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Legacy Remote Control won't launch

LC
Leon Callsen
Taneri Consulting GmbH (TCG Global)

Hi Community, 

I have a on premise server with 14.1.8 and my devices have the agent version 14.1.6.
We want to use the remote control via plugin. We are using MC92 with WinCE. 
In the past it worked without any issues. Now if we want to use it the process starts but the remote control don´t appear. You can see the process in the task manager. 

I already tried:
- closing the process in task manager but then I am asked to install the plugin again. 
- to do a new installation. 
- to start the process out of the folder C:\Users\*servername*\AppData\Local\Apps\SOTI Remote Control
- I also tried to install it into C:\Users\*servername*\ProgramFiles\SOTI Remote Control

Do you have any other ideas what I can do? We don´t have SOTI Assist installed on this server. 
Thanks for your help! 

Remote Control
3 years ago
SOTI MobiControl
ANSWERS
EG
Edgar Gomez
3 years ago

Have you tried to uninstall the plugin (Soti Remote Control Service) and install it again?

LC
Leon Callsen
3 years ago

I did that many times

ST
Shawn T
3 years ago

When installing the plugin, choose advanced and install for all users.  

LC
Leon Callsen
3 years ago

I did that also many times. Doesn´t work unfortunately

K
KCMOD@SOTI
3 years ago

Hello Leon,

Thank you for posting on SOTI Central!
Could you please add more details on the following sentence: "...the process starts but the remote control don´t appear. You can see the process in the task manager"?
Do you see just a white screen or any errors on the screen? The screenshot would be beneficial.

Regards,
Technical Support | SOTI Inc. |1.905.624.9828 | support@soti.net | www.soti.net

LC
Leon Callsen
3 years ago

Hello :) 
So If i start the remote control in the web gui. 
I can see the process in the task manager. 
Unfortunately nothing happens. If i try to start the legacy plugin again with the web gui only a second process in the task manager appears. 

I don´t know what I can do as further steps.

Thanks for your help ! 



K
KCMOD@SOTI
3 years ago

Hello Leon,

Thank you for your reply!

Usually re-installing the plugin fixes the issue. However, I can see in the above correspondence with the community members that you already tried that and still experiencing the issue. 
I would advise creating a case with Support to have an agent investigate your issue deeper and assist you accordingly.

Regards,
Technical Support | SOTI Inc. |1.905.624.9828 | support@soti.net | www.soti.net

II
IT@USI Italia S.r.l.
a year ago

After many tests, this steps worked for us

1-    Open Task Manager
2-    Select SotiRemoteControlLauncher (if present, otherwise skip this step) and press End task
3-    Uninstall the old version of SOTI Remote Control Service
4-    Open certificates management, find mobicontrol* certificates
5-    Delete old certificates
6-    Go to the new portal and click into one connected device and open the remote control
7-    Choose “Downloadable Plugin (Legacy)” option
8-    Press “Download” button
9-    Search into download directory the installer and start the installation
10-  Accept the license agreement and press Install
11-  Press Finish
12-  Press Yes to install new certificate
13-  Go to step 6

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