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I have one user who received a new laptop recently and SOTI Xsight is stuck on waiting to connect for any device he tries to remote into

Solved
KW
Katie Williams

I have one user who received a new laptop recently and SOTI XSight is stuck on waiting to connect for any device he tries to remote into. we have tried in Google chrome and also in Edge and both are giving the same message. We also cleared cache, cleared cookies, and restarted the computer. He can use the legacy plug in but the web based version is not working. The XSight screen pulls up but it doesn't move pass "connecting, waiting to connect with the device". We have tried remoting into a Zebra device and a Samsung device and both are giving the same message. He is the only user having this issue. Any ideas anyone? 

8 months ago
SOTI XSight
ANSWERS
A
ABMOD@SOTI
7 months ago

Hi Katie,

Thanks for posting on SOTI Pulse.

Apologies from our side, for this particular issue we need to investigate further.

We request you to please raise a support case at log a case so that our agent can work on your query as quickly as possible.

KW
Katie Williams
7 months ago

thanks, i was able to get this working and there is no rhyme or reason as to how or why. I went to the users office and he signed in again on his laptop where this was not working. 

1. I logged in on his machine and it worked

2. he then logged in on my machine and it worked

3. i then had him log in on his machine again and it worked. 

My best guess is something with my login triggered some piece that was missing on his machine.

Solution
A
ABMOD@SOTI
7 months ago

Hi Katie,

Thanks for sharing the update.

We are glad that your issue was resolved.

Regards,

KW
Katie Williams
7 months ago

as info, I have another user who is experiencing this same issue. I am getting with him today but seems to be an issue if a user gets a new laptop and logging into SOTI for first time or have never used SOTI on their current laptop and logging in for first time.

KW
Katie Williams
7 months ago

i was able to work with the user and I got his remote control working after signing in with my account and then having him sign back in. This worked for a while and then the issue resurfaced. I made him an administrator in SOTI with all permissions and it still did not work. I deleted his account and added him back as an administrator and it still did not work. I then signed in again with my account on his computer and got my remote to come up with no issues. I logged out and had him log in again and now it is working again. I suspect it will stop working on him again. I am unsure where the disconnect here is. please help.

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