If all the required RM (Remote Management) Gateway configurations steps have been completed (See the Administration Guide for complete instructions), and Off-Network clients still show an “unavailable” status (instead of “Off-Network”) when viewed from the Remote Management tab, please see the following troubleshooting steps:
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1. From the RM Gateway Configuration tab, verify that the Internet Gateway Status is “Service Started”.
A) If the download and installation of the DA (Desktop Authority) Internet Gateway to the desired server has already been completed, but the status still shows “Not Installed”, please verify that the configured Internet Gateway Server Host (IP Address) is correct. If not, the Edit option can be used to update to the desired address.
B) If the download and installation of the DA Internet Gateway to the desired server has already been completed, but the status shows “Offline”, please verify that the “Desktop Authority ONRM Internet Gateway” service is in a running state on the Internet Gateway server. If the DA Internet Gateway is installed on a remote machine, also verify proper network connectivity between the DA\LAN Gateway Server and the Internet Gateway Server.
2. Verify that the configured WAN-side (external) Gateway Access Point Port is open
Using a “Port Checker” tool (or website), verify than the configured external Gateway Access Point port is open. For the example above, you would confirm that port 1531 on 73.139.77.X is open. If the configured external port is closed, please double check the port forwarding in your router to make sure the external gateway port is being correctly forwarded to your LAN Gateway (host and port). Even if the port was initially reported as being open, your port forwarding could still be incorrect. Therefore, it’s still worth it to log into your router and double check your DA port forwarding settings.
NOTE: If changes to the RM Gateway Configuration were made, you will need to perform a save/replicate to propagate those changes. Also, unless you previously had Off Network Support enabled (requires Amazon Web Services account), clients MUST be on-network to receive any RM Gateway configuration changes via their next logon/refresh/logoff event (depending on the current validation logic for RM element).
3. Anti-virus: Verify the ExpertAssist (DA’s Remote Management client) installation folder path has been excluded from any real-time anti-virus (or anti-malware) scanning on the client machines. Unfortunately, those applications have been known to interface with DA client machine’s ability to maintain a stable connection to the remote management gateway while off-network.
