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Home > Success Center > DameWare Remote Support & Mini Remote Control > DameWare Documentation > Dameware Administrator Guide > Dameware Internet Session troubleshooting tips

Dameware Internet Session troubleshooting tips

Table of contents

Updated: September 19, 2017

If you cannot successfully connect to another user with an Internet Session, check the following scenarios.

What to check Description
Is the connection dialog box open? The connection dialog box must remain open while you wait for the End User to connect to the Internet Session. If it is closed, the Internet Session also closes.
Are the Dameware Central Server and the Dameware Internet Proxy successfully paired? Open the Configuration Wizard on both the computer with the Central Server running and the computer with the Dameware Internet Proxy running. Ensure that the component pairing password from the Internet Proxy matches the component pairing password entered in the Configuration Wizard on the Central Server. See the Dameware Centralized Installation Guide for more information.
Are the ports you use for the Internet Proxy open?

Ensure that the ports used for communication are open on the computer running the Dameware Central Server and the Dameware Internet Proxy. Also, ensure that you open ports on your outward facing firewall and router. See the "Modify your firewall or router" section of the Dameware Centralized Installation Guide for more information.

Are the Dameware communication ports open on your DMZ? If you have installed the Dameware Internet Proxy in your DMZ, you must open the Dameware communication ports on your firewall or router. See the "Dameware centralized installation system requirements" and the "Modify your firewall or router" sections of the Dameware Centralized Installation Guide for more information.
Can you access the Dameware Internet Proxy from the Internet?

Open the Configuration Wizard on the computer with the Dameware Internet Proxy running:

  1. Click Next, and then click Advanced Configuration.
  2. Under Dameware Internet Proxy, click Edit Details, and then click the Test connection button.

    If the test fails, try one of the following solutions:

    • If you have changed any settings, click Save in the Internet Proxy Connection details screen.
    • Try to connect to the agent download page from both the internal network and the external network, located at https://<Internet Session URL/dwnl/ where Internet Session URL is your Internet Session URL, including the custom path. If you cannot connect to the agent download page, try one of the other solutions in this table.
    • Open a command prompt and use tracert to see if the Dameware Internet Proxy IP address or host name is accessible from outside your internal network.
    • Open a command prompt and use netstat -a to see if another program is listening to the Dameware Internet Proxy port.
    • See if another web server is bound to the port number.

 

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