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KRC connection fails when browsing through a proxy server - Connect IT Community | Kaseya
<main> <article class="userContent"> <h3 data-id="problem"><strong>Problem</strong></h3> <ul><li>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"</li> <li>the problem may occur when using a local IP address to access the Kaseya server</li> </ul><h3 data-id="cause">Cause</h3> <p>The proxy server may be blocking websocket connections.</p> <p>To confirm the issue, review the KRC viewer logs on the computer you are connecting from: -</p> <ul><li> <strong>Windows XP and Server 2003</strong>: C:\Documents and Settings\<user>\Application Data\Kaseya\Log</li> <li> <strong>Windows Vista/Server 2008 and later</strong>: C:\Users\<user>\AppData\Local\Kaseya\Log</li> </ul><p> A message similar to this will be logged if KRC viewer has failed to connect to the Kaseya server: - </p> <blockquote class="blockquote"> <p>[E2014-09-08T11:55:42.649943+05:30 c58] [EndpointConnectionManager] Failed to connect to wss://172.16.4.28:80/kaseya/edge/channel :</p> <p>Failure when receiving data from the peer (curl:56)</p> </blockquote> <p> 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.</p> <p><em>NB - the KRC viewer always connects on the same port that is used to access the Kaseya web interface, but connection is always encrypted.</em></p> <p> </p> <p><strong>Resolution</strong></p> <p>There are two possible approaches to resolve this problem: -</p> <ul><li>configure the proxy server to allow encrypted websocket connections <strong><em>(refer to proxy server vendor for instructions) </em></strong> </li> </ul><p>OR</p> <ul><li>configure Windows proxy server settings to bypass proxy (recommended when connecting to Kaseya server from another computer on the same network)</li> </ul><p> To bypass the proxy server, use the following steps: -</p> <p>1) go to<em> Control Panel > Internet Options</em><br>2) on the <em>Connections</em> tab, click <em>LAN Settings</em><br>3) click <em>Advanced</em>, and type the host name and/or IP address of Kaseya Server in the Exceptions area</p> <p><img src="/attachments/token/zXJOv137nOZDxrurbkoaSK5z0/?name=2015-01-19+18_39_04-Kaseya+_+The+IT+Management+Cloud+Company+-+Internet+Explorer.png" alt="2015-01-19_18_39_04-Kaseya___The_IT_Management_Cloud_Company_-_Internet_Explorer.png" width="751" height="388" class="embedImage-img importedEmbed-img"></img></p> <p> </p> <p>Please note the following: -</p> <ul><li>if using the IP address to access the Kaseya server, the IP address <strong>must</strong> be specified in the exceptions list, even if "Bypass proxy server for local addresses" option is turned on. <em>This option only applies to host names, as described <a rel="nofollow" href="/home/leaving?allowTrusted=1&target=http%3A%2F%2Fsupport.microsoft.com%2Fkb%2F262981">here</a>.</em> </li> <li>if Kaseya server is on a remote network, the local network configuration <strong>must</strong> 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)</li> </ul><h3 data-id="further-investigation">Further investigation</h3> <p>If the problem persists after configuring proxy bypass, refer to these resources for further troubleshooting steps: -</p> <ul><li>general troubleshooting for KRC connection failure - <a href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fhelpdesk.kaseya.com%2Fentries%2F100428703">https://helpdesk.kaseya.com/entries/100428703</a></li> <li>connection blocked by HTTPS inspection - <a href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fhelpdesk.kaseya.com%2Fentries%2F100797303">https://helpdesk.kaseya.com/entries/100797303</a> </li> </ul><h3 data-id="applies-to">Applies to</h3> <p>Kaseya VSA - v7.0 and above</p> </article> </main>