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![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 23/02/2009 10:12:56
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JimF
SysAider
Joined: 19/01/2009
Messages: 2
Offline
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I'm trying to use the remote control feature of SysAid. From the SysAid server I open a Service Request and click the Remote Control link. When the user accepts the connection, an error message appears on the server:
SysAid Remote Control Info
Connection failed - Invalid protocol !
Possible causes:
- You've forgotten to select a DSMPlugin and the Server uses a DSMPlugin
- Viewer and Server are not compatible (they use different RFB protocoles)
What does this mean and how do I correct it? I have already installed the SysAid Admin Tools.
JimF
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23/02/2009 10:49:35
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Haim
SysAider
Joined: 15/04/2008
Messages: 2449
Offline
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Hello JimF,
Welcome to the SysAid community.
in order to solve this issue, please hover your mouse over SysAid remote control icon on the taskbar of your workstation. It should say "SysAid remote control viewer listening…" if it has the word "encrypted" in this line, please right click the icon and pick "toggle encryption mode on/off" to disable the encryption.
Next, please logon SysAid server go to system > asset list. Pick the asset you want to remote control, and in its page, go to RC tab.
Please make sure the check box in this page isn’t checked.
Now both server and asset have the same settings, and the RC should work.
You can also do this process to enable encrypted remote control.
Best regards
Haim
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23/02/2009 11:31:53
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JimF
SysAider
Joined: 19/01/2009
Messages: 2
Offline
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Haim,
That solved the problem. Thanks!
JimF
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02/03/2009 11:17:13
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motc7
Super SysAider
Joined: 23/02/2009
Messages: 63
Offline
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I am using the on Demand version and this is not working for me. The other user gets the message, accepts, and Sysaid says it responded, but where do I go to see their screen? Nothing is popping up!
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04/03/2009 10:01:19
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Vitaly Vlasenko
SysAid Customer Relations
Joined: 09/07/2008
Messages: 68
Offline
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Dear motc7,
Please check what is the callback address, is the address of your computer?
Is there a SysAid remote daemon installed on your computer?
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10/08/2009 09:22:10
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Odopt
SysAider
Joined: 18/11/2008
Messages: 14
Offline
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Hi, do anyone know if there is some problem with RC and Vista?! I can't get it to work.
/Magnus
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10/08/2009 11:11:46
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Haim
SysAider
Joined: 15/04/2008
Messages: 2449
Offline
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Hey Odopt.
Are you getting any error when trying to open a remote?
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11/08/2009 07:42:44
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Odopt
SysAider
Joined: 18/11/2008
Messages: 14
Offline
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No, nothing at all...
When i try to RC a vista it looks like this:
The remote computer confirmed the remote control session. ( 59 Seconds ).
Remote computer is calling you back to the following address: 10.200.8.3:4228
It looks the same when i'm RC a XP or Win server, but then it works 
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12/08/2009 08:56:20
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Haim
SysAider
Joined: 15/04/2008
Messages: 2449
Offline
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Odopt,
Please try to disable the firewall on a vista machine and then try to start a new remote session.
Best regards.
Haim
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19/08/2009 04:31:37
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Odopt
SysAider
Joined: 18/11/2008
Messages: 14
Offline
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Hi again!
The same result. The FW are turned off on both computors
The WinVNC remote sessicon icon in the lower right corner will show on the computer that i would like to RC, but the connecting computor will not open the session.
Can it be the VNC server that's not ok with vista?
Regards
/Magnus
This message was edited 1 time. Last update was at 19/08/2009 04:36:29
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19/08/2009 09:24:53
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CFred
SysAider
Joined: 19/08/2009
Messages: 1
Location: West Branch, Michigan
Offline
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Hi, I have a few questions and an issue.
1. Does the sysaid.exe client contain a built in remote client?
If yes, does it use vnc or remote desktop technology?
2. When I try to use the ultravnc selection to remote, I get a message 'Invalid VNC server specified' 'Usage includes:'
From that point it gives the syntax that our version of UltraVNC is looking for. I think we are using 1.0.2.
When I close that window, it brings up the connect options window briefly thens show the connecting status window. In the connecting status window
it gives the totally wrong port and my assumption is that the format of the auto-created sysaidRC.vnc file is incompatible with our version.
When I manually try to open the auto created .vnc file with our UltraVNC, it asks me to connect correctly. Is there a way to resolve this incompatibility issue if that is what it is?
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20/08/2009 03:17:07
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Haim
SysAider
Joined: 15/04/2008
Messages: 2449
Offline
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Odopt wrote:Hi again!
The same result. The FW are turned off on both computors
The WinVNC remote sessicon icon in the lower right corner will show on the computer that i would like to RC, but the connecting computor will not open the session.
Can it be the VNC server that's not ok with vista?
Regards
/Magnus
SysAid's remote control tool does work with vista.
Please contact our support at helpdesk@SysAid.com so we will be able to investigate the matter.
Best regards.
Haim
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20/08/2009 03:21:08
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Haim
SysAider
Joined: 15/04/2008
Messages: 2449
Offline
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CFred wrote:Hi, I have a few questions and an issue.
1. Does the sysaid.exe client contain a built in remote client?
If yes, does it use vnc or remote desktop technology?
2. When I try to use the ultravnc selection to remote, I get a message 'Invalid VNC server specified' 'Usage includes:'
From that point it gives the syntax that our version of UltraVNC is looking for. I think we are using 1.0.2.
When I close that window, it brings up the connect options window briefly thens show the connecting status window. In the connecting status window
it gives the totally wrong port and my assumption is that the format of the auto-created sysaidRC.vnc file is incompatible with our version.
When I manually try to open the auto created .vnc file with our UltraVNC, it asks me to connect correctly. Is there a way to resolve this incompatibility issue if that is what it is?
Hello CFred.
Welcome to the SysAid community.
The built in remote control tool is not compatible with other VNC viewers, but you can choose in the asset page if you want to use 3rd party tools like UltraVNC or RDP.
When using ultra vnc file, you must have a working VNC server on the machine you are trying to remote into (and a viewer on your side)
Best regards.
Haim
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22/04/2010 13:43:06
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Justin
SysAider
Joined: 19/02/2010
Messages: 42
Offline
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Was Odopt's problem ever solved? I am having the same issue, though mine occurs with Vista, XP, and 7 or any combination.
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03/05/2010 15:36:25
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tymitch68
SysAider
Joined: 03/05/2010
Messages: 11
Offline
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I am testing rc with the agent installed on one machine. I can see the workstation along with all of the software installed on it but when I click to start the rc i get a message saying "waiting for user to confirm the connection" but on my test workstation i never get prompted to confirm. any answers on what i am doing wrong? by the way i am running windows 7 on both machines.
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