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Desktop Central Server Not Accessible from ServiceDesk Plus

Problem

You cannot access the Desktop Central server as the server is not running.

Cause

One of the following causes could be the reason why Desktop Central is not running:

  • Lack of connectivity to the Desktop Central server because it has been:
    • Stopped
    • Configured with a new IP address
    • Migrated to another server
  • Lack of network connectivity between the ServiceDesk Plus server and the Desktop Central server
  • Blocked by the firewall in the Desktop Central server

Resolution

You are required to identify the reason why you cannot connect to the Desktop Central server and follow the relevant resolution from the list given below:

Starting the Desktop Central server

Start the Desktop Central server service. Follow the steps given below:

  1. Click start
  2. Point to Programs>ManageEngine Desktop Central 7
  3. Click Start Desktop Central

You have started the Desktop Central server. You can also refresh the Desktop Central server settings page in ServiceDesk Plus.

Checking the details of the Desktop Central server

Ensure that the following details of the DesktopCentral server have been specified correctly in the ServiceDesk Plus server:

  • Name or IP address of the server
  • Communication port numbers
  • Communication protocol

The ServiceDesk Plus server uses this information to connect to the Desktop Central server. If you change any of the details mentioned above, make the change in the Desktop Central server settings section in the Web console of the the ServiceDesk Plus server.

If the Desktop Central server has been moved to a new computer, update the name and IP address of the new computer in the Desktop Central server settings section in the ServiceDesk Plus console.

Lack of connectivity between servers

Check the network settings to ensure that there is connectivity between the Desktop Central server and the ServiceDesk Plus server. You should be able to ping the Desktop Central server from the ServiceDesk Plus server.

Adding port numbers to the list of exceptions in the firewall

Add the port that is being used by the Desktop Central server to the exceptions list of the firewall that the Desktop Central server is using.

 

Applies to: ServiceDesk Plus, ServiceDesk Plus-Desktop Central Integration, Desktop Central server

Keywords: Desktop Central server, Inaccessibility issues, Migration, Connectivity


Unable to resolve this issue?

If you feel this KB article is incomplete or does not contain the information required to help you resolve your issue, upload the required logs, fill up and submit the form given below. Include details of the issue along with your correct e-mail ID and phone number. Our support team will contact you shortly and give you priority assistance and a resolution for the issue you are facing.

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Tel   : +1-888-720-9500
Email : desktopcentral-support@manageengine.com

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