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Additional information. If it's not too much
trouble, could you please ping our web site and send me back either a screen
shot of the results or a copy and paste of the command output.
This is the first time ever this issue has ever been seen or mentioned but
I'm glad you let us know. Could you please also try again today. This could
be caused by so many things it will be difficult to pin down. It seems more
like a network problem but possibly could be server side issue too under the
category of utilization.
Our tester just sends a single TCP packet and it either get a single reply
back or not. That's all it does and take under several seconds - usually a
second or less.
If the customer is behind a proxy or
had outbound ports blocked on the network then it will prevent the remote pc
from connecting for support. In such cases and for better results overall,
you can switch to port 443 (which the https port). This port with port 80
(http) are commonly left open even when the admin of the network has blocked
outbound traffic.
We don't make this the default port because it is more
difficult to configure on routers/firewalls but we do have users who have
configured successfully for
remote support. What often makes port 443 more more difficult to
configure is the fact that many routers/firewalls use this port for
management. So the port used for management needs to be reconfigured to a
different port or management using https needs to be disabled thereby
freeing up 443 (https).
The other thing that could cause this is software running on the remote pc
computer although most security software that blocks outbound connection
usually pop up a message to the user asking them if they would like to allow
the program to connect to the Internet ( I assume if the user saw this they
would have told you but then again, some users miss such pop up messages and
leave the tech uninformed. ) At this time with this version of our
pc remote support software system, your user page does not have to
remain open once your remote desktop viewer is running on the task bar.
We would really like to adjust the script that's run
for the test for
remote support but it's unknown yet what to change to correct it. The
test script is server side and not a "pop up" although the test button is a
form that calls the script which runs and sets a flag to display on the user
page. We use no pop-ups for any of the functional components of our site and
system, but perhaps this is a pop-up blocker that's stopping the script. I
hate to ask this of you but can you investigate all installed blockers and
turn them off temporarily to see if it's the cause?
I hope some of this information helped. If you need
help switching to use port 443 please let us know.
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