WebSocket Closed Error With SOTI XSight Remote Control

In SOTI MobiControl, attempting to remote control a device through SOTI XSight results in failure, accompanied by the error message: "Connection lost! WebSocket closed without sending a close frame."

SOTI MobiControl;SOTI XSight

Windows Mobile;Windows CE;Windows Modern;Android Classic;Android Enterprise

In SOTI MobiControl, trying to remotely control a device fails with the following error:

 

 

 

 

 

 

 

 

Upon facing this issue, one must check the SOTI XSight Server logs to identify whether this issue is because of a lack of permissions, and if confirmed, the resolution provided in this article can be applied. Otherwise, it shall require further investigation.

The following log can be seen for permission-related failures:

"2024-05-08 17:15:00,477","","","","54","INFO","NT AUTHORITY\SYSTEM","?","?","Comm.Client.19: Server test.mobicontrol.com has been authenticated. Chipher: Aes256/256",""
"2025-05-08 17:15:01,294","","","","109","ERROR","NT AUTHORITY\SYSTEM","Soti.RemoteControl.Server.MessageRouter","Route","RC Permission Route Error","Soti.RemoteControl.Server.Permissions.
RemoteControlPermissionException:Channel [test.user@soti.com] doesn't have permissions to process message [""RemoteControlMessage"":{""Type"":""PC_GETSYSINFO"",""Payload"":0}]
   at Soti.RemoteControl.Server.Session.Process(PocketMessage message, IChannel source) in C:\j\workspace\Xsight_release_4.3.2\AIn\NetCoreServer\RemoteControl\RemoteControl.Server.Logic\Session.cs:line 
2006
at Soti.RemoteControl.Server.MessageRouter.Route(PocketMessage message, IChannel source) in C:\j\workspace\Xsight_release_4.3.2\AIn\NetCoreServer\RemoteControl\RemoteControl.Server.Logic\MessageRouter.cs:line 201"
"2025-05-08 17:15:01,299","","","","109","INFO","NT AUTHORITY\SYSTEM","?","?","WebSocket.4f3606: Close WebSocket 104.532.42:1546.",""
"2025-05-08 17:15:01,302","","","","109","INFO","NT AUTHORITY\SYSTEM","Soti.RemoteControl.Channel.DeploymentServer.DeploymentServerChannel","OnClosed","Comm.Client.17: Connection to [fe80::113d:6b84]:5494 is closed",""
"2025-05-08 17:15:01,306","","","","109","INFO","NT AUTHORITY\SYSTEM","?","?","Session f375db664fwohouihq79: Session closed",""

This error is caused by a missing "View System Info" permission, found under Device Group Permissions. 

To enable this permission for the user/group/role:

1. Log in to the SOTI MobiControl web console with administrator privileges.

2. From the main menu, select Users and Permissions.

3. Navigate to the user/group/role you want to add the permission to.

4. Expand the user/group/role by selecting it.

5. Select Device Group Permissions.

6. Select the device groups to apply the permission to.

7. Scroll down to the bottom of the Permissions list and expand Remote Control Devices.

8. Enable the checkbox View System Info and select Save.

9. Close the device remote control tab in the browser, and initiate a new remote control session.