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MSI configurator behind proxy

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Ondrej, User (Posts: 6)

Oct 15, 2020 6:50:32 am EDT

Hi,

we have authenticated proxy in the company and I am not able to use online configurator for MSI package. We tried to track network traffic but unsuccesfuly. We see only remoteutilities.com. Can you tell me what servers on what ports are you using for generating MSI? When I am in last step it end with error "Cannot connect to configuration server. Check internet connection and try again.". Over WiFi withou proxy on the same computer it is working. So I must set up with wired connection (because of AD groups permissions defined to Host MSI) and before last step change to WiFi and download.

Any ideas?

Polina Krasnoborceva, Support (Posts: 1011)

Oct 15, 2020 10:42:40 am EDT

Hello Ondrej,

Thank you for your message.

Could you please try whitelisting id.remoteutilities.com and see if the MSI Configurator connect to the server successfully this way? This is our public ID servers' DNS name that is used for Internet-ID connections, so might help in resolving the issue.

As for the ports - Remote Utilities required outbound TCP ports 5655 or 443 to be opened for the Internet-ID connection, no other port configuration is required for the MSI Configurator. To see the full list of ports used by Remote Utilities please refer to this page.

Please let us know if this worked for you.

Conrad Sallian, Support (Posts: 2560)

Oct 15, 2020 11:54:13 am EDT

Hello Ondrej,

Let me add to what Polina said. For MSI Configurator to work properly you just need to ensure that *.remoteutilities.com can be accessed by the program. As for proxy settings - in this case they are taken from the system, i.e. as they are specified in your Windows settings for proxy.

Hope that helps.

Ondrej, User (Posts: 6)

Oct 15, 2020 1:20:37 pm EDT

Hi Polina and Conrad,

exception for *.remoteutilities.com was the first thing I tried, but maybe I used only remoteutilities.com without subdomain asterisk (and that didn't work). Tomorrow I will try. Thank you very much.

Ondrej, User (Posts: 6)

Oct 16, 2020 9:39:25 am EDT

Hi,

Today I tried set proxy to use direct connection but still not working. Is there any log file that can maybe show something?

Thank you.

Polina Krasnoborceva, Support (Posts: 1011)

Oct 16, 2020 11:02:48 am EDT

Hello Ondrej,

As Conrad mentioned, when accessing the MSI Configurator server, Viewer uses proxy parameters that are already set up on the Viewer machine itself, i.e. in this case it should work in a similar way to a regular web-browser that utilizes the system's proxy settings. Unfortunately, it's not possible to specify these parameters separately inside the Viewer.

Could you please try configuring a custom installation package via the MSI Configurator Tool on another machine or, perhaps, even from another network (you can use Portable Viewer that does not require installation) and see if you can connect to the configuration server this way?

Please let us know if this works for you.

Ondrej, User (Posts: 6)

Oct 18, 2020 3:58:43 pm EDT

Hello Polina,

From the same computer I can finish (send configuration and download MSI) thru MSI Configurator Tool when I change from company network with proxy (ethernet) to WiFi public networ without proxy. So problem is in network with proxy server, but don't understand why exception don't work.

Polina Krasnoborceva, Support (Posts: 1011)

Oct 19, 2020 9:52:58 am EDT

Hello Ondrej,

Thank you for the update.

In this case, perhaps, the issue is indeed caused by something in the proxy server's settings, since the MSI Configurator works via the regular network connection.

Unfortunately, according to out Support Policy, we cannot assist you in resolving network administration issues. In order to resolve the issue, please try referring to your network administrator as they would be able to assist you and provide more information on the proxy server's settings. Sorry for the inconvenience.

Please let us know if you have other questions.

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