re: Remote Control in 10.1.3

cycindy;1741870 wrote:
I tried both, and both did not work. I can ping the target PC from my initiating PC (which is not the server) with both computer name and IP address. Is it a must for the server to be able to ping the targeting PC though?

Thanks,
Cindy


I believe the server should have to be able to ping the workstation. You might want to setup a packet capture to see what's happening with the packets. The server should be setup to use port 5950 and the agents 5550.
Can you ping from the server?

Chris

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steeler906 Absent Member.
Absent Member.

Re: Remote Control in 10.1.3

Any resolution? I just upgraded to 10.1.3 from 10.0.3 today and the same computers that I could Remote to before the upgrade are giving me the "Failed to connect to server (<PC>~50)" message. The firewall shows it is passing and, again, the only change to this computer was the 10.1.3 upgrade.

cycindy;1741085 wrote:
I am working on SLES10SP2 + ZENworks 10.1.3

User from managed device can initiate remote control request to helpdesk and connection success, but no remote control (or any other remote xxx) can be initiated using the ZCC. It always give "Failed to connect to server" error while the target PC can be pinged from the initiating PC.

Any idea on what's gone wrong?

Many thanks!

-Cindy
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steeler906 Absent Member.
Absent Member.

Re: Remote Control in 10.1.3

I noticed it works through the IP choice but no the PC name... this would indicate that it is a DNS issue, however, I am able to ping and was able to connect before the upgrade (I have two computer in testing right now and were checking both)

Thanks!
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Murzda Absent Member.
Absent Member.

Re: Remote Control in 10.1.3

Using the IP address is the only way to initiate a remote control session if your workstations are not in DNS and you are not able to resolve workstation names.

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