Unable to find the remote control web service

Version 5

    Verified Product Versions

    LANDESK Management Suite 9.6LANDESK Management Suite 2016.xLANDESK Endpoint Manager 2017.x

    Environment:

     

    This is found in LANDesk Management Suite version 9.6 Service pack 2

     

    Error message:

     

    "Unable to find the remote control web service on <CORE SERVER>"

    "Failed short session connection to gateway (3)"

     

    Cause:

     

    1. This happens when the certificate bound to HTTPS on the core becomes corrupt, missing, or expired.

     

    2. This error can also happen when using the remote control viewer to remote control devices without a core server to authenticate to.

     

    Solution / Workaround:

     

    Solution 1:

     

    On your core, open the IIS manager.

     

    inetmgr.PNG

     

    On the left, find the "Default Web Site" entity.

     

    IIS manager.PNG

     

    Right click it and choose "Edit Bindings" from the list.

     

    edit binding.PNG

     

    In the new window, edit the 443 binding. Change the certificate to one that looks like: "LANDesk Secure Token Server"

     

    certificates.PNG

     

    Reset IIS

     

    IISreset.PNG

     

    If the certificate is already set to the "LANDesk Secure Token Server". This means that you have a bad certificate:

     

    Open your client connectivity settings and look under "Core information". Note which certificates are being used.

    If there are many certificates in here, you may need to verify the core name on the certificate and .0 files by opening them in notepad. Check the .crt and .cer expiration dates by double clicking them.

     

    client connectivity settings.PNG

     

    Navigate to \Program Files\LANDesk\Shared Files\Keys and compare to "Core certificates the client will trust". Move the certificates and .0 files that are not in client connectivity (With the exception of LANDesk_CommandsWS) to a new folder. NOTE: File path may vary

     

    Navigate to \Program Files\LANDesk\ManagementSuite\ldlogon and move the .0 files that are not in client connectivity to a new folder. NOTE: File path may vary

     

    Navigate to \Program Files (x86)\LANDesk\Shared Files\cbaroot\certs and move the .0 files that are not in client connectivity to a new folder. NOTE: File path may vary

     

    Solution 2:

     

    Add the LANDesk core server name to "Type the authentication core server name:" in the remote control viewer before attempting to remote control.

     

    Solution 3:

    Make sure that when you ping the CSA name from the core, it is trying to resolve to the internal IP address of the CSA.