Remote Control Not Loading in Instances where SOTI Assist is Installed

This issue affects SOTI Assist remote control functionality. The issue arises specifically when attempting to take remote control of a console and the remote control window becomes stuck on the loading page. This situation occurs intermittently across various consoles. Once the issue manifests, it impacts all devices attempting to utilize remote control and users are unable to progress beyond the loading page. 

Multiple versions of SOTI Assist. 

When attempting to remote control devices on the web console, the remote control window gets stuck on the loading screen. 

Restarting the SOTI Assist service leads to the following error message:

Note: The cause of the issue is not known. SOTI Assist has reached the end of life. To avoid this issue, SOTI recommends updating SOTI MobiControl and installing the corresponding version of SOTI XSight for remote control functionality. 

https://docs.soti.net/soti-assist/release-notes/.

1. Take the Server RDP, Go to Services and restart the SOTI Assist Service.

Tip: Test the remote control on one device. If the issue is not resolved, then continue further.

2. After selecting Restart, The SOTI Assist Administration Utility may prompt the following error message : 

3. Open the Task Manager > Select the SOTI Assist Hosting Service > Select End Task.

4. If the SOTI Assist Service has not restarted automatically, please restart it manually. After doing so, verify that the remote control functionality is accessible.