Endpoint Central Console Blank in SDP

Problem

When the Endpoint Central console is accessed from the SDP portal, a blank page is displayed.

Cause

It could due to one or more of the following issues:

Integration related issues:

• SDP-DC integration is incomplete
• Mismatch in Protocol 

Network and security related issues:

• Firewall blocks the requisite ports
• Invalid/Missing/Expired Certificates
• Browser exception not configured
• Security response header 

Permission related issues:

• Permission not granted to technicians 

Browser environment issue:

• HTTP restriction
• Browser cookie settings
• Browser exception

Resolution

1. Integration related issues:

   • SDP-DC integration is not done from both sides:

     The integration needs to be done from both SDP console and Endpoint Central Console. Check this document for integration steps.

   • Mismatch in Protocol:

     Ensure that both use the same protocol http/https.
     To change protocol in DC, navigate to: Admin-->Integrations-->ServiceDesk Plus Settings-->Modify
     To change protocol in SDP, navigate to: Admin-->Integrations-->Desktop Central. 

2. Network and security related issues:

   • Firewall blocking the requisite ports:

     Configure the firewall settings in the devices to ensure that required http/https port is open for the servers to communicate freely.

   • Invalid/Missing/Expired Third Party Certificates:

     If https protocol is used for integration, third party certificate should be imported in SDP and DC. 

   • Browser exception not configured-Self Signed Certificates:

     Self signed certificates can be used for rendering the Endpoint Central Console, but browser exception should be added in every browser the console is accessed from.
   • Security response header:
     

     If X-Frame-Options are enable in SDP from: Admin-->General Settings-->Security Settings-->Advanced-->Add Security Response Headers, then the response must not be "sameorigin" or "deny". 

3. Permission related issues:

   • Permission not granted to technicians:

     Ensure that the “Enable to access Desktop and MDM Plugin Functionality” checkbox is enabled in SDP in: Admin-->Technicians-->Edit Technician. A user is created in DC automatically with the same credentials as that of the SDP technician when this checkbox is enabled.  

4.Browser environment issue:

• HTTP restrictions

  If HTTP protocol is used for integration, certain restrictions will be applicable.

  i) Endpoint Central and SDP should be in the same domain.

  ii) FQDN name of Endpoint Central server should be used for integration in SDP Server. Admin->Endpoint Central Server settings page.

  iii) FQDN name of SDP server should be used to access the SDP console.

  iv) Switch to HTTPS protocol.

• Browser cookie settings

  Cookie settings should be "Allow" for the Endpoint Central and SDP websites. Clear cache and cookie and try again.

• Browser exception

  In HTTPS protocol, if a Self Signed Certificate is imported, browser exception should be added once in every browser.

Applies to: Asset Integration, Software Deployment Integration, ServiceDesk Plus Integration

Keywords: Asset Integration, ServiceDesk Plus Integration, HelpDesk, ServiceDesk Plus, ManageEngine, Software Deployment, DC SDP Integration