How to Troubleshoot Connection Issues with ControlUp for Physical Endpoints

There is a potential issue with connecting to a Windows device with Edge DX installed. It was suggested to check the event viewer and device events, and to allow the traffic on the proxy/firewall. The agent’s outbound tunnel may also facilitate inbound requests, but if the websocket connection fails, a different method will be used. The documentation for this can be found at https://support.controlup.com/v1/docs/prerequisites-for-controlup-for-physical-endpoints-apps, and logs may also appear in the device events in Edge DX itself.

Read the entire ‘How to Troubleshoot Connection Issues with ControlUp for Physical Endpoints’ thread below:

For a windows device with edge dx installed, if we can see it online in DEX and are getting real time stats, is there any reason why remote control and remote shell would fail to connect to the device?

the websocket connection is probably failing. Check event viewer and the device events

Is there a fix for this?

yes, the traffic needs to be allowed on the proxy/firewall

is there a doc for this somewhere?

was hoping the agent’s outbound tunnel would facilitate the inbound requests

that’s what the websocket connection is but if that fails it falls back to a different method

this should mention it but I will ask for it to be added https://support.controlup.com/v1/docs/prerequisites-for-controlup-for-physical-endpoints-apps

thanks! is there anywhere besides windows event log that logs might show up?

also in the device events in edge dx itself

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