Troubleshooting End User's connection

[myrddin97]

We've been using PCHelpware for several months to help troubleshoot software issues with end users across the state and most of the time, it works great. We're using direct connections for the most part, but have a couple connections using a repeater as backup in case the tech isn't at the office or there's some router issue at our end.

We are dealing with multiple sites with different levels of access to firewalls and servers, so PCHelpware is prefect since we shouldn't have to make any network changes on the end user's end. The only problem we've been having is with one site who can't connect using either direct connections, or the repeater service. When I start the Viewer with debugger, its as if the computer doesn't receive a request at all. Like I said, this is the only remote site that we have been having issues with. The only thing that I think is somewhat unique about this site that not all of the others have is the use of a proxy server. But that still shouldn't cause a problem, should it?

Where do I need to start troubleshooting this? If this is the only site that's not working, and from multiple computers, then it has to be something at the site, correct? But if we don't need to do anything at the remote site on the network to get the PCHelpware server to run, then what do I look for?

[redge]

is the use of a proxy server. But that still shouldn't cause a problem, should it?

What the proxy provider ?
pchelpware and SC use only the proxy configured via control panel ... internet settings and only standard proy port 8080 and 443
any others settings require start internet access or use third party helper for allow the communication start... then pchelpware can run successfully.

or maybe a simple strong security of the remote site do not allow outgoing connection without permission from the IT staff for security reason.

[SuperTurtle]

You don’t mention what ports you using. Perhaps their network filters all outgoing requests, except for port 80…..

I using PCHW, and I configured the support end (user server) to always reach out on port 80.

If I am at my work desk, then I use the internal IP address of the box where the repeater is running for the viewer (by the way, for the viewer, I use port 443).

When I am outside of my network, then I use the public IP address for the repeater I set up. I could probably *always* use the external IP address, but I just I like to save a hop or two.

I suspect your connection issue(s) are that their firewall likely does not allow any other ports (other then 80, and perhaps 443). I don’t take chances anymore, and I now ALWAYS use port 80 for server outgoing. I not hit a client yet that this setup don’t work.

Do note that new firewall systems now often not only check what ports are allowed, but also restrict the “type” of traffic. In other words, using port 80 should work, but with quality firewall systems, anything other then http outgoing is prevented on some systems. (I not hit one of these systems yet).

So, I would setup and use port 80 (it will NOT effect the users browser while you doing support anyway).

Super Turtle

[blueworm]

i have a question regarding the port 80...

how exactly can i make the server (the pc i want to remote control) to go out using port 80 only?

when using direct connection, i cant set a outgoing port.. when using Repater-mode, i can only enter listening ports for the repeater, but not which outgoing port the remote server uses...


help

[SuperTurtle]

i have a question regarding the port 80...
how exactly can i make the server (the pc i want to remote control) to go out using port 80 only?

when using direct connection, i cant set a outgoing port
help

The above is a typo..right? you mean you *can* set the port number when you use direct.

There is a BIG BOX called port, and you simply enter 80 into that port. It is VERY hard to miss.

Here is a screen shot:



When your using direct, the helper (you, the viewer) and the victim (the server) use the same port. So, the above when you create the server will result in a connection string like

-connect 192.168.1.10:80 -passwd AD0234829205B9033196BA818F7A872B

.. when using Repater-mode, i can only enter listening ports for the repeater, but not which outgoing port the remote server uses...

When you use the repeater, BOTH the viewer and server are connecting to a repeater, and THEY CAN NOT USE THE SAME port.

Since you can’t use the same port for viewer as the victims port 80, then we choose THE NEXT best possible port that is open, and I use 443.

So, victim (server) is going to be port 80
Helper (viewer) is going to be port 443

Thus, a typical repeater screen looks like:



The connection string will look like:

-connect 192.168.1.10:80 -id 4567 -passwd 202CB962AC59075B964B07152D234B70

Note again how the above port is 80.

Super Turtle