PRA Access Console - Connection Issue

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([FFFFFFFF80000002], [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.

Hi Prudhvi,

Did you ever find a solution to this issue?

​@nathan.walzer I don't have an solution or root cause for this error. Issue got resolved by itself and started working after couple days, we didn't do any changes from my end.

We didn't see that error again with any of our end users and we are unable reproduce the error to troubleshoot or find root cause.