General - Knowledge base

Agent/Technician communication failed - Unable to reach gateway port

Problem

Agent/technician communication failed since gateway port was not reachable.

Cause 

Communication failed at the agent/technician side when connections were initiated. This could be due to the following reason:

  1. Communication is blocked by the firewall in the computer in which the server is installed.
  2. Incorrect Proxy settings blocks communication between the client computer and the gateway port.

 To confirm if this is the reason, check for port reachability, using Telnet. Execute the following command in the Command Prompt window:

telnet<space>host name<space>Gateway_Port

For example, telnet 192.168.110.23 8443. The default gateway port given by Desktop Central is 8443 (Remote Access Plus is 7333), however if you have changed it, you can verify it under Remote control settings. If you are unable to connect, you can be sure that the either firewall or proxy is blocking communication between the server gateway port and the agent/technician.

Resolution

Communication blocked by firewall/proxy settings

If the gateway port is not reachable check if the communication is blocked by firewall or proxy settings in your agent/technician computer. Unblock firewall or configure proxy settings, such that the gateway port is reachable from the agent/technician computer for smooth communication.

If you have blocked gateway port using Windows firewall, follow the below steps to unblock firewall.

  1. Open Control panel and select System and Security
  2. Select Windows firewall
  3. In the left pane, select Advance settings. "Windows Firewall with Advanced Security" window will open.
  4. Select Inbound rules from the left pane
  5. Select New rule under Actions in the right pane
  6. Enable the option Port and click Next
  7. Specify the port number to be unblocked and click Next
  8. Enable the option Allow the connection and click Next
  9. Enable the profiles for which the rule applies
  10. Specify the name and description of the rule and click Finish

You have now successfully unblocked firewall.

Applies to: System Manager, Chat

Keywords: Gateway port, agent communication, technician communication