Troubleshooting Remote Access

The protocol you want to use to connect to a device does not appear in the Connection Type list.

Check that the remote access server application is running on the device.

If you are not sure if the device manager started after the server application, restart the device manager.

Check that the server protocol port specified in the iot.cfg configuration file is the port the server application runs on.

The following output on either the device manager console or in the device manager logs shows the ports it searched for connections:

Port 23 listening
Port 35 is not listening on localhost
Port 5901 is not listening on localhost
Port 80 is not listening on localhost

You can also see the services and ports detected on the thing page on the Management Portal in the remote_access_support attribute under the Attributes tab.

Connecting to a Linux device through VNC shows a blank or gray screen.

The VNC configuration in the xstartup file needs to start a window manager. For an example of how to se tup the file, see https://help.ubuntu.com/community/VNC/Servers

On a host running an operating system other than Windows, opening a remote tunnel connection does not complete or shows an unsupported platform error message.

You must access the Remote Access page from a browser on a Windows host and run the third-party client application on the same Windows host.

If you run a browser on a virtual machine, the operating system release (32-bit or 64-bit) may not be detected correctly.

Attempting to start a remote tunnel access session shows the message Unable to create a remote session.

Check that the value of the remote_login attribute in the iot.cfg file is true.

Confirm that your third-party tools are configured correctly. For more information, see Third-Party Tool Configuration for Remote Tunnel Access.

Confirm that the thing definition for the device manager thing has the remote_access_support attribute defined or has Auto def attributes selected.

The plugin on your Windows host installs, but the connection fails or each time you attempt to establish a session, you are prompted to install the plugin.

If the service is not running, reinstalling the plugin when prompted should restart the service.

If not, on your Windows host, run the Windows Services application and check that the status of the Device Remote Access service is Running and configured to start when the system starts (Startup type is automatic). If necessary, start it manually.