Remote Control via SOTI XSight is Stuck on Waiting for Connection
Summary
Related SOTI ONE Platform Products
Related Device OS
Issue Description
The user cannot perform a remote control session on a device that supports an RC virtual display API. The following a pop-up is displayed: Connecting - waiting to connect with a device.
Environment
This issue applies to SOTI XSight 4.3.1 and later, in both on-premise and cloud environments.
Symptoms
Cause
The SOTI MobiControl DSE certificate has been changed.
Issue Resolution
1. Open the SOTI XSight Administration Utility.
2. Select Management Service>Refresh.
Note: Select Services Status>Restart to restart the SOTI XSight Management service.
3. In SOTI MobiControl, open the desired device under Devices.
4. Start a new remote control session with the device.
5. The device can now be remotely controlled.
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