The agent failed to start the rd session (proxy)

[Jamie]

Hi Pulseway Support,

Since weeks I'm unable to use Remote Desktop for a specific customer through proxy.
(Although, I can see that the systems are online etc.)

In the settings of Pulseway Manager, I have set the correct proxy. Also, in the debugging logs on the client side the rd request appears to be received, but it still gives me the error (see attachment).

According to the company that there's in between did double check the IP addresses and aligned what's on your page:
https://intercom.help/pulseway/en/articles/3436466-pulseway-ip-addresses-used-by-the-pulseway-agent
(The instance IP address that's linked to my url is also whitelisted).

Sadly, still the same error.

I hope you can help me with this.

[Jamie]

In the meanwhile I have been doing some more research.

There is only one system that I am able to remote control, and it appears to be the case that this computer has Agent Version 9.5.1 installed. The other computers that I cannot take over (that gives above error message), are all on Agent Version 9.8. Therefore, I have a strong feeling that the issue lays in the latest Agent update.

Edited September 18, 2024 by Jamie

[Anne]

 Hi All 

We are incredibly sorry for the service disruptions and are actively looking into it but all systems should be stable now!

 

[Jamie]

Hi,

Sadly, I still have the issue. I also don't believe that this was related, because I can take over the computer that does have the older Agent version installed.

Please check.

[Jamie]

Above seems not the case, I don't know why it did work before with the older Agent Version.

[Mariale_Pulseway]

Hey @Jamie - Thanks for flagging this with us. I raised a ticket on your behalf, so you'll be contacted by someone from our team soon😊

[Martti Nuudi]

I had the same error starting about the same time.

I activated the diagnostic logging and found a clue in the log files that helped me solve this issue. I seems that something in the local network made Pulseway not to trust
it's cerificate. The issue was resolved by connecting the source computer to a different network and then connect to it with Remote Control and then connect it back to original network (in my case the computer was only connected by wireless connection).

The line in the log remotecontrolagent that caught my eye was the following:
com.pulseway.pwy_cert_verf] - Certificate is not valid! Error: 'A certification chain processed correctly but terminated in a root certificatethat is not trusted by the trust provider.'.'Error related to whole chain. Forcedly certificate index set to 0'

I hope this helps you to find the problem.

[Jamie]

@Mariale_Pulseway @Martti Nuudi

Sorry for my very late reply. I didn't check this post anymore!

I appreciate the replies, thanks for that! However, I'm not able to connect the source computer to a different network and connect it back to the original network. They don't have Wi-Fi, and their LAN is connected to a secured network.

From the log file "remotecontrolagent.log" (on the source computer), I can see the following:
(This is exactly the issue that you described, but since I cannot connect the computers to another network and back, what else can I do?)

[12:50:18:210] [4048:0000331c] [INFO][com.pulseway.agent.agent] - Starting Pulseway Remote Control V2 - 240925235.
[12:50:18:214] [4048:0000331c] [INFO][com.pulseway.agent.agent] - Connecting to wss://rd-eu-de-1.pulseway.com:443/remote
[12:50:18:218] [4048:0000331c] [INFO][com.pulseway.agent.agent] - Use proxy: TRUE
[12:50:18:221] [4048:0000331c] [INFO][com.pulseway.agent.agent] - Use system proxy: FALSE
[12:50:18:225] [4048:0000331c] [INFO][com.pulseway.agent.agent] - Proxy server: [masked proxy address]
[12:50:18:229] [4048:0000331c] [INFO][com.pulseway.agent.agent] - Proxy username: 0 chars
[12:50:18:233] [4048:0000331c] [INFO][com.pulseway.agent.agent] - Proxy password: 0 chars
[12:50:18:237] [4048:0000331c] [INFO][com.pulseway.agent.agent] - Peer supported features 2047
[12:50:18:241] [4048:0000331c] [ERROR][com.pulseway.agent.utils] - SetProcessDpiAwareness failed 5
[12:50:18:246] [4048:0000331c] [INFO][com.freerdp.client.shadow] - Adding new client into array. Current clients: 0
[12:50:18:250] [4048:0000331c] [INFO][com.freerdp.core] - Connecting to websockets server. 
[12:50:18:254] [4048:0000331c] [DEBUG][com.freerdp.core] - freerdp_tcp_is_hostname_resolvable:freerdp_set_last_error_ex resetting error state
[12:50:18:258] [4048:0000331c] [DEBUG][com.freerdp.core] - freerdp_tcp_connect:freerdp_set_last_error_ex resetting error state
[12:50:18:262] [4048:0000331c] [DEBUG][com.freerdp.core] - connecting to peer [masked IP-address]
[12:50:18:297] [4048:0000331c] [INFO][com.freerdp.core.proxy] - HTTP Proxy: HTTP/1.1 200 Connection established
[12:50:33:358] [4048:0000331c] [ERROR][com.pulseway.pwy_cert_verf] - Certificate is not valid! Error: 'A certification chain processed correctly but terminated in a root certificatethat is not trusted by the trust provider.'.'Error related to whole chain. Forcedly certificate index set to 0' 
Info:'Certificate name: 'C=IE, L=Dublin, O=MMSOFT Design Ltd, CN=*.pulseway.com'
Issuer name: 'C=US, O=DigiCert Inc, CN=DigiCert Global G2 TLS RSA SHA256 2020 CA1'
'
[12:50:33:365] [4048:0000331c] [ERROR][com.freerdp.crypto] - VerifyX509Certificate failed: (length = 6558) status: [-1] -----BEGIN CERTIFICATE-----
[Removed Certificate String]
-----END CERTIFICATE-----
-----BEGIN CERTIFICATE-----
[Removed Certificate String]
-----END CERTIFICATE-----
-----BEGIN CERTIFICATE-----
[Removed Certificate String]
-----END CERTIFICATE-----

[12:50:33:370] [4048:0000331c] [ERROR][com.freerdp.crypto] - certificate not trusted, aborting.

Edited February 5 by Jamie

[Mariale_Pulseway]

Hey @Jamie - Sorry I missed your message! Are you still having the same issue? If so, I just raise a ticket to support on your behalf and they'll contact you shortly☺️