Remote control 3cx V16 not work

[Jeanbaptiste]

Hello,
I just migrated my 3cx environment from version 15.5 to version 16.
(by saving the configuration / uninstall / install / restore)
When I do a webmeeting and I want to take remote control of a participant, the participant receives a request to confirm the control (the 3CX remote control is already installed on the computer).
When it validates, nothing happens. On the organizer side, there is still a message in a blue box "Waiting for X to accept your remote control request".


The workstations are on the same IP network as the 3cx server, no internal firewall for testing, full internet access (no proxy, no rules to block).

Have you encountered the same problem ?

 

[JohnS_3CX]

Hi Jean Baptiste

is the "test" person's PC running Windows 10 with Chrome?

 

[Jeanbaptiste]

Yes, 2 PC's running Windows 10 V1803 and chrome 75.0.3770.412

 

[JohnS_3CX]

Hi,

Will perform some checks on our end and get back to you to retest it

 

[Jeanbaptiste]

Hi,

do you have any news or tests to do to check and assist in diagnosis?

 

[JohnS_3CX]

Hi Jeanbaptiste

Would you be ok to run a private test with us?

 

[vasyp]

Migrating from version 15 to 16 the same way.
Same problem.
?

 

[Jeanbaptiste]

we did a lot of testing with the 3cx teams this week (monday), I'm looking forward to their return

 

[JohnS_3CX]

Hi Jeanbaptiste,

We should be releasing the update some time next week.

 

[Jeanbaptiste]

hello,

Do you have any news about the fix?

Regards

 

[paurus]

same problem. waiting for updates.

 

[vasyp]

We are waiting for corrections.

 

[JohnS_3CX]

Hi All,

We've just updated the Webmeeting on our end which should help resolve the issues you had with remote control.

Please try it now and give us some feedback.

 

[paurus]

I have remote control and does not work

 

[jessy.paconnect]

We are exploring the phone system and kept trying a bunch of different browsers to also find that its not working. This is on both of our initial deployments.

 

[SweetAction]

In my tests it does work. It prompts the other side to download it, then run it, then gives you control.

Use a fresh pc / make sure to uninstall old remote control from add/remove programs and chrome.
It's not going to rival a real remote control program like ScreenConnect/LogMeIn/Teamviewer/Splashtop/etc, but it's great for what it is and covers 90% of use cases.

 

[LeonidasG_3CX]

We are exploring the phone system and kept trying a bunch of different browsers to also find that its not working. This is on both of our initial deployments.

Could you elaborate and explain in what way remote control is not working? We'd be glad to try and reproduce this if you could give us more info on the issue on your side.

 

[jessy.paconnect]

We could trigger the Remote control but the end user was never prompted. Since we are new to the system we never had the software installed. However maybe he was missing a popup on his side. I will try this myself today and let you know.

 

[paurus]

when requesting remote control writes that Remote Control is not installed. offers download and install. downloading and running the installation. the installation window opens and the program is installed. after you close the installation window, nothing happens. still writes that Remote Control is not installed and offers to download and install. Remote Control was removed, re-installed Chrome. Tried on different PCs. At all installed windows 10, Chrome 76.0.3809.132

 

[LeonidasG_3CX]

When requesting remote control writes that Remote Control is not installed.
Offers download and install.
Downloading and running the installation.
The installation window opens and the program is installed. after you close the installation window, nothing happens.
Still writes that Remote Control is not installed and offers to download and install.
Remote Control was removed, re-installed Chrome. Tried on different PCs. At all installed windows 10, Chrome 76.0.3809.132

If you'd like to troubleshoot this further, please reproduce the issue while your Chrome F12 Console is open and send me the text/contents as a PM. Could you also include the meeting URL you're trying to use?