Image creator and server communication failed!

Problem

While trying to creating an image, you may encounter an error message "Image creator and server communication failed."

Cause

This error happens when the image creator component could not communicate with the central server through the web socket port 8443.

Resolution

To resolve this issue, follow the below steps one-by-one.

Step 1 - Ensure the web-socket port 8443 is reachable

From the computer you are trying to image, follow the below steps,

  1. Open the command prompt in the machine you are capturing the image.
  2. Execute the following command, telnet <CentralServerIP> 8443
    example : telnet 192.168.139.116 8443
  3. If it opens a blank command prompt then, the port is reachable. Now, Check if port is used by someother application by following step 4. If it doesn't direct to a blank command prompt, check and ensure that the port is not blocked by anti-virus / firewall by following the steps given in steps 2 and 3.
How to enable Telnet in Windows?
  1. Open control panel and navigate to programs and feature.
  2. Click on Turn Windows features on or off from the left-hand menu
  3. The Windows features dialog box will appear. Scroll down, Select Telnet client and click "OK"
  4. This will initiate Telnet client installation. Once this is done, Telnet will be enabled.

Step 2 - Ensure the port 8443 is not blocked by Windows defender firewall

This step is to ensure that port 8443 is not blocked in both the server-installed machine and the computer you are trying to image.

From the Desktop Central server installed machine, follow the steps given below:

  1. Navigate to Control panel -> Windows defender firewall.
  2. If the firewall is disabled, proceed with Step #3. If the firewall is enabled, check for an Inbound rule named `Manage Engine Desktop central` with port 8443. If the rule is not present with 8443, add an inbound rule in the firewall to allow traffic to port 8443.
  3. To allow traffic, navigate to Advanced Settings -> Inbound rules -> New Rule.
  4. Under Rule type, select the Port option
  5. Feed in the port number 8443 under Specific local ports option
  6. Select Allow the connection.
  7. Specify a name for the inbound rule and click Finish.

From the computer, you are trying to image, follow the steps given below:

  1. Navigate to Control panel -> Windows defender firewall.
  2. If the firewall is disabled, proceed with Step #3. If the firewall is enabled, add an outbound rule in the firewall to allow traffic to port 8443.
  3. To allow traffic, navigate to Advanced Settings -> Outbound rules -> New Rule.
  4. Under Rule type, select the Port option
  5. Feed in the port number 8443 under Specific local ports option
  6. Select Allow the connection.
  7. Specify a name for the outbound rule and click Finish.
It is highly recommended to exclude the web-socket port - 8443 in your firewall settings to ensure seamless agent-server communication.

Step 3 - Ensure antivirus installed is not blocking the server - image creator communication

If you have antivirus application installed in the computer you are trying to image and the computer in which your server is installed, ensure the antivirus is not blocking the communication.

Step - 4 Check if the port 8443 is used by some other application

To ensure that the port 8443 is not used by some other application, follow the steps below

  1. From the computer in which the central server is installed, open the command prompt and execute the command below.
    netstat -naop tcp | findstr "8443"
  2. This will provide the process ID of the application using this port.
  3. Server communication error KB

  4. Now to identify the application associated to the process ID specified, open task manager, navigate to the details page and locate java.exe
  5. Server communication error KB

  6. The PID listed across the java.exe should match the PID displayed when executing the netsat command. If not, the web-socket port - 8443 is used by some other application.