Remote Control via SOTI XSight is Stuck on Waiting for Connection
Publish Date: 17-Apr-2024
Last Modified Date: 16-May-2025
SOTI XSight
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Summary
Remote control does not work on devices supporting the RC virtual display API after the renewal of the Deployment Server Extensions (DSE) certificate. The SOTI XSight remote control certificate needs to be refreshed.
Related SOTI ONE Platform Products
SOTI XSight
Related Device OS
Android Enterprise
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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