Troubleshooting Disconnected Status in SOTI XSight Live Support

Users may encounter a situation where the SOTI XSight Live Support is inactive, indicated by a disconnected status within the SOTI XSight agent interface.

SOTI XSight 4.3 build 1737 and later.

The SOTI XSight Live Support shows a disconnected status on the SOTI XSight agent.

Please perform below steps to troubleshoot a disconnected status in SOTI XSight agent:

• Verify Server Services
• Examine the SOTI XSight agent on the device
• Updating the SOTI XSight agent

Verify Server Services
1. Access the server hosting SOTI XSight services.
2. Launch the SOTI XSight Administration Utility.
3. Confirm all services are operational. If any services are halted, attempt to restart them, particularly the SOTI XSight Chat service, which is essential for Live Support functionality.

Examine the SOTI XSight agent on the device:

1. Use Remote Control to access the affected device.
2. Open the SOTI XSight agent and ensure it displays a ‘connected’ status, marked by a green checkmark.

Note: If the SOTI XSight agent shows a disconnected status - inspect for network barriers that might block the connection, such as ensuring port 5493 is accessible on both server and network.
Note: If the SOTI XSight agent is up-to-date but Live Support shows a disconnected status, verify the SOTI XSight agent version. An outdated agent can lead to Live Support issues.

Updating the SOTI XSight agent:

1. Navigate to the SOTI XSight console and publish a new SOTI XSight agent package containing the latest version. Side-loading is not recommended.

2. Push the updated agent to the device using a SOTI MobiControl profile.

3. After updating the agent, test the chat service to confirm that it is now working correctly.

To verify functionality, it is recommended to send a message or attempt to establish a call or video call with the device.