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CRodr23
Beginner
2,024 Views

MacOS Client Fails to Connect - Server is Reachable (Intel Unite)

After inputting the key the Unite Client never is able to connect. Debug information provided below.

[Info] DebugFileWriterService: Error: Failed to clear old log files!

[Debug] CDS: Instantiating CDS

[StackTrace] ClientDataStream.registerDelegate()

[StackTrace] ClientDataStream.checkForDelegate()

[Debug] DisplayManager: Instantiating DisplayManager

[StackTrace] DisplayManager.initDisplays()

[StackTrace] ClientDataStream.registerDelegate()

[StackTrace] ClientDataStream.checkForDelegate()

[Debug] UserManager: Instantiating UserManager

[StackTrace] ClientDataStream.registerDelegate()

[StackTrace] ClientDataStream.checkForDelegate()

[Debug] PluginManager: Instantiating PluginManager

[StackTrace] ClientDataStream.registerDelegate()

[StackTrace] ClientDataStream.checkForDelegate()

[Debug] EchoNetStatsService: Instantiating EchoNetStatsService

[StackTrace] ClientDataStream.registerDelegate()

[StackTrace] ClientDataStream.checkForDelegate()

[StackTrace] ClientDataStream.registerDelegate()

[Debug] ClientDataStream: RegisterDelegate(): Registering ScreenSharingService

[StackTrace] ClientDataStream.registerDelegate()

[StackTrace] ClientDataStream.checkForDelegate()

[StackTrace] AudioManager.registerDelegate()

[Debug] AudioManager: RegisterDelegate(): Registering ScreenSharingService

[StackTrace] AudioManager.registerDelegate()

[StackTrace] AudioManager.checkForDelegate()

[Debug] ConnectedUsersViewController: viewDidLoad()

[Debug] ConnectedViewController: viewDidLoad()

Primary View Controller did load

[Debug] PinViewController: viewDidLoad()

[Debug] ConnectedUsersViewController: viewDidLoad()

[Debug] PrimaryViewController: viewWillAppear

[Debug] PrimaryWindowController: windowDidLoad()

[Debug] PrimaryViewController: loadView()

[Debug] ConnectedViewController: loadView()

[Info] AppDelegate: Server is Optional("bsiunite.biamp.com")

[Info] AppDelegate: Server is Optional("bsiunite.biamp.com")

[Debug] URLService: Instantiating URLService

[StackTrace] URLService.registerConsumer()

[StackTrace] ClientDataStream.registerDelegate()

[Debug] ClientDataStream: RegisterDelegate(): Registering ConnectedViewController

[StackTrace] ClientDataStream.registerDelegate()

[StackTrace] ClientDataStream.checkForDelegate()

[StackTrace] ClientDataStream.registerDelegate()

[Debug] ClientDataStream: RegisterDelegate(): Registering PrimaryViewController

[StackTrace] ClientDataStream.registerDelegate()

[StackTrace] ClientDataStream.checkForDelegate()

[StackTrace] ClientDataStream.registerDelegate()

[Debug] ClientDataStream: RegisterDelegate(): Registering ConnectedUsersViewController

[StackTrace] ClientDataStream.registerDelegate()

[StackTrace] ClientDataStream.checkForDelegate()

[StackTrace] ClientDataStream.registerDelegate()

[Debug] ClientDataStream: RegisterDelegate(): Registering FileService

[StackTrace] ClientDataStream.registerDelegate()

[StackTrace] ClientDataStream.checkForDelegate()

[StackTrace] FileService.registerConsumer()

[Debug] PinLookupManager: Attempting to contact ranger server at https://bsiunite.biamp.com/Unite/CCService.asmx https://bsiunite.biamp.com/Unite/CCService.asmx

----------- Pin Lookup SEND --------

<?xml version="1.0" encoding="utf-8"?>http://schemas.xmlsoap.org/soap/envelope/ http://schemas.xmlsoap.org/soap/envelope/">http://www.w3.org/2001/XMLSchema-instance http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema http://www.w3.org/2001/XMLSchema">http://tempuri.org/ http://tempuri.org/">706723

ENTERPRISE SERVER NOT PINNED

----------- Pin Lookup RECEIVE --------<?xml version="1.0" encoding="utf-8"?>http://schemas.xmlsoap.org/soap/envelope/ http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema http://www.w3.org/2001/XMLSchema">http://tempuri.org/ http://tempuri.org/">706723CertificateHash3940EDBDE0C11DC18C56418AED1D559F654F874EfalseClientHostNameIntelNUC1falseIPAddress172.16.84.124</Value...

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19 Replies
idata
Community Manager
128 Views

Hello CRodriguez,

 

 

I understand that you are currently experiencing issues to connect to the server.

 

 

First, I would like to know if you have tried to connect with different clients, is this the only client giving you the problem?

 

 

Please provide me with the edition and the version of Intel ® Unite that you are currently using, this is to find the best way to help you fix the problem.

 

 

 

Regards,

 

David V
CRodr23
Beginner
128 Views

Hi David,

All of our Windows client's work currently. Even running a VM on the MacOS the Intel Unite app works fine on the Windows VM.

No MacOS Devices have been able to connect.

We are running the Enterprise version of Unite.

Current MacOS Version we are running.

3.3.0

I confirmed from our server admin that the Server software is at the latest version.

I'm able to also navigate to:

https://servername/Unite/CCService.asmx in Safari to confirm the web services are working as they should from the server.

