What’s to do if a paticipant has a Connection Error
The requirements for a participant to connect to our deskMate remote training desktops via the browser are very low. Apart from the browser itself (Chrome, Firefox, Edge, Opera, Safari,….), no software or plug-in needs to be downloaded and installed on the participant’s end device.
In very restrictive company networks (especially in banks, insurance companies and the automotive industry), however, it may still not be possible to connect.
In most cases, the WebSocket connections to the outside are prevented by the company firewall and/or the company proxy servers.
In order to enable your participants to connect to the desktops, there are several possible solutions:
- Participants can establish an Internet connection outside the company network. E.g. from the home office
- Your customer’s IT needs to add deskMate Connection Proxy Servers to their whitelist.
For the second option, it is best to share the following section with your customer’s IT department.
(Please note the RZ locations. If your remote training desktops are located e.g. in Hong Kong, only these connection proxy server addresses need to be entered in the whitelist.)
The web client uses a secure WebSocket connection (wss://) over TCP/443 to the deskMate connection proxies.
A company proxy must allow WebSockets and the HTTP protocol upgrade mechanism for this connection to work.
Following FQDNs/IPs could be whitelisted (TCP/443):
If you are using our data center in Germany:
connproxy-1.deskmate-connection.com (185.14.48.150)
connproxy-2.deskmate-connection.com (185.14.48.151)
…
connproxy-15.deskmate-connection.com (185.14.48.164)
If you are using our data center in Hong Kong:
cp01.as01.deskmate.cloud (43.249.37.132)
cp02.as01.deskmate.cloud (43.249.37.133)
cp03.as01.deskmate.cloud (43.249.37.181)
cp04.as01.deskmate.cloud (43.249.37.182)
If you are using our data center in America:
proxy01.us01.deskmate.cloud (147.135.80.66)
proxy01.us02.deskmate.cloud (147.135.80.67)
proxy01.us03.deskmate.cloud (147.135.80.68)
proxy01.us04.deskmate.cloud (147.135.80.69)
If, contrary to expectations, the participant are still unable to connect, it is best to contact our deskMate support.
