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Troubleshooting Tips

Questions about Chat

  1. How to change the Port numbers used by chat.

  2. What do you mean  by 'Agent is not reachable'?

  3. What do you mean by Chat Connection Timed out?

  4. I am unable to view a chat window inspite of chat session successfully initiated, why?

  5. How often will the list of user names be refreshed?


Changing the port numbers in the Desktop Central MSP server

To change the port number after the Desktop Central MSP server is installed, follow the steps given below:

  1. Stop the Desktop Central MSP server.  
    1. Click start
    2. Point to Programs>ManageEngine Desktop Central MSP
    3. Click Stop DesktopCentral
  2. Open the websettings.conf located in <Install_Dir>\DesktopCentral_Server\conf. For example, C:\Program Files\DesktopCentral_Server\conf.
  3. Change the port numbers of the following key with the required values:
    1. httpnio.port
  4. Save the file and close it
  5. Start the Desktop Central server.
    1. Click start
    2. Point to Programs>ManageEngine Desktop Central MSP
    3. Click Start DesktopCentral

You can now connect the chat sessions, using the Desktop Central server.


Agent is Not Reachable

You might get this error message when you try to connect a chat session. Following  are the scenarios when a agent cannot be reached.

  • Computer is in hibernate mode.

  • Computer is in standby mode.

  • Computer is shutdown.

  • Computer is disconnected from the network.

  • Communication cannot be established between the agent and the server.


Connection Timed Out

You will receive the 'chat connection time out' error message if the chat request session has exceeded the maximum time limit of one minute. In such cases you can retry to initiate the chat session.


Chat Session successfully initiated but unable to see a chat window

While initiating a chat session, if the chat session has been initiated successfully but you are still unable to view the chat window. In such cases your web browser might block the Pop Up, so ensure that your browser allows Pop Up from Desktop Central.


How frequently will the list of Online Users be updated?

The list of user names will be refreshed in three scenarios as specified below.

  • During 90 minutes refresh interval while the agent communicates with the server.

  • During every user log on if it is configured in the User Logon Settings.

  •  During every agent Logoff.