+1
Not a bug

Stuck negotiating

Nick Lancaster 3 years ago updated by Ben Burner 3 years ago 4

Without fail all our technicians experience problems connecting to customers. Screen connect sits at 'negotiating' until we cycle through multiple different ways to link, usually settling on Java (the worst interface) as the only one that works.


Hosts are running Windows 7 - 10 and customers the same.

ConnectWise Control Version:
1
Server Affected:
Host Client Affected:
Guest Client Affected:

Answer

Answer
Not a bug

This behavior is very likely environmentally-dependent. If you're continuing to experience connectivity issues, please reach out to ConnectWise Control support for additional assistance.

Waiting for information

Good morning Nick,


Are you using a self-hosted or cloud-hosted instance of ConnectWise Control?


In cases where the Windows client is stuck at negotiating, are all guest machines on the same domain and subject to the same AV/firewall environment?


While the host client is displaying the negotiating message, does the host client status menu (located in the client menu along the top of the client window) display a last error message?


Regards,

Ben

It's cloud hosted. All the computers use a standard image that was working great with screenconnect for over a year. In the past few weeks the package is useless due to connection issues.


When the host is negotiating the client also sees negotiating.


All on the same domain, all using the same AV software. Machines are in this office and across the country.


Oddly often times after the Java client connects one of the previously laucnhed clients that was stuck will immediately connect.

I also recently started experiencing this issue with one of my client sites that has always worked previously. Has there been any update on this issue or additional troubleshooting steps that you experienced?

Answer
Not a bug

This behavior is very likely environmentally-dependent. If you're continuing to experience connectivity issues, please reach out to ConnectWise Control support for additional assistance.

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