Hi Team,

I am having issue while trying to remote connect to user's computer. When I click on Remote Control from Device Page, it starts initializing and ask prompt to user. User accepted the prompt, and it connected but within a second, it just disconnected.

Then I click on Reconnect button on top and it establish connection and get sudden message says - “Unauthorized to start a Remote-Control Session”

I did try to scan computer and also restart computer manually but still having a same issue while attempting to remote control.

I read few Automox article and found below information. 

Authorization failed

• Org does not have an Account ID (That means the organization was not migrated to Global Zone Management)

• Your role does not have permission to use Remote Control

• JWT minting service might be down

However, I am still not able to understand the cause. I have also check

Firewall link: https://help.automox.com/hc/en-us/articles/5352219184020-Agent-Firewall-Allowlisting-Rules

Remote control was working fine while we were on trial period but it’s not working now. Please assist me on how to fix it. I have created a support ticket on this as well but no success. 

Please assist me on it.

Regards,

Savita