Regards,

 

Casey
idata
Community Manager
128 Views

Hello CRodriguez,

 

 

Thank you for your response,

 

 

Now, I would like to gather some more information about your configuration.

 

 

First, I would like to know the model of the Hub, as well as the version that you are running there so I can verify if it is the latest version.

 

 

Second, just for testing purposes, would it be possible for you to try to connect with a different Mac computer? If not, I understand, it is just to test the connectivity and see if it is specific to Mac or the computer itself.

 

 

Let me know please.

 

 

 

Regards,

 

David V
CRodr23
Beginner
128 Views

Hi David,

Here is the information you requested:

Intel NUC

Model: NUC7i5DNIK

SW Version: 3.2.82.42

We've tested multiple Macbook Pro's running High Sierra version 10.13.4 without success.

Regards,

Casey Rodriguez

idata
Community Manager
128 Views

Hello CRodriguez,

 

 

Thank you for your response,

 

 

I am currently reviewing all of the information and the different details you have posted so I can find the best solution for you. I will be getting back to you as soon as possible.

 

 

 

Regards,

 

David V
idata
Community Manager
128 Views

Hello CRodriguez,

 

 

Thank you for your patience,

 

 

Regarding this current issue, I would like to know if the problem has been happening only with MacOS computers or if it has also happened with iOS devices like Iphones* or Ipads*. This is to gather more information and be able to pinpoint the problem.

 

 

 

Regards,

 

David V
CRodr23
Beginner
128 Views

Hi David,

I confirmed that it does work with iOS (On iPhone and iPad) but still shows the same error log on MacOS. Please let me know if you need any other information on this.

Updated log attached.

 

Regards,

Casey Rodriguez

idata
Community Manager
128 Views

Hello CRodriguez,

 

 

Thank you for your response,

 

 

I would like to confirm if you installed the certificates in the MacOS computers. This is to see if it could possibly be a certificate issue.

 

 

 

Regards,

 

David V
CRodr23
Beginner
128 Views

Hi David,

Can you clarify on the certificate installment for the MacOS? This way I can have steps to take to our server admin to properly have the MacOS Unite setup.

I was not initially involved with the standing up of our Unite Server/Deployment.

Our Macbooks do currently have our domain certificate installed on them for accessing other services.

 

Regards,

Casey

idata
Community Manager
128 Views

Hello CRodriguez,

 

 

Thank you for your response.

 

 

The certificate I am referring to is the SHA2 or greater based web server certificate with internal or public root of trust, which is normally managed by the IT department of where the deployment has been made.

 

 

 

Regards,

 

David V
idata
Community Manager
128 Views

Hello CRodriguez,

 

 

I am following up with your case and see that we have not heard back from you.

 

 

Were you able to check if the SHA2 or greater based web server certificate was installed?

 

 

If you need more assistance do not hesitate to reply.

 

 

 

Regards,

 

David V
CRodr23
Beginner
128 Views

Hi David,

I did grab the SHA2 Certificate from the server and added it to my keychain as a trusted certificate (Both with the private key and without) and attempted to connect with the same error. I also placed the enterprise server public key under the advanced setting. I turned on and off the "Only Allow Trusted Certificates" without any success.

Regards,

Casey Rodriguez

idata
Community Manager
128 Views

Hello CRodriguez, 

 

1. Please check if the firewall settings from the HUB does not allow the computer to get connected.

 

 

2. Are you connecting the Intel Unite® server with auto discovery o manually?

 

 

Regards,

 

Ricardo G.
CRodr23
Beginner
128 Views

Hi Ricardo,

1. The HUB is able to connect to both Windows OS and iOS devices. Is there a reason that the firewall would prevent a MacOS device from connecting? Can you provide the specific firewall settings/port numbers that I should look for when I check this?

2. We've attempted to connect with auto discovery and manually during our troubleshooting.

Regards,

Casey Rodriguez

idata
Community Manager
128 Views

CRodr23
Beginner
128 Views

Hi Ricardo,

I did confirm that the firewall settings are enabled as per the help guide. I still receive the error of the Network Failed "Network Connection Ended"

I did connect successfully with my iPhone on iOS 11.4

I've attached logs that I captured again. I tried manually adding the Enterprise Server Public key based off of https://bsiunite.biamp.com/unite/ccservice.asmx https://bsiunite.biamp.com/unite/ccservice.asmx (In our environment)

I also noticed the following when connecting to that page in Chrome:

idata
Community Manager
128 Views

Hello CRodriguez,

 

 

Thanks for the feedback.

 

 

I have forwarded this information to the appropriate team. I will update this thread as soon as I get news about this matter.

 

 

Regards,

 

Ricardo G.
TBain1
Beginner
128 Views

@ CRodriguez

I am having this issue too but it is only with the new version of the Mac client (3.3) - the previous version (3.2) still works fine.

I would like to get the new client out to my Mac here because it supports AV streaming but will continue with 3.2 until this is fixed.

Other notes:

  • When we launch the 3.3 client, it opens with the Debug window (never a good sign).
  • Test machine is running MacOS Sierra (10.12.6).
  • Unite Enterprise Server and Hubs have been upgraded to 3.3
  • Windows machines and 3.2 Mac clients connect fine.
CRodr23
Beginner
128 Views

Thanks for sharing that you're experiencing issues as well. Last I checked I received about two e-mails from an engineer (I assume) but haven't heard anything for over a week. Hopefully we will have an update soon.

 

Regards,

Casey

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