Hello @eugene
Thank you for reaching out to us.
The status message “Connecting to device…” describes the intermediary stage where the Hexnode server is trying to establish a secure connection with the device. Generally, this stage progresses once the user grants the remote view permission on the device end. Assuming the device is online, and the user has accepted the required permissions, the required port (443) for the connection may be blocked by the device’s firewall. To overcome this, you can follow these steps:
- To open Windows Firewall Settings, press Win + R keys and enter “firewall.cpl”.
- In the Firewall settings window, click on “Allow an app or feature through Windows Defender Firewall” on the left side.
- Click on the “Change settings” button at the top.
- Scroll through the list of allowed apps and features to check if the Hexnode Remote Assist app is already listed and has both Private and Public boxes checked.
I hope this resolves your problem. For any further issues, please feel free to refer to our troubleshooting guide regarding the common problems faced during remote view sessions on Windows.
Best regards,
George
Hexnode UEM