8 Replies Latest reply on Nov 5, 2012 3:36 AM by ruudb

    Remote Control through Gateway

    gillissj Rookie

      Hello,

       

      We have got our Management Gateway appliance up and running and it seems that everything is working at this point.  I have tested a device from outside our network and it is communicating with the Core and Inventory and Security scans are updating the record in the database.  I can use a policy and deploy patches to the device as well. 

       

      I cannot get the remote control working though.  The agent does switch to Gateway Mode when off the internal network and says it's waiting for a connection.  When I go to do a remote control connection via the Management Gateway, the PC does not show up.  I can install the on-demand agent and it will show up but not from our agent.  I did try taking a look at the information in http://community.landesk.com/support/docs/DOC-2835 but none of the solutions appear to fix the issue. 

       

      We are running LDMS v9 SP3 with the Management Gateway being 4.2 with latest updates.  Any help or ideas on what to look at would be appreciated. 

       

      Thanks,

      Scott

        • 1. Re: Remote Control through Gateway
          zman Master

          Scott,

           

          How is your RC setup on the client (e.g., what security are you using  Integrated Security, etc...).  What OS/SP are the remote devices running?

          • 2. Re: Remote Control through Gateway
            gillissj Rookie

            Zman,

             

            My bad, I should have included that in original post.  Our agent is set up to use Integrated security.  We also have the agent set so that the end user must grant permission for the session.  The device I'm testing on is running Windows 7 w/SP1. 

             

            Thanks!

            Scott

            • 3. Re: Remote Control through Gateway
              gillissj Rookie

              I don't know if it makes a difference or not but I thought I'd mention that RC works just fine within our internal network. 

               

              Scott

              • 4. Re: Remote Control through Gateway
                zman Master

                Have you tried using the 32 bit console | RC on Device | Remote Control Via Management Gateway? I would also try:

                1. Restart the RC Service on the client and make sure it is in Gateway Mode - do this as local admin.
                  1. Check
                2. Change the RC security on the client
                  1. Stop the LANDesk Remote Control service on the machine you are trying to remote control.
                  2. Open the registry on that same machine and browse to HKLM\Software\Intel\LANDesk\WUSER32 and change the security type from X to 0.
                  3. Start RC
                  4. Check

                 

                Is this on all the machines or just a couple?

                • 5. Re: Remote Control through Gateway
                  gillissj Rookie

                  Thanks for the suggestions Zman.  I have tried using the 32-bit console | RC | Remote Control via Management Gateway as well as using the shortcut alone and the "Remote Control Console" after installing from the "Support Tools" page of the Gateway.  I did try restarting the RC service on the laptop and made sure it was in Gateway Mode (as local admin). 

                   

                  I will give the RC security change a shot when offsite and see if that makes a difference. 

                   

                  I've only tested on one machine right now since we don't have the broker cert deployed in production yet, we've just got the appliance up recently and are still testing.  I may try to bring another laptop offsite and see if it's a device specific issue as well. 

                   

                  Scott

                  • 6. Re: Remote Control through Gateway
                    gillissj Rookie

                    Zman,

                     

                    I have tried your suggestions and they have not fixed the problem.  I did try another device to make sure it wasn't a problem with that one laptop...it seems to be with any devices.  I cannot get a device to show up in the 'list' without using the on-demand agent. 

                     

                    Any thoughts?

                     

                    Thanks,

                    Scott

                    • 7. Re: Remote Control through Gateway
                      zman Master

                      Sounds like a call to support is needed.

                      • 8. Re: Remote Control through Gateway
                        Specialist

                        Hi Scott,

                         

                        Did you ever solve this issue?