Customer Advisory: Agents and Enterprise Connectors Connection Issues with Control 18.2 (Resolved)
April 20, 2024
Problem Statement
Workspot Control was updated to Control18.2 on April 20, 2024. Following the update, Workspot observed that some Workspot Agents and Workspot Enterprise Connectors are failing to connect to Control via the new https://control.us.workspot.com URL. This is presumably caused by firewalls blocking *.us.workspot.com.
If this is happening to you, you will see the following symptoms:
- Enterprise Connectors will show as “Offline” in Workspot Control.
- Non-persistent desktops and app servers will show as “Error” and cannot be assigned to new users (ongoing sessions are unaffected).
- Persistent desktops will show as “Error” but their users can still connect to them.
- Any Clients affected by policy changes you applied after the update received distorted icons and wallpaper.
Mitigation Steps Already Taken
Workspot has already corrected the following:
- Enterprise Connectors have been told to reconnect to the https://control.workspot.com and should be running normally.
- Agents on desktops and app servers are gradually reconnecting and should all be back within 24 hours of 11:00 AM PDT, April 24.
- The Client icons and wallpaper will self-correct the next time the Clients reconnect with Control.
Next Steps
- Update your firewalls as recommended in Customer Advisory: Sign-in Changes with Control 18.2.
- Please contact Workspot with any questions.