Overview
Remote access is one of the key features of Saner CVEM under the Endpoint Management module. It is particularly useful for administrators to gain access to machines across the organization for troubleshooting and support.
However, in certain cases, you may face issues connecting to a machine that is part of a different network.
This KB outlines the basic troubleshooting steps to identify and resolve such issues.
Issue: Unable to establish a remote access connection to a machine located in a different network.
Basic Troubleshooting Steps
Step 1: Open Remote Access in Inspect Mode
Navigate to the Remote Access tab in Saner CVEM.
Right-click and choose Open in a new tab.
Once opened, right-click again and select Inspect.
In the Developer Tools window, switch to the Network tab.
Step 2: Verify API Calls
API 1: Initiate Remote Connection
Check the following API request:
Look for the offer JSON payload.
If the device is part of a different network, the payload must contain
"relay".
You will also receive an answer JSON in the same API.
Ensure that the answer JSON also includes
"relay".
API 2: Get Relay Server Details
If both the offer and answer JSONs contain
"relay", check the next API request:
Verify the response to ensure that the correct relay server details are being fetched.
Conclusion
If the above APIs confirm the presence of "relay" in both offer and answer JSONs, along with valid relay server details, remote access should successfully connect across networks.
If the connection still fails:
Check firewall settings and make sure all the pre requisuites are met,
Ensure that relay server access is not being blocked,
Reach out to SecPod support with API response logs for further analysis.
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