Training_Customers

What to do if a participant cannot connect.

13. October 2021

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.
However, in very restrictive company networks (especially in banks, insurance companies and the automotive industry), it may still not be possible to connect.
In most cases, the WebSocket connections to the outside are blocked for these participants in the company firewall and/or the company proxy servers.

Typical error message when WebSocket connections are blocked.

There are various solutions so that your participants can still connect to the desktops:

  1. Participants can establish an Internet connection outside the company network. E.g. from the home office
  2. Your customer’s IT department must add the deskMate Connection Proxy Server to their whitelist.

For the second option, it is best to pass the following section on to your customer’s IT department.
(Please note the data center locations. If your remote training desktops are located in Germany, for example, 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, a connection is still not possible, please contact our support team.