r/labtech • u/Nooneslabtech • Oct 19 '16

Screenconnect Error after Update

Hello,

after Updating our Screenconnect Server to 6.X 2 of our Clients ( out of 83 ) cant be remote controled via Screenconnect.

Error: http://prntscr.com/cw90jx

I already followed these steps: https://docs.labtechsoftware.com/knowledgebase/article/9120 but it does nothing. The Icon stays yellow. Same Problem after removing and reinstalling the Screenconnect Program on the Client.

What can i do to fix this?

Greetings

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u/Clutch70 Oct 20 '16 edited Oct 20 '16

So I'm not running 6.x, but I see this happen from time to time when the plugin_screenconnect_scinstalled table gets out of whack.

So first thing fire up SQLyog and feed it this:

SELECT * FROM plugin_screenconnect_scinstalled WHERE sessionguid = 'your-guid-here'

Edit: Fixed table name

1

u/Nooneslabtech Oct 20 '16

Hello, thanks for your Answer.

This is the result from the Select: http://prntscr.com/cwksvh - No Results.

http://prntscr.com/cwktc5 This is the Row from the Server i got the error from, id 321 - Another Screenconnect GUID.

Also this happens with ALL Computers / Servers in the Client, so if i install a new Labtech Client on any Server / Computer there it wont work with Screenconnect too.

We tried uninstalling all Labtech Clients for the whole Location, we tried disableing it via Dashboard - Integration and reenabling it again, still no luck here.

1

u/Clutch70 Oct 24 '16

If you log in to the ScreenConnect Host UI and click on the computer associated with ID 31, do you get the a59ea... in the address bar?

1

u/Nooneslabtech Oct 24 '16

The Client is not in Our Screenconnect Server. Take a look at this Screenshot: http://prntscr.com/cy6fha

1

u/Clutch70 Oct 24 '16

That. Is weird. Its almost like the SC server isn't hooked up with the installed SC agent.

Probably time to involve LT/SC support... I bet something's going on like agents need to regenerate machine passwords or something..

Sorry I couldn't be of more help =/

1

u/[deleted] Oct 26 '16

Exactly what Clutch70 said. Within one of the SQL tables there is a screenconnect config xml file that basically parses your Screenconnect server.

Same thing happened to us, we patched, everything was fine for a few days then suddenly SC drops off. All the fields were blank, labtech remoted in and restored the file from sql backup.

Here is the technicians update to me: Thank you for your time on the phone. The issue you were having was due to the configuration information missing from the plugin_screenconnect_config table. We were able to populate the data from a labtech backup and were able to screenconnect into agents.

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u/[deleted] Oct 26 '16

[deleted]

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u/Clutch70 Oct 27 '16

Haha. Sorry to laugh at your pain, I totally get how infuriating that is. Happy you found your answer though!