ScreenConnect - Unable to connect to Server

Hello,

Could you tell us what version of ScreenConnect you are using as well as what the extension version is? We'll try and reproduce the issue on our end. Thank you.

Regards,

Client Version: 5.5.10194.5861
RDM Extention: 1.6

Hello,

Thank you for the information. Our support team informed us that you also specified you're using the ScreenConnect-hosted solution. There indeed seems to be an issue with it and we currently have a support ticket opened with their team to see what we can do as it seems to be something they changed on their end. The same version of ScreenConnect as a self-hosted (local) solution works fine so it looks like an issue on their website's end. I'll keep this thread updated with any new information.

Regards,

Thank you for the update.

Did they give an ETA or any update?

Hello,

The email support team told us to post a thread on their forum. If you want to follow it, it is here http://forum.screenconnect.com/yaf_postsm33911_Issue-with-RDM-extension-on-hosted-version-of-ScreenConnect.aspx#post33911
Unfortunately no update yet in regards to when this will be fixed. As a client, you could also ask them about this feature since the word of a client always means a lot to companies.

Regards,

The ScreenConnect team helped us debug the issue and we have found what the problem is. We will have this fixed in the next version of RDM (this shouldn't require a ScreenConnect extension update, but you will require version 1.6 of the extension or later).

Regards,

Thank you for the update Hurbert.
What is the ETA for the next version being released?

This should be available tomorrow morning.

Regards

Version 11.5.9.0 of RDM beta is now out with the fix. You can download it here: http://remotedesktopmanager.com/Home/Download#beta
Please make sure the extension V 1.6 is installed on the ScreenConnect server. Previous versions will not work.

Feedback is appreciated! Thank you.

Regards,

Quick question is there a way to pull the ScreenConnect sessions over to RDM or do you have to create each one, one by one in RDM?

Hello Jessica,


You can add your sessions from ScreenConnect in RDM using our ScreenConnect syncrhonizer
http://help.remotedesktopmanager.com/synchronizer_screenconnect.htm

Best regards,

It looks like I am not able to add a new screenconnect entry or do the synchronize for both I get "failed to Authenticate with ScreenConnect server" I click ok and get "unable to connect to the server. Please verify host, username and password." ---(I get the same thing when entering everything in synchronizer and when trying to add a session.)


I verified everything is the same as an existing connection.
Is this still a bug or am I missing something?

Hello,


Could you post a print screen of the properties of the synchronizer session like you did, but without the error message please.

Best regards,

Here is a screenshot.

Hello,


In the host field, the port to access the server is missing. By default, the port is 8040.

Is it possible that the address to access your server is https://tekman.screenconnect.com:8040 or your company use another port?

Best regards,

I should have probably mentioned it is hosted. We don't use a port. The host name as pictured is what we use to access our sessions online.

I'll look into this, thanks for telling us about the issue.

Regards,

I'm unable to reproduce the issue, could you make sure you have RDM version 11.5.9.0 installed as well as version 1.6 of the extension on your ScreenConnect instance?
Are you using the same information for the sync as you are for the standalone ScreenConnect connections? Do the standalone ones work and the sync doesnt work, or do both not work?

Regards,

Confirmed we are running the RDM version 11.5.9.0. And version 1.6 of the extension.
Yes same information for sync and standalone connections.
We are using the hosted version of screenconnect and the address we use to access our connections/sessions is:
https://tekman.screenconnect.com/
we do not have to add a port number to the bottom.
The connections we had already created in RDM are working but we are unable to create new connections/entries. And are not able to do the synchronization.

If it is of any help here is a screenshot of an existing entry's properties. This one does work, I can launch and connect to the machine.
I'm just not able to create new entries.

Thank you for the information Jessica, we'll see if we can try and reproduce the issue on our own hosted screenconnect instance.

Regards,

I noticed there is one setting not accounted for in the screenshot, in the "settings" tab, did you put the version to "Extension (version 5 or higher)"? Else if it is on default, is the option in File > Options > Types > ScreenConnect set on "Extension (version 5 or higher)"? If you set the option on Default in the entry but set in the application's option on Extension, it will work on that machine, but on another machine it will be set on "Version 4.X or lower" (that is the default I believe).
Could you try explicitely putting the setting on Extension and see if it works?
Regards,

Same error when explicitly setting the extension.

So today, when I opened up RDM it said there was an update. I installed it (Version 11.5.11.0) and now both creating a new entry and the synchronizer are working entering the same info as before.

Hello Jessica,

Thanks for the feedback! We have also release version 11.6.0.0 which is out of beta, if it is possible for you, could you check and see if it also works with it? You can download it here http://remotedesktopmanager.com/Home/Download

I'm glad to hear it works in 11.5.11.0 :)

Regards,

That's great, thank you for getting back to us. :)

Regards,