Connecting LMI while customer is connected via RDP

BradSmith99

Hi all, I have a problem in my service desk.  The agents are complainng that users cannot initiate the LMI support to a server when the customer is connected to the server via RDP access. 

 

For example, the customer wants help for computer A, but that computer is on a remote location.  The customer is connecting to computer A via RDP from computer B.  

 

The customer can browse to the website, punch in the 6 digit code, but when the LMI agent clicks "launch remote support session" it immediately drops the connection.  The customer on the other end does not see the final prompt to allow the agent access.  You can launch the remote support session again, but it drops immediately again.  Computer B does not see the final prompt.

 

Is this a known problem and is there a workaround or a fix for it?

 

 

Thanks,

 

Brad

primenetworks

 

Check the event logs.  Sounds like the LMI service is crashing. 

 

1. What O.S is the remote operating system?
2. What anti virus do you have running on the remote system?
3. are there any outbound firewall policies on the remote system?
4. when was the remote system last rebooted?
5. are there other users connected at the same time to the remote system?

 

Answer the above and i will see if we can help further.

Cheers.

 

Ben