Remote Control - Knowledge base

HTML 5 Viewer - Remote Connection Error!

Problem

You are trying to establish remote connection using HTML 5 Viewer and you get the message "HTML 5 Viewer remote connection error".

Cause

This could be due to one the following reasons:

Resolution

Unable to start remote control gateway

The ports that you have configured for remote control gateway is being used by some other process. You will have to either kill the process, that is using the gateway ports or modify the ports that has been configured for remote control gateway. Follow the steps mentioned below to modify the port number.

  1. On the Desktop Central web console, click Tools
  2. Select Remote Control
  3. Choose Settings
  4. Under Port settings modify the gateway port numbers
  5. Click Save to store the changes.
You can now retry to establish remote connection.
 

Unable to start web socket Server, since the port is already in use

You can establish remote connection using Java Viewer or active X, even if the specified ports are blocked/used. If you wanted to use HTML 5 Viewer then, you will have to follow the steps mentioned in this section.

The ports that you have configured for HTML 5 Viewer is being used by some other process. You will have to either kill the process, that is using the gateway ports or modify the ports that has been configured for remote control gateway. Follow the steps mentioned below to modify the port number.

  1. On the Desktop Central web console, click Tools
  2. Select Remote Control
  3. Choose Settings
  4. Under Port settings modify the HTML 5 Viewer port numbers. You can modify either HTTP or HTTPS port based on your requirement. 
  5. Click Save to store the changes.
You can now retry to establish remote connection. 
 

Web socket port has been blocked by the firewall

The ports that you have configured for remote control (HTML 5 Viewer) is being blocked in the firewall, on the computer where the Desktop Central server is installed. You will have to either modify the firewall restrictions or disable the windows firewall to allow all inbound/outbound connections. You can view the ports that are configured, by navigating to the following location. 

  1. On the Desktop Central web console, click Tools
  2. Select Remote Control
  3. Choose Settings
  4. Under Port settings, you can view the ports that are configured for HTML 5 Viewer.
You can now retry to establish remote connection.
 
If you still have problems in establishing remote connection, ensure that the following specifications are met:
  1. The ports that you have configured for HTML 5 Viewer (HTTP/HTTPS) should be reachable from the viewer machine.
  2. The gateway port should be reachable from the agent machine.
  3. If you are trying to establish remote connection with a Mac computer, then Java plugin should be installed on it and non SSL gateway port should be reachable from the agent machine.

If problem still persists, then you can contact Desktop Central support.

 

 

Applies to: Remote Desktop Management, Troubleshoot Remote Desktop, Remote Desktop Connection Problems

Keywords: Remote Desktop, Manage Remote Computers, Troubleshoot Remote Machines

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