Some people can't connect?

[joe3k]

I have setup SC and it works fine to my home based users. However to my company's customers, I cannot get it to work. Anyone any ideas why this would be? I have experienced the exact same issues using PcHelpware.

[mattice06082]

Are you using ports that are blocked by your company's firewall?

[joe3k]

Nope I have opened port 5500 for myself to use.
I can connect to some people from my work pc (for example my home pc and my mum's work pc), however I cannot connect to some customers and I'm unsure as to why.

[mattice06082]

Security software on a customer's PC should prompt them to allow the server to access the internet. Is it possible that they've locked themselves out?

Is there a common security software on the machines that you are unable to access?

Are these customers on a corporate network? I know that mine is locked down very tightly so I wouldn't be able to run the server on my machine.

Are they running Vista?

[joe3k]

I doubt if they've locked themselves out. They have internet access fine etc. I don't know the site setup's, as I didn't set them up.

However I do know the pc's I try to access are likely to come through a router and maybe possibly even through a server (domain based). They aren't running vista. Usualy XP and win2000.

I thought because SC/PcHelpware when downloaded and opened, it requests the outside controll from inside it's own netork and thus it should work through routers/firewalls ok, just like a webpage/Internet. Is this not the case?

[mattice06082]

I thought because SC/PcHelpware when downloaded and opened, it requests the outside controll from inside it's own netork and thus it should work through routers/firewalls ok, just like a webpage/Internet. Is this not the case?

Since they connect to you using an outbound connection, you are correct that they don't need to configure the router. However, many security software applications such as a personal firewall monitor outbound connections and prompt the user to allow the outbound connection. If they answer No, then they'd have locked themselves out. They need to create a rule to allow the application to access the internet.

[joe3k]

The users don't mention any pop up's to allow the outbound connection like you mention (I be talking with them on phone as they do it). When using SC they mention ballon popup stating 5min try period etc, however it does nothing on my end. I know it should work because it works with other people I have tested with.

[kaldag]

You customers corporate firwall can restrict access on certain ports which can block outbound requests.

Try using port 80 or 443 which should be open for them to access the internet.

Ken

[joe3k]

How do I change SC or PcHellpware to use port 80 or 443? Surely it's not as simple as changing 5500 to 80 in the textfile... else why woulldn't 80 always be used?

[kaldag]

Yes you change it in the helpdesk file and on the viewer. Sometimes the firewalls will only let IP protocol across 80 not RFB which SC uses.

Ken

[joe3k]

So why don't we all just use it on port 80 instead of 5500. That way we should always be ablel to connect...no?

[kaldag]

Port 80 will not always pass VNC protocol.

Ken

[joe3k]

and what does that mean? i.e. what will be the effects?

[redge]

some firewall let you only true http protocol over port 80 (standard header)
some firewall don't let access any where if their not on their safe list (white list) allowed or block any port/site forbidden (black list)

some office have proxy at their office and need user authentication for access internet.
so you need to update your sc for allow proxy authentication

[joe3k]

How do I update sc to allow proxy authentication?
I know some of the customers definitely have proxy, thus maybe that's why I can't connect to them in the first place, never mind about all this port stuff?

Products like gotoassist, logmein don't have these issues however. I would love to get SC or pchelpware (or both) working, as at least they don't cost money unlike gotoassist et al.

[redge]

this the own vnc flavor I know, you could do what you waiting for passtrough proxy for free if you use the public relay (not repeater)
[topic=4068][/topic]

as well, the two product you mentioned are both paid service
logmein free is not like SC but is remote control not remote support.
logmein rescue it work like SC on demand support request

[joe3k]

That EchoVnc sounds good. Maybe better than SC and PcHelpware in fact. Sounds like a good alternative to the expensive Gotoassist and Logmein Rescue. Is it as good and as fast as these? Hope so.