Solved Remote Control App stuck on downloading

[NeoGeo]

Hello All,

I'm trying to install the Remote Control app, i click on the download button and it stays at "The download has started. Launch the setup and follow the instructions."
any idea what might be the issue?

update: i have open the web browser webtools and i see this message when its trying to download the remote control tools

<?xml version='1.0' encoding='UTF-8'?><Error><Code>AccessDenied</Code><Message>Access denied.</Message></Error>

Regards,
Neo

 

[VasilisV_3CX]

Hi @NeoGeo,

Can you provide some additional information with regards to what OS and browser the guest is running?

 

[NeoGeo]

I'm using windows 10, 20H2, I tried with both browsers Chrome and Edge (new one)

Regards,
Neo

 

[VasilisV_3CX]

Hi @NeoGeo,

Do you have anti-virus or a 3rd party software enabled that may be blocking the download?

 

[NeoGeo]

I have and I have disabled them

 

[VasilisV_3CX]

@NeoGeo,

Have you tried to remote control via a different PC? Does it work does it give you the same result? If so, does it run the same AV?

 

[NeoGeo]

I tried it on a difference PC, with different antivirus (disabled) same thing

 

[VasilisV_3CX]

@NeoGeo

That sounds like it could be blocking the file on the network level then. If you're connecting to a corporate LAN etc, it may be running DPI (deep packet inspection) on the firewall that may be blocking the download. Try starting a hotspot on a mobile device and test again.

 

[NikosT_3CX]

@NeoGeo can you please try again and let us know ?

 

[NeoGeo]

after trying lots of times, i manage to download and install the remote control application.

Now I'm facing a different issue. From one PC A , I initiate Remote Control, on PC B i get the message the msg that PC A wants to access your computer and press Yes.

On PC A I get the message waiting for PC B to access your remote control request, even though I have accepted the request on PC B, it stays there.

 

[StefanW]

We just checked it here, and it works as intended. I can only assume something is blocking the application to establish a connection to the platform.

 

[NeoGeo]

i have setup 2 laptops on same network, no antivirus, disabled Defender, disabled Windows firewall.

When i send Remote Control Request, i accept the request but on the other PC is stuck on "Waiting for XX to accept your remote control request"

Regards,

 

[VasilisV_3CX]

Hi @NeoGeo,

I'll PM you shortly.

 

[VasilisV_3CX]

To update, we connected and created another Web Meeting and were able to take remote control in both directions. This appears to be an issue specific to the PC being used. Will close as @NeoGeo is investigating the PC on their side.