Agent Desktop Display

[greenwave2]

I managed a small group of users that work from home. We have been trying to get the Agent desktop display to work perfectly but it won't. Some people can use add, but others get this message after they try to login that says that the ADD is already open even though it's not. Our users login into aventail to have access from home. They then click on a link provided by us to login to the ADD. The link takes the user through citrix in order for them to use ADD. Please Advise on how to correct this.

 

[x11tech]

Sounds like a Citrix problem or (unlikely) a network issue.


Does the real time displays work from CCMA?

Can you run the ADD directly from their computer? (I'm assuming that they VPN in to your network.)

Can they ping the CCMA server?

Have you tried running the CCMA multicast testing tools to verify that the workstations are receiving multicast traffic?

 

[dtperk]

Multicast traffic does NOT traverse routers by default. If your Citrix servers cannot receive the multicast data, they won't be able to run the ADD client in a session.

If some are running OK through Citrix, You may want to see if it's machine (server) specific (i.e- the one Citrix server's ADD sessions work, but the other Citrix server it doesn't work, etc.).

There are as x11tech mentioned some down and dirty multicast tools that run in a DOS window on the client. If you are receiving multicast traffic, you will see the data real-time with the tool (I think it comes with WebClient).

Finally, there are specific ports defined in both SCCS and Webclient. It could be possible that the citrix server can only hand - say 10 tcp connections at a time using port 5000. I'm just speculating.

Best of luck,
DTPERK

 

[greenwave2]

To x11tech, we don't have CCMA.

 

[Milesprower]

If you don't have CCMA, you should have Symposium Web Client Server. CCMA is the newest release of this product. The procedures recommended by x11tech and dtperk are still valid.

 

[hsantos]

My problem is that from CCMA im able to login without a problem. But from the agent desktop the CCAD doesnt want
to login. I receive an error that it is unable to reach CCMS.

I dont have a Citrix environnemnt, and before SU04 everything was working. Since the update to SU04 on CCMS and CCMA... Login doesnt work.

Any idea???

 

[Milesprower]

SU04 changes the way CCMA communicates with clients including ADD. SOAP is not longer used, .NET is. You should read through the CCMA installation and maintenance documentation and the Readme that came with SU04. I 'm sure there is information on SU04 changes.

 

[hsantos]

So do we need to uninstall SOAP and install .NET??

I will try to get my hands on the readme.

Thanks

 

[dowlingp]

You will not need to uninstall soap, but you will need .Net there is also the MSI security file on the CCMM server that will need downloading to the client PC.

Keep smiling!