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KRC connection fails when browsing through a proxy server

Problem

  • when using Kaseya from a network where internet access is provided by a proxy server, Remote Control fails with error message "Cannot Connect to Remote Server"
  • the problem may occur when using a local IP address to access the Kaseya server

Cause

The proxy server may be blocking websocket connections.

To confirm the issue, review the KRC viewer logs on the computer you are connecting from: -

  • Windows XP and Server 2003: C:\Documents and Settings\<user>\Application Data\Kaseya\Log
  • Windows Vista/Server 2008 and later: C:\Users\<user>\AppData\Local\Kaseya\Log

 A message similar to this will be logged if KRC viewer has failed to connect to the Kaseya server: - 

[E2014-09-08T11:55:42.649943+05:30 c58] [EndpointConnectionManager] Failed to connect to wss://172.16.4.28:80/kaseya/edge/channel :

Failure when receiving data from the peer (curl:56)

 In the above example, 172.16.4.28 is the IP address used to connect to the Kaseya server, and 80 is the port used.

NB - the KRC viewer always connects on the same port that is used to access the Kaseya web interface, but connection is always encrypted.

 

Resolution

There are two possible approaches to resolve this problem: -

  • configure the proxy server to allow encrypted websocket connections (refer to proxy server vendor for instructions) 

OR

  • configure Windows proxy server settings to bypass proxy (recommended when connecting to Kaseya server from another computer on the same network)

 To bypass the proxy server, use the following steps: -

1) go to Control Panel > Internet Options
2) on the Connections tab, click LAN Settings
3) click Advanced, and type the host name and/or IP address of Kaseya Server in the Exceptions area

2015-01-19_18_39_04-Kaseya___The_IT_Management_Cloud_Company_-_Internet_Explorer.png

 

Please note the following: -

  • if using the IP address to access the Kaseya server, the IP address must be specified in the exceptions list, even if "Bypass proxy server for local addresses" option is turned on. This option only applies to host names, as described here.
  • if Kaseya server is on a remote network, the local network configuration must allow direct outbound connection to the Kaseya server's IP address on the port used to access the web interface (usually port 443 or 80)

Further investigation

If the problem persists after configuring proxy bypass, refer to these resources for further troubleshooting steps: -

  • general troubleshooting for KRC connection failure - https://helpdesk.kaseya.com/entries/100428703
  • connection blocked by HTTPS inspection - https://helpdesk.kaseya.com/entries/100797303 

Applies to

Kaseya VSA - v7.0 and above

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