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Hi Team,

We have a PRA Cloud tenant deployed and there are NO network restrictions setup on /login console. From US, we are able to access the Access Console, but our users from India team are unable to access and getting below error. They can access /login console but not Access Console. Are there any logs that I can verify or what might be the cause?

Thanks,

Prudhvi

Hi,

If you click on the About button of the Access Console with Shift pressed down, you can enable logging of the Access Console.

I don’t know if you will be able to see logs related for your issue, but can be a starting point, I think :)


Hi Prudhvi,

You can enable logs on the console as TZoltan mentioned above, you can find some more details on that in KB0020193

Based on your description of one geographic location working and another not, my guess would be the route from the India team maybe subject to some SSL inspection which is causing the error. I would recommend opening a support case here.


Thanks for the details. Below are logs  from Desktop Access console. 

SOCK:WARNING>SSL: Connection not verified. Result was 19
SOCK_PROXY:WARNING>Proxy settings in <host>.beyondtrustcloud.com:443\LastGood not found
UTIL:WARNING>RegOpenKeyEx(xFFFFFFFF80000002], ,Software\Bomgar\proxy], ...) not found
SOCK_PROXY:WARNING>Proxy settings in Manual not found

Team is able to access from Web Console, Connection error is only from Desktop Console.

I will check with Support.


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