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![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 21/11/2011 21:54:51
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Aiv
SysAider
Joined: 19/11/2011
Messages: 3
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Hello
I just finish installation of SysAid on ~40 workstations. At 50% of them i have problem with updating login history and remote connection (SysAid didn't recognize logged user, and don't display confirmation message).
I tried to reinstall agent, turn off firewall, check settings (http://www.ilient.com/Sysforums/posts/list/2195.page) etc
While i'm trying to connect via RC tab i got message "Waiting for the remote computer to receive the remote control message...", after that i have message "Since nobody is logged in to the remote computer, the remote session started automatically without user confirmation." and nothing happens. On computers with correct "login history" all works fine. Other functions, like assets management works fine on 100% of workstations.
I'm using the newes version of Agent/SysAid.
Thx for help!
Mariusz
This message was edited 1 time. Last update was at 21/11/2011 21:56:05
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21/11/2011 22:01:45
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snagler
Super SysAider
Joined: 16/11/2011
Messages: 64
Offline
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Are all these machines on your local network?
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21/11/2011 22:03:10
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Aiv
SysAider
Joined: 19/11/2011
Messages: 3
Offline
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All this machines are in the same network (the same FW rules, GW settings, LAN settings, VLAN's etc)
SysAid server is located outside LAN.
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28/11/2011 09:18:47
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Aiv
SysAider
Joined: 19/11/2011
Messages: 3
Offline
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I try to figure out, what is wrong. I turn on full logging on tomcat and run tcpdump for all sysaid communication.
At this moment I know:
- sysaid server send "sessions report" request to agent
- agent didn't response with sessions history
Can anybody help me with this?
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04/06/2012 15:04:10
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Elopez
SysAider
Joined: 09/11/2011
Messages: 20
Offline
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Hi we have the same problem, this started when we migrate from 8.0 to 8.5 any suggestions?
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15/11/2012 18:46:54
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PC_MD
SysAider
Joined: 02/03/2010
Messages: 10
Location: Boonville Mo
Offline
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I have a simular issue with RC in 8.5. Once we upgraded I am now unable to RC any of my stations. I have made sure they workstation has the 8.5 agent but when in Asset Management Window\Asset RC all I get is a window Waiting for remote computer to receive the remote control message. I can see the asset on list, ping it, and Remote Desktop but not use the SysAid RC (i prefer this than kick the user off the computer with Remote Desktop) What can I look at that may have changed in the upgrade from 7.5?
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18/11/2012 18:15:31
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Chris Largent
SysAider
Joined: 17/11/2012
Messages: 4
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I just performed a fresh installation and configuration of the SysAid 9.0 trial. I am experiencing the same misbehavior...
1) I installed all of my trial agents manually. That is, I ran the SysAid Agent for Windows installer on each and every target computer. The installer did not present any remote control options.
2) In 'Preferences...Remote Control Settings', I have the default set to 'SysAid Remote Control Gateway (RCG)'.
3) So I drill into an asset, click on the 'RC' tab, and click on the 'Remote Control' link.
Side note: The 'Remote Control' link is the *only* thing I see on the RC tab of the asset form. I *do not* see all the other stuff seen in the corresponding screenshot of the following help documentation...
http://www.sysaid.com/help-page.htm?helpPageId=4186&helpPageName=CompInfo.htm&edition=0&version=v9.0.52&Admin=Y&productId=1
4) I get a pop-up browser window that displays "Waiting for the remote computer to receive the remote control message..."
5) After about 10 to 15 seconds, the message in the pop-up window changes to "Since nobody is logged in to the remote computer, the remote session started automatically without user confirmation."
6) After this, the pop-up window goes into limbo. Nothing happens...no remote control, no eventual timeout errors, nothing. (I *can* close the pop-up window without any apparent harm.)
I have double-checked that UDP 8193 is not firewalled and NAT'ed properly by my network equipment. I have also made sure the Windows Firewall on the SysAid server itself is allowing UDP 8193. My agents seem to be reporting in to the SysAid server just fine.
Is this a SysAid defect that has regressed through several releases, or is this an environmental/configuration issue?
Honest and humble editorial: The remote control feature of SysAid is the primary reason for our evaluation of the product. If SysAid's remote control is defective or not reliable, it will unfortunately be a deal-breaker for us. The remote control functionality needs to be rock-solid and completely reliable (I hate to mention competition, but similar to Bomgar or TeamViewer).
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18/11/2012 21:50:14
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Chris Largent
SysAider
Joined: 17/11/2012
Messages: 4
Offline
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I subsequently found the following Remote Control guide in the online documentation...
http://www.sysaid.com/help-page.htm?helpPageId=5733&edition=2
Hiding within the content of this guide is a link to a comment by the SysAid product manager (look under 'General remote control settings')...or just scroll all the way to the bottom of the page.
Per Oleg's comment, I added the additional configuration tags to my serverConf.xml. Note that Oleg was not specific about whether TCP or UDP is used by the SysAid RCG. I determined the protocol to be TCP.
So I configured my SysAid server to use TCP port 8443 and also configured my network to accommodate. Remote Control is now partially working for me!
There are still several issues...
1) I still don't see all the additional stuff on the RC tab of the asset form. I still only see a sole 'Remote Control' link.
2) Within the remote control session, the 'Fullscreen View' icon is not being shown. This *may* be because the target computer is running at a higher resolution than my controlling computer.
3) Since the target screen is running at a higher resolution (resulting in a larger desktop), I cannot see the whole desktop. Furthermore, there are no scroll bars for the remote control session window, so I cannot get to the Start button or Taskbar.
4) So I click on the '-' (minus) icon one single time to scale down the screen. The screen scales down, but it is too small to be effectively used.
5) I initially grabbed control of a machine that had no users locally logged in. After I sent a CTRL-ALT-DEL and entered credentials to log on, the remote control session was dropped. I assume the underlying VNC framework used by SysAid cannot survive a log in.
6) After being dropped, I could not re-establish a SysAid remote control session with that machine. I *was* able to access the machine via RDP, and I found the SysAid permission dialog being displayed. Argh!
7) Because SysAid is using an underlying VNC framework, I wonder if concurrent remote control gateway sessions will utilize the same port (in my case, TCP 8443), or if additional ports will need to be opened/forwarded to accommodate more than one gateway session.
SysAid, please understand that the following is meant to be professional and constructive--please take a look at TeamViewer for a comparison of remote control functionality. (TeamViewer utilizes a gateway architecture as well.) This is the level of sophistication and reliability that I would love to see integrated into SysAid (at least the basic features). I completely understand that this might require a radical re-design involving a lot of your R&D budget, and I also know you have a lot on your plate at the moment (world events).
This message was edited 1 time. Last update was at 19/11/2012 14:31:11
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