Remote Control Error in SOTI XSight - WebSocket Closed Without Sending a Close Frame
Summary
Related SOTI ONE Platform Products
Issue Description
Users attempting to initiate a remote control session using SOTI XSight may encounter an abrupt disconnection with the error message.
Environment
Observed on SOTI XSight 2025.0.1.10465
Symptoms
- Error message: "Connection lost! WebSocket closed without sending a close frame."
- Inability to establish a remote control session with devices.
Cause
It was identified that the SOTI XS Location Service Encryption Certificate was missing.
Workarounds
To resolve this issue:
1. Use the XS Admin utility to generate a new encryption certificate for the location service under "Location Service" configurations.
- Service restart is required to apply the change.
2. Clear the browser cache and perform a hard refresh (CTRL + F5) to ensure that all new configurations are loaded.
3. Restart the remote control session.
After performing these steps, users can establish remote control sessions without encountering the WebSocket error.
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