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Jimmar.t

Screenconnect not working after un-retiring an agent

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Hi Guys,

 

Just need to ask, ive unretired agents from clients and have noticed that prior to retiring it, screenconnect was working but after un-retiring it screenconnect would not work,

 

Is this a normal action? And if so how would i make it so that screenconnect would still work after unretiring? Thanks

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We've not had much luck unretiring agents for the past couple of months.

We've been uninstalling and reinstalling all agents if the endpoint is to be un-retired.

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Posted (edited)

We are having the same issue. The issue that we are seeing is that agents do not re-register. If the agent is reinstalled it gets a new agent ID. The table in the database that links Control and Automate is `plugin_screenconnect_scinstalled`. I have a script that finds the necessary ID on Macs to link the two and update the database. I have not created the script for windows machines yet.

The basic concept is the script will check for Control installed, Search for the Control's agent ID and then link them (maybe removing the old link in the table).

The registry key that has this ID is in Computer\HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\ScreenConnect Client (xxxxxxxxxxxx)\

Key: ImagePath

The issue with this is it is the startup service command and the id has to be extracted. The id can be found between the characters &s= and &k=. I have accomplished this for Macs using the following code and hope to do the same for Windows:

cat /opt/connectwisecontrol*/Contents/Resources/ClientLaunchParameters.txt.lproj/locversion.plist | sed 's/^[^:]*s=//g' | sed 's/&e=Access//'

Edited by hallister2

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On 8/26/2019 at 1:29 AM, Jimmar.t said:

Just need to ask, ive unretired agents from clients and have noticed that prior to retiring it, screenconnect was working but after un-retiring it screenconnect would not work,Is this a normal action? And if so how would i make it so that screenconnect would still work after unretiring? Thanks

When you retired, what was the state of the agent? Was it online? Was it uninstalled?

Are you hitting Un-Retire, opening the agent, and then expecting Control to connect? What is the Control icon status (Orange/Red/Gray/etc.)? Has the Control Session been terminated? Is the session still active in Control before you un-retire in Automate?

Once the Automate agent is operating, if you deploy Control it should detect whatever sessionid the agent has and report it back. If the Control Session was terminated, a reinstall of Control on the agent will be necessary. Even if Automate remembers the Control session associated with an agent, unless the session is currently working in Control restoring the Automate agent will have no effect.

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On 8/28/2019 at 4:41 PM, DarrenWhite99 said:

reinstall of Control on the agent will be necessary

...which can be done by right clicking the SC icon in the lower left of the Automate computer window.

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We always have issues with that. You can try it but ScreenConnect doesn't uninstall the old instance and install a new instance nor does it connect the two together. WE either have to uninstall it or find the ID and make the match manually.

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