+3
Under Review

Connection Diagnosis

Rumage 4 years ago updated by Sean Keown 2 weeks ago 2

I would like to request a utility to diagnose connection issues. 


Let me explain the a scenario that I am beginning to see over and over.


I ask my customer to connect to a meeting,  they enter the code; download the APP; press Run.  The meeting never starts,  there are no errors.


CUSTOMER::  There must be something wrong with your meeting.  It doesn't work!

ME:  The meeting is working,  I am waiting for you to join.

CUSTOMER: Maybe I should try a different browser

ME: Any browser will work

CUSTOMER: I want to try browser  X,

ME: Fine, give URL, mtg CODE etc

CUSTOMER: Your meeting does not work.  I have access to the internet, blah blah blah... It must be on your side.


At this point I have wasted 20 minutes trying to make a 2 minute support call.


Given this scenario I would like a tool that the user can run via a URL which would run a series of diagnostic checks that would tell them whether they have a clear network path to the target meeting servers. Perhaps the tool could ping the specific addresses and PORTS with TCP and UDP to ensure that the path is open.  Then give a report that indicates an all clear or which ports are failing.


This in turn lets them understand that the failure to connect is caused by a network configuration restrictions on their end.


When I was a customer with GoTo Assist (Citrix) I found their version of this tool very useful.



Available in Version:
+1

Would be really nice if we could press a special set of keys or go to a menu which dumps out the issue detected.. i.e failed to connect to the relay server. Also any minor diagnostics if possible. 

We have many sites that are able to install / run the control agent but it never connects and we have no information to provide to our customers besides that the problem must be on their end. From there we end up calling ConnectWise's support and wasting their time as well. 

If i could show our customers IT how to access the diagnostic menu and if it showed where it was successful and where it failed then i wouldn't need to also sit on the phone until it started working.


Example.. 

  • Connecting over Proxy x.x.x.x
  • Established Connection to xxx.screenconnect.com
  • Failed Connection to relay.screenconnect.com