We provide a set of documentation to help you navigate the use of the Automox Remote Control Module: Remote Control Documentation. If you need further assistance after referring to our documentation, please collect the information listed here for our Support Team and submit a support ticket in our Customer Portal:
Is the device Windows or macOS?
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Is this a server?
Note: While Automox’s Remote Control has been known to work on servers, we do not officially support servers at this time.
Describe the behavior.
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When does the problem occur on the device?
only on the first remote control session attempt or
on all subsequent attempts
Is the issue occurring on all devices or only some devices?
Is the problem intermittent or constant?
Collect rc-module.log and agent logs.
Check if a VPN or other service is blocking connection to
wss://{uuid}.rc.automox.net-
Check if a process is being terminated on the remote device:
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Commands to manually check processes:
tightvnc server:
Get-Process | Where {$_.Name -eq "tvnserver"}cloudflared:
Get-Process | Where {$_.Name -eq "cloudflared-windows-amd64"}remotecontrold:
Get-Process | Where {$_.Name -eq "remotecontrold"}
Check processes before, after, and during the remote control session.
Important: Gather screenshots to include in the support ticket.
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Check if additional related traffic is being blocked by a firewall.
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What browser is the local (admin) device using? What version of that browser?
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noVNC uses many modern web technologies so a formal requirement list is not available. However these are the minimum versions we are currently aware of:
Chrome 64, Firefox 79, Edge 79
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Does the current environment (local device (admin) browser, remote device or firewall) have software performing TLS Decryption/Inspection? Examples include Netskope, Zscaler, and Sophos.
It is important to collect screenshots of the errors, and any relevant logs. Refer to Remote Control Module FAQs.
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