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Troubleshooting Remote Assistance

The following article describes how to troubleshoot Remote Assistance issues.

Information

Refer to this user guide article for instructions on how to configure Remote Assistance on your Firewall.

In order to test proper functionality of Remote Assistance you must perform Telnet tests to the port that you have selected for your Remote Assistance requests.

The Diagram below demonstrates a network topology with a Remote Assistance request:

Check 1 – Internal Telnet Test:

Perform a Telnet test from B to A. Example command(on B): telnet staticip(of A) port

If the test is successful you should be taken to a blank CMD screen with a blinking cursor. Proceed to Check 2.

If the test fails you’ll get a message like this:

Connecting To 192.168.1.95…Could not open connection to the host, on port 4100: Connect failed

In this case:

  1. You must check the Goverlan Remote Control settings on the Goverlan tech machine.Follow this KBA for proper Goverlan Remote Assistance configuration: http://www.goverlan.com/knowledge/article/configuring-remote-assistance/
  2. Check Windows Firewall (or your endpoint protection software) for port blocking.

Check 2 – Internal Alternate Subnet Telnet Test:

Perform a Telnet test from C to A. Example command(on C): telnet staticip(of A) port

If the test is successful you should be taken to a blank CMD screen with a blinking cursor. Proceed to Check 3.

If the test fails you’ll get a message like this:

Connecting To 192.168.1.95…Could not open connection to the host, on port 4100: Connect failed

In this case:

  1. Please refer to your router configuration to allow the Goverlan Remote Assistance port
  2. Then follow this KBA for proper Goverlan Remote Assistance configuration: http://www.goverlan.com/knowledge/article/configuring-remote-assistance/
  3. Check Windows Firewall (or your endpoint protection software) for port blocking.

Check 3 – External Telnet Test:

Perform a Telnet test from D to A. Example command(on C): telnet publicip(of A) port

(Please note that for this test you must test telnet connectivity to your PUBLIC IP.)

If the test is successful you should be taken to a blank CMD screen with a blinking cursor. Tests completed, now perform a Remote Assistance Request from the public machine.

If the test fails you’ll get a message like this:

Connecting To 199.189.197.162…Could not open connection to the host, on port 4100: Connect failed

In this case:

  1. You must check the Firewall and the port forwarding rules(http://www.goverlan.com/docs.php?guide=remote_control&title=Configuring%20Remote%20Assistance).
  2. Refer to your router configuration to allow the Goverlan Remote Assistance port
  3. Follow this KBA for proper Goverlan Remote Assistance configuration: http://www.goverlan.com/knowledge/article/configuring-remote-assistance/
  4. Check Windows Firewall (or your endpoint protection software) for port blocking.

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