{"id":25291,"date":"2021-10-13T16:46:08","date_gmt":"2021-10-13T14:46:08","guid":{"rendered":"https:\/\/deskmate.lokalix.de\/what-to-do-if-a-participant-cannot-connect\/"},"modified":"2024-06-21T09:26:55","modified_gmt":"2024-06-21T07:26:55","slug":"what-to-do-if-a-participant-cannot-connect","status":"publish","type":"post","link":"https:\/\/deskmate.cloud\/en\/training_customers-en\/what-to-do-if-a-participant-cannot-connect\/","title":{"rendered":"What to do if a participant cannot connect."},"content":{"rendered":"\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-full\"><img fetchpriority=\"high\" decoding=\"async\" width=\"582\" height=\"222\" src=\"https:\/\/deskmate.lokalix.de\/wp-content\/uploads\/2021\/10\/connection_error_cover.jpg\" alt=\"\" class=\"wp-image-8603\" srcset=\"https:\/\/deskmate.cloud\/wp-content\/uploads\/2021\/10\/connection_error_cover.jpg 582w, https:\/\/deskmate.cloud\/wp-content\/uploads\/2021\/10\/connection_error_cover-300x114.jpg 300w\" sizes=\"(max-width: 582px) 100vw, 582px\" \/><\/figure><\/div>\n\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<p>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, &#8230;.), no software or plug-in needs to be downloaded and installed on the participant&#8217;s end device.<br\/>However, in very restrictive company networks (especially in banks, insurance companies and the automotive industry), it may still not be possible to connect.<br\/>In most cases, the WebSocket connections to the outside are blocked for these participants in the company firewall and\/or the company proxy servers.<\/p>\n\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-full is-resized\"><img decoding=\"async\" src=\"https:\/\/deskmate.lokalix.de\/wp-content\/uploads\/2021\/10\/connection_error1.jpg\" alt=\"\" class=\"wp-image-8606\" width=\"291\" height=\"111\" srcset=\"https:\/\/deskmate.cloud\/wp-content\/uploads\/2021\/10\/connection_error1.jpg 388w, https:\/\/deskmate.cloud\/wp-content\/uploads\/2021\/10\/connection_error1-300x114.jpg 300w\" sizes=\"(max-width: 291px) 100vw, 291px\" \/><figcaption>Typical error message when WebSocket connections are blocked.<\/figcaption><\/figure><\/div>\n\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<p>There are various solutions so that your participants can still connect to the desktops:<\/p>\n\n<ol class=\"wp-block-list\"><li>Participants can establish an Internet connection outside the company network. E.g. from the home office<br\/><\/li><li>Your customer&#8217;s IT department must add the deskMate Connection Proxy Server to their whitelist.<\/li><\/ol>\n\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<p>For the second option, it is best to pass the following section on to your customer&#8217;s IT department.<br\/>(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)<\/p>\n\n<p><span class=\"has-inline-color has-vivid-cyan-blue-color\"><em>The web client uses a secure WebSocket connection (wss:\/\/) over TCP\/443 to the deskMate connection proxies.<br\/>A company proxy must allow WebSockets and the HTTP protocol upgrade mechanism for this connection to work.<\/em><\/span><\/p>\n\n<p><span class=\"has-inline-color has-vivid-cyan-blue-color\"><em>Following FQDNs\/IPs could be whitelisted (TCP\/443):<br\/>If you are using our data center in Germany:<br\/>connproxy-1.deskmate-connection.com (185.14.48.150)<br\/>connproxy-2.deskmate-connection.com (185.14.48.151)<br\/>&#8230;<br\/>connproxy-15.deskmate-connection.com (185.14.48.164)<\/em><\/span><\/p>\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<p><span class=\"has-inline-color has-vivid-cyan-blue-color\"><em>If you are using our data center in Hong Kong:<br\/>cp01.as01.deskmate.cloud (43.249.37.132)<br\/>cp02.as01.deskmate.cloud (43.249.37.133)<br\/>cp03.as01.deskmate.cloud (43.249.37.181)<br\/>cp04.as01.deskmate.cloud (43.249.37.182)<\/em><\/span><\/p>\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<p><span class=\"has-inline-color has-vivid-cyan-blue-color\"><em>If you are using our data center in America:<br\/>proxy01.us01.deskmate.cloud (147.135.80.66)<br\/>proxy01.us02.deskmate.cloud (147.135.80.67)<br\/>proxy01.us03.deskmate.cloud (147.135.80.68)<br\/>proxy01.us04.deskmate.cloud (147.135.80.69)<\/em><\/span><\/p>\n\n<p>If, contrary to expectations, a connection is still not possible, please contact our support team.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>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, &#8230;.), no software or plug-in needs to be downloaded and installed on the participant&#8217;s end device.However, in very restrictive company networks (especially in banks, insurance companies [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":25600,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[45],"tags":[],"class_list":["post-25291","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-training_customers-en"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>What to do if a participant cannot connect. - deskMate<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/deskmate.cloud\/en\/training_customers-en\/what-to-do-if-a-participant-cannot-connect\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"What to do if a participant cannot connect. - deskMate\" \/>\n<meta property=\"og:description\" content=\"The requirements for a participant to connect to our deskMate Remote Training Desktops via the browser are very low. 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