Troubleshooting Unattended Access - Connection Issues
This article helps you resolve errors you may encounter while connecting to or starting an unattended access session. Each section covers an error message along with recommended steps to resolve it.
If you encounter connection issues, refer to the appropriate troubleshooting guide based on your remote device's operating system.
- Troubleshooting Unattended Remote Session Connection Issues on Windows.
- Troubleshooting Unattended Remote Session Connection Issues on macOS.
- Troubleshooting Unattended Remote Session Connection Issues on Linux.
"Only super admins can initiate unattended access sessions"
You are on the free version, and in the free version, only super admins have the permission to initiate unattended access sessions. Other technicians will not be able to start sessions unless the plan is upgraded.
Recommended steps:
Upgrade your license to a plan that allows other technicians to initiate unattended access sessions.
"You can connect to only one device at a time with the free license"
You are on the free version, which restricts you to connecting to only one device at a time. Concurrent sessions to multiple devices are not supported under this plan.
Recommended steps:
- Upgrade your license to support multiple concurrent sessions.
- Alternatively, end any ongoing session from the Devices page, then initiate a new session.
"The device is on an older version and is currently being updated. Please wait and try reconnecting again."
The remote device is running an outdated agent version and an update is currently in progress. Connections cannot be established while the update is underway.
Recommended steps:
- Wait for the update to complete, then try reconnecting. You can verify the agent version from the Device Details or Manage Devices page.
- If it fails, reinstall the agent on the remote device.
"Your current license allows for a total of 5 remote sessions for connecting mobile devices."
You are on a Trial or Free plan, which caps the total number of remote sessions to 5 allowed for connecting to mobile devices. Once this limit is reached, no further mobile device sessions can be initiated.
Recommended steps:
Purchase or upgrade your license that supports more mobile device sessions.
"Configured device limit for the current plan reached. Upgrade to continue."
The number of managed devices in your account has reached the maximum allowed under your current plan. No additional devices can be added until the limit is addressed.
Recommended steps:
- Increase the number of purchased devices in your current plan to accommodate additional managed devices.
- Alternatively, remove devices that are no longer in use to bring the count within your purchased limit.
"User doesn't have access to this device."
Your access to this device may have been revoked by an administrator, or you were never granted permission to connect to it. Access to devices is managed at the admin level.
Recommended steps:
Your access to this device may have been revoked. Contact your super admin to request access to the device.
"Computer offline"
The remote device is not reachable, either because it is powered off, disconnected from the internet, or the page is displaying a stale status.
Recommended steps:
Refresh the page to check the latest status of the device. If the device is shown as offline, verify that the remote device is powered on and connected to the internet.
Common Errors and Solutions
If you encounter errors while connecting to the unattended session, refer to the solutions/recommended fixes below to proceed.
| Error type | Description | Recommended Fix / Resolution |
|---|---|---|
| Invalid URL | The session URL is invalid or has expired. | Create a new session and use the updated URL. |
| Session timeout | The agent did not connect within the allowed time. | Check Network on the remote device and then start a new session. |
| Confirmation timeout | The end user did not respond to the session confirmation in time. | Ask the user to accept promptly and start a new session. |
| Confirmation rejected | The end user declined the session confirmation. | Inform the user to accept the confirmation and start a new session. |
| Remote user unavailable | The target user has logged out of the remote machine. | Refresh the active users list and reconnect with an available user. |
| Waiting for connection | The viewer is unable to progress past the connecting state. | Refresh the page; if the agent is connected, the session will begin automatically. If the issue persists, check the socket connection status and whitelist the required connection. |