Please provide more details such as

- What are the version and build numbers of your MobiControl server and device agent?

- What are the problematic device brand/model & enrollment mode and firmware version?

- Do you have similar problem with other devices (of same and of different brand/model) on the same server?

- Have you ever successfully performed any remote-control session(s) with the same server and device brand/model in the past?   

- Have you checked various server log files (DS, DSE, MS) and device log file with more warning/error messages and information?  If so, please show related log lines.

Also, what was the quality of the network connection of the problematic device?  In your reported incidence, if it had poor quality (low and/or unstable bandwidth),  a remote-control session may be terminated by either the device/server side after some retries without the other side knowing.  If you then tried to launch a new remote-session (say in the same or a different web-browser window),  the server might had assumed that the old connection was still being retried and not dead yet, and thus a seemingly strange error message as you described popped up.  In such case, your problem might be solved if you wait a little bit longer before 're-connecting" (i.e. restarting a new remote-control session) when the old connection has been confirmed dead without any more communication retry by the server side.

Hi lclarkai,

Thanks for posting on SOTI Pulse, Thanks and Raymond for responding to the post, your expertise and willingness to help are greatly appreciated!

Can you please provide the above details mentioned by Reymond.